Key Issues

Pace Car Rental - a rental car company in South Africa specialising in short- and long-term car rental, cash car rental, and van and bakkie rentals - struggled with efficiently managing customer inquiries. Before adopting Cue, the company relied on a mix of phone calls, emails, and multiple WhatsApp lines across its branches. 

This decentralised system led to delays in query resolution, as transferring enquiries between departments was manual and time-consuming. After-hours support was limited, and the existing WhatsApp for Business tool used by another division restricted the number of team members who could respond, hindering scalability. As the business expanded, Pace Car Rental needed a centralised solution to improve response times and streamline customer interactions.

Solution

Pace Car Rental partnered with Cue to centralise and modernise its communication workflows to solve the growing complexity of managing customer interactions across multiple platforms. The goal was to reduce friction in how customers reached out and how quickly the team could respond, without sacrificing personalisation or scalability.

Cue provided Pace Car Rental with a robust set of tools to transform their customer service operations:

• Centralised WhatsApp line: A single WhatsApp line consolidated all customer communications, replacing fragmented channels.

• Unlimited seats: Multiple team members across departments could access and manage queries simultaneously, enabling seamless collaboration and an enhanced customer experience.

• System integration: Integration with their rental car management software allowed customers to book and manage rentals using WhatsApp, automating confirmations and check-ins.

• Chatbot and broadcasts: A chatbot offers 24/7 support for common inquiries, while automated broadcasts enhance marketing and service updates.

The implementation began with a basic live chat setup to assess query volumes, followed by the chatbot and system integration.

Results

The results from implementing Cue were immediate and measurable, marking a turning point in how Pace Car Rental handles customer service. What used to be a fragmented, time-consuming system is now a fast, efficient, and scalable operation. Customers receive quicker responses, staff work more collaboratively, and marketing efforts land with more impact.

Since partnering with Cue, Pace Car Rental has achieved significant improvements:

• Faster Response Times: Response times dropped to an average of 5-10 minutes, with a target of under 5 minutes, compared to longer response times pre-Cue.

• Increased Engagement: WhatsApp marketing broadcasts achieved open rates that were a 50% improvement versus email campaigns.

• Operational Efficiency: Unlimited seats and integration with their system streamlined query handling and reduced manual processes.

• Improved Reputation: Automated review requests led to a surge in positive feedback, enhancing their online presence.

These outcomes have supported Pace Car Rental’s growth by delivering a smoother customer experience and optimising internal workflows.