AVIS - What happened to their mobile solutions?

Last week I took a trip to New Jersey and encountered the convergence of the Internet (www.hotwire.com/) and a mobile point of service solution that could have saved time and dissatisfaction. Having arrived at Newark airport I proceeded to the AVIS counter.(When you book through Hotwire you have to stand in- line to get your contract and keys - no problem as it was really cheap.) Well it just went downhill from there! With four (4) AVIS associates behind their counters and just three customers in front of me we were ready to get our keys and take off. Not exactly, the cars weren't ready so we were forced to wait in-line for 25 minutes. As you can imagine the line started to get longer and longer to the point where people were now outside the building. All AVIS had to do to quell the masses was start to LINE BUST, that's right come out from behind your counters and use those mobile handhelds. They could have easily checked our drivers license information, credit card and given us a number, then when the car was ready they could call us, just like the deli at your local supermarket. Instead we all waited getting more frustrated as time dragged on. This was poor customer service from AVIS the organization that claims to TRY HARDER!. What a lost opportunity- a great partnership with Hotwire delivered a new customer but the lack of customer service lead to many dissatisfied renters. Extending the mobile point of sale could have left a great impression, alas an opportunity wasted. If you have any interesting mobile stories e-mail me at info@stratixcorp.com

Mobility Solutions Soften the Effects of a Slow Economy

The economy is in a nose dive and customer service is absolutely critical, so we expect that mobility solutions, from service orders to merchandise location will become the de-facto standard, otherwise companies will not survive. For instance, Circuit City has just filed bankruptcy, a real surprise as they had lead the way in customer experiences. They had certainly used the listening kiosks or listening stations as a way to help their customers make a purchasing decision. Now with the lack of consumers and very competitive pricing many companies are trying to figure out how to reduce costs, but make their associates more productive. Mobile solutions that you may have seen such as in the Apple Store, the Macy's shoe department or even at your favorite airline are making a difference. So keep your eyes open and watch the change going mobile.

Paul Shiman, Vice President Marketing