1. SugarCRM in Avis Car Rental Tom Orvei CRM ansvarlig Avis Skandinavia Go Open, Oslo 19/04/2010

2. Contents Avis Car Rental a short presentation The SugarCRM Pro implementation in Avis Exploiting SugarCRM in Avis -2-

3. Loyal customers choosing Avis everywhere

4. Contents Avis Car Rental a short presentation The SugarCRM Pro implementation in Avis Exploiting SugarCRM in Avis -5-

5. 360 customer view ..a single view of the customer RESERVATIONS CAR PICK-UP MARKETING & SALES 360 DURING RENTAL Avis DUNNING Value (DEPT OUTSTANDING) Chain RETURN CAR INVOICING CASES (CUSTOMER SERVICE & DAMAGE)

6. From Value Chain to Customer Lifecycle MARKETING CASES & RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING DUNNING & DAMAGE) SALES RESERVATIONS CAR PICK-UP MARKETING & SALES DURING RENTAL DUNNING (DEPT OUTSTANDING) RETURN CAR INVOICING CASES (CUSTOMER SERVICE & DAMAGE)

7. From Value Chain to Customer Lifecycle MARKETING CASES & RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING DUNNING & DAMAGE) SALES ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE

8. Avis tools in SugarCRM MARKETING CASES & RESERVATION CAR PICK-UP DURING RENTAL RETURN CAR (CUSTOMER SERVICE INVOICING DUNNING & DAMAGE) SALES ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE

9. Avis tools in SugarCRM ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE

10. Avis tools in SugarCRM ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE MARKETING SALES Lead Opportunity E-mail Marketing SMS Marketing Management Management Web-to-Lead Customer Account Contact Forms Surveys Management Management TAILORED MODULES RENTAL AVIS CARDS CASES REPORTS COLLABORATION Activity Outlook Plug-in Knowledge Base Reporting Management

11. 360 customer view RESERVATIONS Key Points CAR PICK-UP MARKETING & SALES DURING 360 Avis RENTAL Share one complete DUNNING (DEPT OUTSTANDING) Value Chain customer picture across RETURN CAR departments in Avis INVOICING Auto population of CASES (CUSTOMER SERVICE & DAMAGE) customer info into Sugar modules - 12 -

12. 360 customer view ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE MARKETING Key Points SALES Lead Opportunity E-mail Marketing MS Marketing SMS S Management Management Web-to-Lead Customer Account Contact Forms Surveys Management Management Share one complete RENTAL TAILORED MODULES AVIS CARDS CASES REPORTS customer picture across departments in Avis COLLABORATION Activity Outlook Plug-in Management Knowledge Base Reporting Auto population of customer info into Sugar modules Utilizing tools in Sugar to strengthen the Customer Life Cycle with Avis - 13 -

13. Contents Avis Car Rental a short presentation The SugarCRM Pro implementation in Avis Exploiting SugarCRM in Avis - 14 -

14. Enhanced communication ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE MARKETING SALES Lead Opportunity E-mail Marketing SMS Marketing Management Management Web-to-Lead Customer Account Contact Forms Surveys Management Management TAILORED MODULES RENTAL AVIS CARDS CASES REPORTS COLLABORATION Activity Outlook Plug-in Knowledge Base Reporting Management

15. E-mail Marketing SMS Marketing What is our goal? ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Future Customer Lifecycle Historic Customer Lifecycle

16. E-mail Marketing SMS Marketing E-mail Marketing ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Promoter Booking Avis Preferred Post Rental Email Confirmation Loyalty program Email Upsell / Cross Sell Offers

17. E-mail Marketing SMS Marketing Demo E-mail Marketing ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Promoter Booking Avis Preferred Post Rental Email Confirmation Loyalty program Email Upsell / Cross Sell Offers Newsletter sent to Tom Orvei Newsletter template made in Sugar Newsletter is sent out and results tracks back to the Contact profile in Sugar

18. E-mail Marketing SMS Marketing SMS Marketing ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Promoter Booking Post Rental SMS Confirmation Pick up SMS Reminder / Cross Upsell Sell Offers

19. E-mail Marketing SMS Marketing Demo SMS Marketing ACQUIRE >> CONVERT >> GROW >> RETAIN >> RE-ACTIVATE Promoter Booking Post Rental SMS Confirmation Pick up SMS Reminder / Cross Upsell Sell Offers SMS sent after a rental is finished, promoting Avis Preferred Receiver, Tom Orvei, responds to the SMS Everything is save onto Toms Contact profile in Sugar

20. Summary Loyal customers CRM for Avis is a choosing Strategic tool to improve Avis Customer Lifecycle everywhere We are currently busy exploiting tools in SugarCRM to reach our CRM goals - 21 -

21. Loyal customers choosing Avis everywhere

22. Thank you for listening! to@avis.no