Hertz Global Holdings Inc[2] is a car rental company with locations in 145 countries worldwide.
Began by Walter L. Jacobs in 1918, who started a car rental operation in Chicago with a dozen Model T Ford cars. In 1923, Jacobs sold it to John D. Hertz who made it a subsidiary of his Yellow Truck and Coach Manufacturing Company and renamed it "Hertz Drive-Ur-Self System".
He sold a controlling interest in the Yellow Truck and Coach Manufacturing Company (and hence also 'Hertz Drive-Ur-Self') to General Motors in 1925 who then purchased the remaining shares in 1943.
Hertz arranged for The Omnibus Corporation, which he also owned, to purchase the car rental business back from GM in 1953. He sold all The Omnibus Corporation's public transport interests the same year, changed its name to 'The Hertz Corporation' and floated it on the New York Stock Exchange the following year.
IBM (NYSE:IBM) today announced that The Hertz Corporation (NYSE:HTZ) and Mindshare Technologies, a leading provider of enterprise feedback solutions, are using IBM analytics software to examine customer survey data including text messages to better identify car and equipment rental performance levels for pinpointing and making the necessary adjustments to improve customer satisfaction levels.
As the world’s largest airport car rental brand with more than 8,300 locations in 146 countries, Hertz continually receives feedback from customers. To retain its competitive edge, the feedback is analyzed so that real-time identification of issues and rapid problem solving solutions can be deployed.
Hertz gathers an amazing amount of customer insight daily, including thousands of comments from web surveys, emails and text messages. We wanted to leverage this insight at both the strategic level and the local level to drive operational improvements," said Joe Eckroth, Chief Information Officer, the Hertz Corporation. “Working closely with the IBM-Mindshare team, we are able to better focus on improvements that our customers care about while removing a time-consuming burden from our location managers. This has greatly improved the effectiveness of our ‘Voice of the Customer’ program and has helped build on our reputation for delivering superior customer service.”
Using IBM Content Analytics software together with a sentiment-based tagging solution from IBM business partner, Mindshare Technologies, Hertz introduced a “Voice of the Customer” analytics system that automatically captures customer experiences in real-time, transforming the information into actionable intelligence. Using a series of linguistic rules, Hertz’s “Voice of the Customer” system categorizes comments received via email and online with descriptive terms such as Vehicle Cleanliness, Staff Courtesy, and Mechanical Issues. The system also flags customers who request a callback from a manager or those who mention #1 Club Gold, Hertz's customer loyalty program.
In the ultra-competitive world of vehicle and equipment rental, Hertz recognizes that understanding customer feedback and adapting the business accordingly is what drives market share and success. However, most of this valuable information is trapped inside free-form customer feedback surveys. Prior to working with IBM and Mindshare Technologies, Hertz location managers read each customer comment submitted online via email or by phone and then manually categorized it for basic reporting and analysis. This approach proved to be labor-intensive and inconsistent, as comments were categorized based on a manager’s personal interpretation.
IBM content analytics software has improved the accuracy and speed of the tagging and analyzing process, almost double what had been achieved manually, setting the stage for more reliable analytics. Free from manually tagging comments, Hertz field managers can now focus attention on performing deep-dive analysis on the information, quickly identifying trends or issues and adjusting operational service levels accordingly.
For instance, wait times at car rental locations can be a contentious issue. The faster and more efficient the car rental/return process, the more likely the customer will do repeat business. Using analytics software, Hertz location managers are able to effectively monitor customer comments to deliver top customer satisfaction scores for this critical level of service. In Philadelphia, survey feedback led managers to discover that delays were occurring at the returns area during certain parts of the day. They quickly adjusted staffing levels and ensured a manager was always present in the area during these specific times.
The Internet and new social media technologies have made consumers more connected, empowered and demanding. The average online user is three times more likely to trust peer opinions over retailer advertising, underlining the importance for retailers to tap new technologies that pay close attention to what customers are saying.
This effort with Hertz reflects IBM’s focus on helping customers get the most out of their information using analytics. IBM recently created a new Business Analytics & Optimization services organization, with 7,000 consultants who can help clients get up and running with deep analytics capabilities, and has invested more than $14 billion in the analytics space in the last four years with more than 24 acquisitions.
RETENTION
Storage: We generally retain personal data about
our customers for as long as we believe appropriate
for the purposes for which it was collected.
Security: We aim to maintain appropriate
physical, procedural and electronic safeguards to
protect your personal data.
Access: You may access and review the personal
data we retain about you and correct any factual
errors.
Storage
------------------------------------------------------------------------------------------------------------- ----------
We generally retain personal data about our customers for as long as we believe appropriate for the
purposes for which it was collected or as otherwise required by applicable law.
Our principal databases for storing the personal data we collect are located in Oklahoma, U.S.A.
Security
-----------------------------------------------------------------------------------------------------------------------
As you may be aware, there is no completely secure method of transmitting or storing data.
Although their physical characteristics are different, postal mail, telephone calls, text messages,
faxes and transmissions over the Internet all present possibilities of loss, misrouting, interception
and misuse of the data that is transmitted.
We aim to maintain appropriate physical, procedural and electronic safeguards to protect your
personal data, including:
Restricting access to personal data to our employees on a “need to know” basis;
Enforcing policies and procedures for our employees in their handling of personal data; and
Using technologies designed to safeguard data during its transmission, such as SSL
encryption for the data you provide on our websites.
If you have reason to believe that any account with us is no longer secure, you must immediately
contact us by following the instructions at the end of this policy.
