Ensuring a Seamless Multichannel Experience
Mision
To harmonise communication and operational systems across all channels, ensuring customers receive accurate information and seamless service from booking to return.
Vision
To deliver a fully integrated, transparent, and frictionless rental experience, where every customer interaction, digital or human, reflects clarity, trust, and consistency.
Industry
Car Rental
Size
Big Corp
Markets
Global
Timeline
4 Weeks
Team Member
1 Team Member
Type of Project
Implant
Need For Cange
As the company expanded its product portfolio, inconsistencies began to appear between communication channels and technical systems.
Customers interacting across multiple touchpoints (e.g. booking online, modifying via app, or cancelling through the call centre) were exposed to potential friction, pricing discrepancies, or unclear messaging.
This project aimed to eliminate those pain points, safeguarding the customer experience while ensuring internal alignment before the new product’s market rollout.
Business Background
As part of a new product launch, the company aimed to guarantee a seamless customer experience across all communication and transaction channels, from booking to modification or cancellation.
The goal was to ensure that both the technical processes and communication flows aligned to deliver a consistent, friction-free journey for the customer, regardless of where or how the interaction took place.
The project required validating the end-to-end experience, identifying potential conflicts between systems, pricing models, and messages delivered through digital, call centre, and in-branch channels.
The Company
A leading mobility and car rental provider with an international presence, serving millions of customers annually across multiple touchpoints: website, mobile app, call centres, and physical locations.
The company’s strategy is built on trust, transparency, and innovation in mobility solutions.
Key Challenges
Cross-Channel Consistency: Ensuring customers receive coherent information across online and offline channels, particularly regarding product conditions and pricing.
Technical Integration: Verifying that all systems (website, CRM, POS, reservation engines) correctly handled modifications and cancellations without conflicts.
Communication Alignment: Harmonising messaging between marketing, operations, and customer support to avoid contradictory or confusing instructions.
Contractual Transparency: Ensuring that pricing adjustments and policy changes (modifications, cancellations) were communicated and applied uniformly.
Customer Friction During Change Requests: Validating that the user journey remained smooth even when the customer altered their reservation.
Operational Readiness: Preparing teams across regions and channels for consistent implementation of the new product rules.
Objectives
Guarantee consistency in customer communication across all channels.
Validate the technical and operational flow for modifications and cancellations.
Ensure pricing logic and contractual conditions remain coherent throughout the customer journey.
Detect and eliminate friction in customer interactions, particularly at critical decision points.
Inform internal teams to deliver accurate, aligned information across markets and touchpoints.
Establish a governance model for ongoing cross-channel experience validation.
Overcoming Obstacles
Identify friction across booking, modification, and cancellation flows.
Validate with IT and pricing teams the consistency of conditions across channels.
Align contract terms and cancellation policies with Legal and Operations.
Test of cross-channel communication templates for emails, confirmations, and call-centre scripts.
Coordinated training for customer-facing teams to ensure accurate messaging.
Lessons Learned
Multichannel consistency must be tested before launch, not corrected after.
Technical and communication validation are inseparable in CX design.
Clear governance between teams prevents operational misalignment.
Continuous monitoring ensures the experience remains consistent post-launch.
Impact
By anticipating and correcting inconsistencies before launch, the company prevented customer frustration, protected brand trust, and reduced operational inefficiencies linked to manual corrections or complaints.
The unified multichannel experience ensured that customers could modify or cancel reservations with full transparency and confidence, ultimately increasing satisfaction, loyalty, and conversion rates.
Results
Seamless experience across all channels for booking, modification, and cancellation.
Unified communication templates and transparent customer messaging.
Reducing pricing discrepancies and contractual confusion.
Higher customer satisfaction and reduced contact centre escalations.
Improved internal efficiency and reduced manual corrections.
Conclusion
The project successfully ensured a smooth, consistent, and reliable experience for customers across all touchpoints during the launch of the new product.
By validating technical and communication aspects before release, the company safeguarded customer trust, prevented friction, and set a new internal standard for cross-channel coordination and CX excellence.
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