Carzonrent Sets Industry Standard With Web Platform

The First Steps

If the car rental business looks simple from the outside, it is actually quite complex due to of a number of permutations in client requests. "Every individual unit offers different packages to meet customer needs. We had to align the application with all those needs," says Munjal.

This forced him to build multiple functionalities in the system. These included functions that allowed users select their own service and batch requests from corporates, and functions that enabled pre-authorization and online charging of credit cards. Other modules dealt with services that were specific to individual units or customer needs and some to support the business. These challenges were accompanied by a significant change management test since INSTA needed to be implemented at all the company's locations. "Convincing the frontline and operational teams on the benefits of a Web-based reservation system was tough," says Munjal. "It was like changing the way car rental business works. Operations were happy using physical registers and standalone applications." Over time Munjal and other top executives rode past these speed bumps allowing for the implementation of INSTA in a phased manner. Today, it is used at over 50 locations including contact centers, branch offices.

The Bottom Line