Challenge
As part of its digital transformation strategy, the company sought to improve two critical areas of the customer experience: streamlining the rental pickup process and enhancing customer communication. The existing system relied on manual workflows and fragmented messaging services, creating inefficiencies for both customers and branch employees.
For the pickup process, customers needed a way to manage rental agreements, payments, and vehicle assignments directly through the mobile app. Branch employees also required a more efficient way to track and manage active rentals, ensuring smooth coordination and faster customer service.
In addition, the lack of a centralized messaging system created challenges in communication between customers and rental branches. To improve responsiveness, the company needed a real-time, event-driven text messaging solution that would allow employees to efficiently manage customer interactions and rental state updates.
To achieve these goals, the company required a highly scalable mobile platform that could seamlessly integrate with existing backend services while ensuring secure transactions, rapid performance, and real-time communication.
Solution
Technology Partners led the design, development, and implementation of a scalable mobile-first solution, enhancing both the rental pickup experience and customer messaging workflows.
For the rental pickup process, the development team built Java/SpringBoot backend services to handle rental agreement state transitions, payment processing, and vehicle assignments. A React-based UI application was developed to provide branch employees with real-time tracking and management tools, ensuring a more efficient rental operation.
To improve customer messaging, Technology Partners implemented an event-driven architecture using AWS Lambda, SQS, S3, and DynamoDB. The backend system, built with NodeJS, seamlessly integrated with Twilio’s SMS Hub, enabling real-time text messaging between customers and branch support teams. A React-based UI application allowed employees to manage conversations efficiently, improving responsiveness and customer service quality.
By leveraging cloud-native technologies, the solution ensured high availability, scalability, and seamless integration with the company’s broader mobility ecosystem.
Results
The modernized mobile platform delivered significant improvements in customer experience and operational efficiency.
With the streamlined rental pickup process, customers were able to complete rental agreements, manage payments, and access vehicle details directly from the mobile app, reducing wait times and improving self-service capabilities. Branch employees gained better visibility into rental activity, allowing them to process pickups faster and enhance service coordination.
The implementation of the real-time messaging solution transformed customer-branch communication, enabling faster response times and improved rental state tracking. Employees could now manage multiple customer conversations seamlessly, reducing delays and ensuring more efficient support throughout the rental process.
By utilizing a scalable and secure cloud-based architecture, the company positioned itself for continued innovation and customer-centric improvements, reinforcing its commitment to delivering a frictionless mobility experience.
Key Outcomes
- Optimized rental pickup process, reducing wait times and enhancing customer convenience.
- Improved customer-branch communication, enabling real-time text messaging and better service coordination.
- Seamless backend integration, ensuring secure transactions and scalable performance.
- Enhanced branch operations, providing employees with better tools for managing active rentals.
- Future-ready cloud architecture, enabling rapid innovation and continuous service improvements.
