Europcar identified a need to innovate in their sector, reduce queuing and improving overall customer experience (CX) and user experience (UX) through technology. Europcar is currently partnered with Entelect to relook at the overall Europcar CX model both online and in branch.

A thorough CX and UX plan is being utilised to effectively redesign the existing customer journey and also offer opportunities for innovative solutions.

A key driver for improving the CX and UX is for Europcar to ‘own their own customers’. With a smooth and efficient direct and collection model, more customers will choose to book directly or simply go instore as ease of use is improved.