Capital Grille Case Study

Hertz

Hertz's Online Reservations Skyrocket with a 7% Uplift in Conversion Rate After Streamlined Booking Process.

hertz banner

Overview

Hertz, a global leader in car rentals, was keen to enhance its digital reservation system to better serve an increasingly online customer base. Although they had a significant digital footprint, they wanted to ensure that their booking system was as streamlined and intuitive as possible. With the help of our team and advanced tools like Contents quare, we embarked on a mission to optimize Hertz’s online car reservation process.

Goal

Hertz’s goal was simple yet profound: to elevate the online conversion rate for car reservations. With thousands of potential bookings daily, even slight percentage changes in conversions could lead to substantial gains.

Challenge

While Hertz had a functional online booking system, they suspected there were pain points that caused potential customers to abandon reservations. Identifying these areas, especially those not immediately obvious, was crucial.

Utilizing Behavioral Analytics with Contentsquare

behavioral analytics

About Hertz

The Hertz Corporation is one of the largest worldwide vehicle rental companies, and the Hertz brand is one of the most recognized globally.

Hertz Services

  • Leasing Car
  • Chauffeur Drive
  • Financial Services
  • Trip planning
Contentsquare, a leading behavioral analytics tool, was employed to dive deep into user interactions on the Hertz reservation platform. By analyzing heatmaps, session replays, and user journeys, we pinpointed areas where users struggled or dropped off.

One significant discovery was a specific step in the reservation process that appeared to be causing confusion and wasn’t crucial to the booking. It acted more as a hindrance than a help.

Increase Revenue

$68M

Conversion Rates

7%

Taking Action: Simplifying the Reservation Process

Upon identifying the problematic step through Contentsquare, we proposed its removal to simplify and fast-track the reservation process. By eliminating this unnecessary hurdle, the pathway from selecting a car to finalizing the reservation became more straightforward and user-friendly.

The impact was immediate and noteworthy. Hertz witnessed a 7% uplift in conversion rates post-optimization. This translated to a significant number of increased bookings and revenue.

Feedback from customers further validated the change, with many highlighting the ease and quickness of the revamped reservation system.

Conclusion

This collaboration underscored the importance of continuously evaluating and refining digital processes. Tools like Contentsquare can provide invaluable insights into user behavior, guiding businesses like Hertz to make data-driven decisions that significantly benefit their bottom line. The project was a testament to the power of user-focused design and optimization in the digital age.

About Hertz

The Hertz Corporation is one of the largest worldwide vehicle rental companies, and the Hertz brand is one of the most recognized globally.

Hertz Services

  • Leasing Car
  • Chauffeur Drive
  • Financial Services
  • Trip planning

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