Anuário Brasileiro do Setor de Locação de Veículos | 2018

90 Anuário Brasileiro do Setor de Locação de Veículos Brazilian Vehicle Rental Sector Yearbook 2018 Connectivity and innovation grow fast in the sector I n large, medium and small companies in the vehicle rental sector, innovation and the use of technologyhavebeen increasinglycommon tools. More than shortening response time in operations, there are solutions that are now improving management and sales. Eugênio Mattar, CEO of Localiza Hertz, says innovation offers tangible benefits to customers and the business. “The focus is on improving the user experience, increasing productivity and reducing costs,” he says. The technology that allows the booking of a vehicle using several different channels, including apps, is an example. “The user already checks in using an app and authentication is via facial recognition. “The smartphone shows the vehicle, its location and license plate, and by simply clicking on the ‘open the car’ button you get the keys.” Mattar says the app has proven to be the ideal tool to give customers access to the main rental services, such as 24-hour bookings, 100% autonomous pick up, profile monitoring and loyalty points. “Our app has been downloaded over 500,000 times,” he says. Mobile devices are also instruments that make registration faster and simpler. First- time customers, or those whose data are outdated, are invited to speed up vehicle collection by simply entering the registration site. “With image recognition technology capturing the driver’s license data without typing, customers just fill out essential data on the site,” explains Mattar. Renato Franklin, CEO of Movida, adds that he welcomes the creation of cloud environments that are fast and flexible, “without the need for heavy investment in information technology infrastructure. “In addition, he says there are partnerships with startups to create technologies to be applied in different areas of the business - from financial to fleet tracking. “We use creativity, technology and innovation to deliver tangible results - that is, to strengthen customer relationships, enhance our image as a modern business and attract new users to the rental market,” he says. Moreover, even loyalty programs continue are still valid provided they are used creatively and with technological support. “In addition to free days and upgrades, a service that has been very well received is customer transfer to an airports in the car rented without having to go to the rental agency,” says Mattar, of Localiza Hertz . Another technology appropriate for sector which facilitates bookings is chatbot software that works within messaging apps. “They are intelligent communication services through which you can talk and interact through messaging apps such as Facebook Messenger,” explains Mattar. Renato Franklin, who is also a member of ABLA’s Management Board, says new customers have an interesting profile: “People who thought renting a car was boring, expensive and bland, from the moment they experience a cool vehicle, in a fast and simple process, change their opinion. In our case, we use a tool which enables customers to tell us they are on their way to speed up the vehicle pick up process,” he says. Franklin says creativity and innovation are also important concepts in relation to the location of agencies, diversification of the fleet and new options such as monthly rent for private individuals, among other aspects that are part of the daily activities of all the companies. So, if technology has impacted habits and the way we get around, making it part of vehicle rental means keeping the sector at the forefront. “We are mobility, we are sharing, we belong to the shared economy. All this is fundamental to being chosen as a relevant mobility solution by our customers,” says Mattar. If technology has impacted habits and the way we get around, making it part of vehicle rental means keeping the sector at the forefront GESTÃO | MANAGEMENT