Increasing service delivery through flexibility

"The biggest advantages with Sharebox is that we can reduce staffing, while simultaneously offer rental cars at all hours.”

Those are the words of Michael Cohen, area manager for the car rental company Enterprise. We meet him together with sales manager Marius Eikens at Gardermoen airport, where they have a wall-mounted Sharebox on the way to the parking garage. A box that’s proven to be very valuable to them.

“When there’s a lot of activity, you can save five to ten minutes of waiting time per customer”, he estimates.

Enterprise uses Sharebox a lot when they see peak traffic incoming, giving them flexibility.

“We always send a booking confirmation to the customer. When they add necessary information in the app or on the website, we can start the customer journey through Sharebox”, Marius Eikens says.

“In that way, it’s super easy for the customer. They’re told where the box is placed. They enter

At an airport, like here, the customers naturally come in waves. A key box with seamless software integration gives the rental company the opportunity to handle these waves with ease. It minimises waiting times at the desk. Take Evenes airport as an example.

“At Evenes, the number of daily flights is few, and all the customers arrive on the same flights. Here we use the Sharebox for all that it’s worth. We put nearly every key in there, and of those, maybe one or two are sent to the front desk”, says Cohen.

This saves time for everyone involved. An efficient solution that gives a superior customer experience.

Dynamic use

It not always beneficial to use a fully automatised customer journey. Particularly not here as Oslo Airport Gardermoen. That’s why they always assess who to guide to the front desk, and who to send directly to the Sharebox. After all, there is a difference between business travellers that often rents cars, and the family coming to the capital for their first trip to Norway.

“We pick out customer groups based on order, length of stay and what type of people arriving. We know some might be in more need of assistance with the car and the process”, says Eikens.

“Who is the perfect Sharebox customer for you?”

“I want to say business travellers renting for 1 or 2 days, well versed in technology on their phones and generally happy to sort things out themselves.”

But the share of customers routed through Sharebox is increasing, including here at the largest airport in the country.

“We’ve learnt how to use it, and our confidence in the Sharebox is ever increasing”, Cohen points out.

Every order is different

Enterprise uses Sharebox actively. As a service, a supplement and as a relief for the workload. This works very well for them, but the most important metric is always how the customer experience is. They are certain that it’s viewed as a good service.

“We almost never receive negative feedback. We had a case where the customer was unable to open the box at Flesland airport, but Sharebox has a 24-7 support phone line. They could open the box for the customer after verification, so it worked out alright”, Cohen says.

It’s a safety net they very rarely need, but when it’s urgent, they can always rely on it.

“I’m very satisfied with the service we get from Sharebox, and how well the cooperation between us is working”, says Michael Cohen.

Satisfied customers

Open 24-7

Enterprise makes sure they always have “open” keys in their boxes. In doing so, the rental company can easily hand out a car without having to serve the customer at the front desk.

“We can put any number of keys in the slots we reserve for customers that haven’t yet booked, or to those arriving outside our manned hours”, Cohen explains.

“We use these keys also to provide a courtesy car in case of roadside assistance or such”, he adds.

The fact that they don’t need to be always staffed in order to maintain a high level of service is of course very valuable.

“In addition to us being able to deliver cars at all hours, we can reduce our manned hours at smaller locations. We have fewer deliveries after a certain time of day, and perhaps it’s sufficient with one or two employees, instead of for or five”, the area manager says.

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