Customers of Avis Rental Car are always on the go, which requires the company to constantly update and revitalize its ability to communicate and service its consumers. Such was the case for Avis Scandinavia, the leading car rental company of the Nordic region. Avis Scandinavia was looking to capitalize on a multi-channel sales, reservations and marketing campaign to improve customer satisfaction, customer feedback and opportunities for crossselling and up-selling.
The key was not over-showering customers with multiple communications across different channels and departments, says Tom Orvei, CRM manager of Avis Scandinavia. “We were walking a fine line between initiating new channels of communication, such as SMS text and surveying, while ensuring we weren’t bombarding them.”