Hertz revamps branch network to improve customer service

Car rental brand Hertz is to revamp its branch network to include new features such as self-service kiosks and complimentary internet access as it aims to streamline the rental experience.

The makeover includes the introduction of recharge zones for mobile phones and tablets and a children’s area that offers computer games and drawing packages. There are also touchscreens positioned around the store that show what’s on in the surrounding area and video walls featuring rotating local scenes.

Hertz has also tried to make its new branches more sustainable, using energy efficient lighting, water saving fixtures and recycled building materials, as well as offering on site recycling of general and auto waste. Customers will also be able to book low emission cars by the hour. The first UK branch to be redesigned is the flagship Marble Arch location in London.

Its worldwide estate, starting in the US and expanding into Europe, is also due to be redesigned. In the UK, Hertz neighbourhood and airport branches are next in line to get a makeover starting next year at Heathrow, Aberdeen and Newcastle.

Michel Taride, group president at Hertz International, says: “At Hertz we are always listening to our customers and implementing solutions to meet and exceed their needs.”

Hertz runs car rental businesses through a number of brands, including Hertz, Dollar, Thrifty and Firefly. It has 10,400 corporate, licensee and franchisee locations globally and saw revenues increase 22 per cent in the third quarter to $3.07bn.

Its nearest rival is Enterprise, which has 6,500 airport and neighbourhood locations worldwide. It also counts Avis, Sixt and Europcar among its competitors.

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