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- 1. SugarCRM in Avis Car Rental Tom Orvei CRM ansvarlig Avis
Skandinavia Go Open, Oslo 19/04/2010
- 2. Contents Avis Car Rental a short presentation The SugarCRM
Pro implementation in Avis Exploiting SugarCRM in Avis -2-
- 3. Loyal customers choosing Avis everywhere
- 4. Contents Avis Car Rental a short presentation The SugarCRM
Pro implementation in Avis Exploiting SugarCRM in Avis -5-
- 5. 360 customer view ..a single view of the customer
RESERVATIONS CAR PICK-UP MARKETING & SALES 360 DURING RENTAL
Avis DUNNING Value (DEPT OUTSTANDING) Chain RETURN CAR INVOICING
CASES (CUSTOMER SERVICE & DAMAGE)
- 6. From Value Chain to Customer Lifecycle MARKETING CASES &
RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE
INVOICING DUNNING & DAMAGE) SALES RESERVATIONS CAR PICK-UP
MARKETING & SALES DURING RENTAL DUNNING (DEPT OUTSTANDING)
RETURN CAR INVOICING CASES (CUSTOMER SERVICE & DAMAGE)
- 7. From Value Chain to Customer Lifecycle MARKETING CASES &
RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE
INVOICING DUNNING & DAMAGE) SALES ACQUIRE >> CONVERT
>> GROW >> RETAIN >> RE-ACTIVATE
- 8. Avis tools in SugarCRM MARKETING CASES & RESERVATION CAR
PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING
DUNNING & DAMAGE) SALES ACQUIRE >> CONVERT >> GROW
>> RETAIN >> RE-ACTIVATE
- 9. Avis tools in SugarCRM ACQUIRE >> CONVERT >>
GROW >> RETAIN >> RE-ACTIVATE ACQUIRE >> CONVERT
>> GROW >> RETAIN >> RE-ACTIVATE
- 10. Avis tools in SugarCRM ACQUIRE >> CONVERT >>
GROW >> RETAIN >> RE-ACTIVATE MARKETING SALES Lead
Opportunity E-mail Marketing SMS Marketing Management Management
Web-to-Lead Customer Account Contact Forms Surveys Management
Management TAILORED MODULES RENTAL AVIS CARDS CASES REPORTS
COLLABORATION Activity Outlook Plug-in Knowledge Base Reporting
Management
- 11. 360 customer view RESERVATIONS Key Points CAR PICK-UP
MARKETING & SALES DURING 360 Avis RENTAL Share one complete
DUNNING (DEPT OUTSTANDING) Value Chain customer picture across
RETURN CAR departments in Avis INVOICING Auto population of CASES
(CUSTOMER SERVICE & DAMAGE) customer info into Sugar modules -
12 -
- 12. 360 customer view ACQUIRE >> CONVERT >> GROW
>> RETAIN >> RE-ACTIVATE MARKETING Key Points SALES
Lead Opportunity E-mail Marketing MS Marketing SMS S Management
Management Web-to-Lead Customer Account Contact Forms Surveys
Management Management Share one complete RENTAL TAILORED MODULES
AVIS CARDS CASES REPORTS customer picture across departments in
Avis COLLABORATION Activity Outlook Plug-in Management Knowledge
Base Reporting Auto population of customer info into Sugar modules
Utilizing tools in Sugar to strengthen the Customer Life Cycle with
Avis - 13 -
- 13. Contents Avis Car Rental a short presentation The SugarCRM
Pro implementation in Avis Exploiting SugarCRM in Avis - 14 -
- 14. Enhanced communication ACQUIRE >> CONVERT >>
GROW >> RETAIN >> RE-ACTIVATE MARKETING SALES Lead
Opportunity E-mail Marketing SMS Marketing Management Management
Web-to-Lead Customer Account Contact Forms Surveys Management
Management TAILORED MODULES RENTAL AVIS CARDS CASES REPORTS
COLLABORATION Activity Outlook Plug-in Knowledge Base Reporting
Management
- 15. E-mail Marketing SMS Marketing What is our goal? ACQUIRE
>> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
Future Customer Lifecycle Historic Customer Lifecycle
- 16. E-mail Marketing SMS Marketing E-mail Marketing ACQUIRE
>> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
Promoter Booking Avis Preferred Post Rental Email Confirmation
Loyalty program Email Upsell / Cross Sell Offers
- 17. E-mail Marketing SMS Marketing Demo E-mail Marketing
ACQUIRE >> CONVERT >> GROW >> RETAIN >>
RE-ACTIVATE Promoter Booking Avis Preferred Post Rental Email
Confirmation Loyalty program Email Upsell / Cross Sell Offers
Newsletter sent to Tom Orvei Newsletter template made in Sugar
Newsletter is sent out and results tracks back to the Contact
profile in Sugar
- 18. E-mail Marketing SMS Marketing SMS Marketing ACQUIRE
>> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
Promoter Booking Post Rental SMS Confirmation Pick up SMS Reminder
/ Cross Upsell Sell Offers
- 19. E-mail Marketing SMS Marketing Demo SMS Marketing ACQUIRE
>> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE
Promoter Booking Post Rental SMS Confirmation Pick up SMS Reminder
/ Cross Upsell Sell Offers SMS sent after a rental is finished,
promoting Avis Preferred Receiver, Tom Orvei, responds to the SMS
Everything is save onto Toms Contact profile in Sugar
- 20. Summary Loyal customers CRM for Avis is a choosing
Strategic tool to improve Avis Customer Lifecycle everywhere We are
currently busy exploiting tools in SugarCRM to reach our CRM goals
- 21 -
- 21. Loyal customers choosing Avis everywhere
- 22. Thank you for listening! to@avis.no