1. Enterprise Rent-a-Car

2. Enterprise Company Background
Founded in 1957
Chairman Jack Taylor .
CEO Andrew C. Taylor
Headquarters in St. Louis
Annual Revenue $5.6 billion.
493,000 cars available in its fleet
more than 4,000 locations worldwide
45,000 employees worldwide

3. Enterprise in the Industry
Ranked #22 by Forbes magazine for Fortune 500 private companies
Company
Rank(1999)
Cars in Service(US)
Locations
(US)
Revenue
1. Enterprise
399, 941
3600
$3.85 billion
2. Avis
280, 500
1220
$3.6 billion
3. Alamo
150, 000
1000
$2.2 billion

4. Company Goals
To provide automobile rental, leasing and car sale needs of their customers and in the process exceed expectations for service, quality and value.

5. Target Customers
Individuals whose vehicles have been in an accident, stolen or are being repaired
Individuals who are traveling or need a different car for a special occasion
Insurance companies that refer policyholders to Enterprise

6. Customer Relationship Management
Company is founded on Customer service
In 1992, introduced the Enterprise Computer Assisted Rental System (Ecars)
Satellite system vs. Terrestrial system(telecommunications)
Branches are evaluated on an Enterprise Service Quality Index(ESQI)

7. Customer Relationship Management(con’d)
Automated Rental Management System (ARMS) is Enterprise’s custom system that lets insurance companies access its rental information. (i.e.Geico Direct)

8. Implementation Training Employees learn new set of processes
Integration and Testing
Testing links between entire CRM strategy
Data Conversion
Convert customer information to integrate with existing systems