Creating a Support Site to Enhance the Customer Experience
Mision
To deliver an easy-to-use, informative, and confidence-building digital tool that helps customers choose, operate, and enjoy EVs, while giving internal teams a resource to support adoption.
Vision
To make EV rental as seamless and desirable as traditional car rentals by removing doubts and empowering customers with knowledge.
Industry
Mobility
Size
Big Corp
Markets
Global
Timeline
4 Months
Team Member
3 Team Members
Type of Project
Implant
Need For Cange
To succeed in the EV rental market, the company required a customer education tool that both:
Reduced doubts and misperceptions about EV usage.
Differentiated the brand with a market advantage over competitors by simplifying the rental experience.
Business Background
The company sought to strengthen its customer experience in the growing electric vehicle (EV) rental market.
Many customers had doubts or misperceptions about EVs, particularly regarding how to operate them and whether they were suitable for specific trips. To address this, a dedicated information site was developed to explain each vehicle’s features and offer a trip-planning tool to calculate battery range.
The Company
A multinational car rental provider, expanding its EV fleet as part of a long-term sustainability and innovation strategy, needed to reduce customer friction and increase acceptance of electric vehicles.
Key Challenges
Customer Knowledge Gaps: Renters often lacked confidence in using EVs, leading to uncertainty and hesitation.
Operational Friction: Questions such as how to open, start, close, or recharge the car frequently arose at rental stations.
Trip Concerns: Customers needed a reliable way to understand battery range for their intended journey.
Sales Enablement: Sales staff lacked a unified resource to explain EV benefits and reassure customers.
Global Implementation: Ensuring the platform was deployed consistently across multiple countries and integrated into both online and offline processes.
Vendor Alignment: External developers needed clear guidance to meet internal stakeholder expectations.
Objectives
Create a customer-facing site with clear guidance on EV operation.
Implement a trip planner feature showing realistic battery range per journey.
Provide sales staff with a resource to boost customer acceptance of EVs.
Reduce operational friction during rentals by answering common questions upfront.
Ensure seamless implementation across all countries, stations and channels.
Train internal teams and call center agents to use the platform effectively.
Manage cross-functional collaboration and external vendor delivery.
Overcoming Obstacles
Cross-country alignment: Ensured consistent deployment despite local differences.
Vendor communication: Maintained close supervision to keep external providers aligned.
Customer doubts: Addressed by designing content to be clear, accessible, and practical.
Lessons Learned
Customer education is critical for EV adoption.
Trip planning tools are essential to reduce range anxiety.
Early involvement of call centers and sales staff is key for success.
Vendor oversight ensures alignment with business needs.
Impact
Increased customer confidence in renting EVs.
Reduced time spent by staff answering basic operational questions.
Enhanced perception of the company in the mobility sector.
Stronger customer satisfaction during the rental period.
Results
Fully functional site deployed across all relevant markets.
Trip planner feature implemented and used by customers.
Staff reported improved ease of explaining EV benefits.
Reduction in customer complaints or confusion.
Conclusion
The project delivered a strategic customer experience advantage, equipping both customers and internal teams with the tools to embrace EVs. By reducing friction, increasing confidence, and aligning online/offline support, the company positioned itself ahead of competitors in the EV rental market.
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