Problem Analysis

Problem Analysis



One problem we noticed is that the process is quite long and complex, particularly for regular customers who have rented from Enterprise before. This can lead to frustration and a negative customer experience. In order to address this issue, the company could look for ways to streamline the process and make it more efficient. For example, they could implement a system that allows customers to quickly and easily reserve a car online, without having to go through multiple steps and paperwork. Another issue we observed is the existence of an information silo when it comes to the customer getting the car they want. The process currently requires the customer to go to the branch in person and select a car from the available options. This can be inconvenient for customers and can also lead to delays if the branch doesn't have the type of car the customer wants. Another potential problem is that the current system allows customers to place a reservation, even if the branch doesn't have any cars available at the moment. This can lead to disappointment and frustration for the customer, who may show up at the branch expecting to be able to rent a car, only to find out that none are available. Finally, we also observed that the process currently requires customers to be verified at the branch location, rather than being able to do this at home. This can add extra time and inconvenience to the process, particularly for customers who live far from the branch or who have limited mobility.