Began by Walter L. Jacobs in 1918, who started a car rental operation in Chicago with a dozen Model T Ford cars. In 1923, Jacobs sold it to John D. Hertz who made it a subsidiary of his Yellow Truck and Coach Manufacturing Company and renamed it "Hertz Drive-Ur-Self System".
He sold a controlling interest in the Yellow Truck and Coach Manufacturing Company (and hence also 'Hertz Drive-Ur-Self') to General Motors in 1925 who then purchased the remaining shares in 1943.
Hertz arranged for The Omnibus Corporation, which he also owned, to purchase the car rental business back from GM in 1953. He sold all The Omnibus Corporation's public transport interests the same year, changed its name to 'The Hertz Corporation' and floated it on the New York Stock Exchange the following year.
IBM (NYSE:IBM) today announced that The Hertz Corporation (NYSE:HTZ) and Mindshare Technologies, a leading provider of enterprise feedback solutions, are using IBM analytics software to examine customer survey data including text messages to better identify car and equipment rental performance levels for pinpointing and making the necessary adjustments to improve customer satisfaction levels.
As the world’s largest airport car rental brand with more than 8,300 locations in 146 countries, Hertz continually receives feedback from customers. To retain its competitive edge, the feedback is analyzed so that real-time identification of issues and rapid problem solving solutions can be deployed.
Hertz gathers an amazing amount of customer insight daily, including thousands of comments from web surveys, emails and text messages. We wanted to leverage this insight at both the strategic level and the local level to drive operational improvements," said Joe Eckroth, Chief Information Officer, the Hertz Corporation. “Working closely with the IBM-Mindshare team, we are able to better focus on improvements that our customers care about while removing a time-consuming burden from our location managers. This has greatly improved the effectiveness of our ‘Voice of the Customer’ program and has helped build on our reputation for delivering superior customer service.”
Using IBM Content Analytics software together with a sentiment-based tagging solution from IBM business partner, Mindshare Technologies, Hertz introduced a “Voice of the Customer” analytics system that automatically captures customer experiences in real-time, transforming the information into actionable intelligence. Using a series of linguistic rules, Hertz’s “Voice of the Customer” system categorizes comments received via email and online with descriptive terms such as Vehicle Cleanliness, Staff Courtesy, and Mechanical Issues. The system also flags customers who request a callback from a manager or those who mention #1 Club Gold, Hertz's customer loyalty program.
In the ultra-competitive world of vehicle and equipment rental, Hertz recognizes that understanding customer feedback and adapting the business accordingly is what drives market share and success. However, most of this valuable information is trapped inside free-form customer feedback surveys. Prior to working with IBM and Mindshare Technologies, Hertz location managers read each customer comment submitted online via email or by phone and then manually categorized it for basic reporting and analysis. This approach proved to be labor-intensive and inconsistent, as comments were categorized based on a manager’s personal interpretation.
IBM content analytics software has improved the accuracy and speed of the tagging and analyzing process, almost double what had been achieved manually, setting the stage for more reliable analytics. Free from manually tagging comments, Hertz field managers can now focus attention on performing deep-dive analysis on the information, quickly identifying trends or issues and adjusting operational service levels accordingly.
For instance, wait times at car rental locations can be a contentious issue. The faster and more efficient the car rental/return process, the more likely the customer will do repeat business. Using analytics software, Hertz location managers are able to effectively monitor customer comments to deliver top customer satisfaction scores for this critical level of service. In Philadelphia, survey feedback led managers to discover that delays were occurring at the returns area during certain parts of the day. They quickly adjusted staffing levels and ensured a manager was always present in the area during these specific times.
The Internet and new social media technologies have made consumers more connected, empowered and demanding. The average online user is three times more likely to trust peer opinions over retailer advertising, underlining the importance for retailers to tap new technologies that pay close attention to what customers are saying.
This effort with Hertz reflects IBM’s focus on helping customers get the most out of their information using analytics. IBM recently created a new Business Analytics & Optimization services organization, with 7,000 consultants who can help clients get up and running with deep analytics capabilities, and has invested more than $14 billion in the analytics space in the last four years with more than 24 acquisitions.
RETENTION
Storage: We generally retain personal data about
our customers for as long as we believe appropriate
for the purposes for which it was collected.
Security: We aim to maintain appropriate
physical, procedural and electronic safeguards to
protect your personal data.
Access: You may access and review the personal
data we retain about you and correct any factual
errors.
Storage
------------------------------------------------------------------------------------------------------------- ----------
We generally retain personal data about our customers for as long as we believe appropriate for the
purposes for which it was collected or as otherwise required by applicable law.
Our principal databases for storing the personal data we collect are located in Oklahoma, U.S.A.
Security
-----------------------------------------------------------------------------------------------------------------------
As you may be aware, there is no completely secure method of transmitting or storing data.
Although their physical characteristics are different, postal mail, telephone calls, text messages,
faxes and transmissions over the Internet all present possibilities of loss, misrouting, interception
and misuse of the data that is transmitted.
We aim to maintain appropriate physical, procedural and electronic safeguards to protect your
personal data, including:
Restricting access to personal data to our employees on a “need to know” basis;
Enforcing policies and procedures for our employees in their handling of personal data; and
Using technologies designed to safeguard data during its transmission, such as SSL
encryption for the data you provide on our websites.
If you have reason to believe that any account with us is no longer secure, you must immediately
contact us by following the instructions at the end of this policy.