Dedicated to creating best practices and utilizing technology, Hertz is always looking for ways to improve and evolve service. Five years ago, the company installed traditional self-service kiosks to help fill in customer service gaps at busy locations. But the machines fell short on both customer service and key business objectives. The kiosks were impersonal and lacked helpful explanations. Customers passed over value-added services and did not utilize the machines effectively. It wasn’t the solution Hertz had envisioned so the company went back to the drawing board to find a more innovative approach.
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