Hertz Corp. has teamed up with IBM and MindShare Technologies to examine customer survey data including text messages to identify car and equipment rental performance better.
“Hertz gathers customer insight, comments from web surveys, emails and text messages daily,” said the company’s chief information officer Joe Eckroth. Eckroth said by working closely with the IBM-Mindshare team, they are able to focus on improvements and customer concerns while removing a time-consuming task from location managers.
Before working with IBM and Mindshare, Hertz location managers read each customer comment submitted online via e-mail or phone and manually categorized them for reporting and analysis. IBM’s content analytics software has improved the accuracy and speed of the tagging and analyzing process, almost doubling what had been achieved manually.