Ofran transforming its customer communication
Company
Israel’s leading car rental company for outbound travel, that provides car rental services through joint ventures with selected car rental companies in over 60 countries and 6,000 rental stations around the world.
Ofran was founded in 1990 and currently works with hundreds of travel agencies in Israel and serves many companies, including Elbit Systems, Rafael, IAI, Check Point, Amdocs and more. The company operates with recognized international rental companies including Alamo, Europcar, National, Budget, Hertz, and Avis.
The company operates additional branches in Sweden and South Africa and collaborations in Hungary, Romania, and Russia.
Travel and leisure
Constant communication with customers during their vacation
Using the complete suite of Howazit tools for constant improved customer engagement
40% drop in calls to the call center and a large increase in Google reviews with 49% of happy customers leaving a review
Challenge
As Ofran serves customers mostly when they are abroad, communication is very important during their stay. Ofran was looking to improve its communication during this time, as well as collect feedback after the car rental is completed.
40%
drop in calls to the call center
49%
of happy customers leaving a Google review
1500
Google Reviews
Solution
Since 2017 Ofran has been using Howazits’ complete suite of tools; the web application, omnichannel communication platform, and interactive chatbot.
The web application is sent to the customer a few days before their trip, including personalized relevant information, as well as a link to a live chat with a representative.
Using Howazit’s omnichannel communication, Ofran is able to communicate with its customers across platforms. “The interface of Howazit is very effective and savse time since (a) we automatically receive the customer’s details and we don’t need to ask “who are you? Etc.” and (b) it enables the service center to take care of a couple customers at the same time (unlike a phone call…).”
After the customer returns the car and completes their trip, they receive a satisfaction chatbot to inquire about their experience. In the end, happy customers are driven to leave a google review.
Results
Using Howazit reduced call-center calls, with over 40% of the customers using the omni-channel solution instead of calling. Also, according to Lihi Bavli, CMO at Ofran
“Thanks to proactive, real-time communication, we were able to efficiently serve customers while they are on their trip and make them happy returning customers and brand ambassadors.” “We can say with a lot of confidence that the significant growth in reviews on our google business page is 100% thanks to Howazit!”.
49% of the promoters go to recommend on Google which has an amazing score of 4.8 from almost 1500 reviews.