Capture the context
Keep the source and customer needs together so the next colleague can continue the conversation without starting again.
The CX Suite by CVMView the brief overview
Industry solutions
Car Rental
Explore how the three CX Suite products — LeadMe, SurveyMe and CaseMe — support this industry, with use cases, workflows, responsibilities and measures.
Explore all three products ↓LeadMeProduct preview
LeadMe — Capture rental requests while the booking team is away
Illustrative operating examples, not client results or a promised return.
A use case in practice
A traveller asks at 1:40 am for an SUV for six days, with delivery to a hotel. Capture dates, vehicle class, collection or delivery preference and the relevant eligibility questions. The reservation team receives a complete request to confirm against its rates and fleet availability. Approved document instructions and confirmation keep the next step clear without collecting sensitive documents in the public demo.
Other uses within the industry
Monthly leasing requests need a different qualification path from short rentals. Record duration, mileage expectations and renewal timing, then assign them to the appropriate advisor. Track requested, confirmed and collected bookings separately so an enquiry is not counted as a completed rental.
Explore LeadMe in detailWorkflow and responsibilities
Agree the next step
Assign a responsible colleague, agree the follow-up and confirm availability before committing to an appointment. Connected calendars and messaging are configured for the agreed rollout.
Record the outcome
Record attendance and the eventual decision. Separate enquiries, requests and confirmed outcomes so management can see where opportunities stop progressing.
What the team records and management sees
Information to capture
Rental dates; vehicle class; branch; delivery location; duration; source; booking status
Responsible team
Reservation agent or leasing advisor
Measures to review
After-hours enquiries, qualification, booking confirmation, collection and conversion by source or branch
Start with your own baseline and compare like-for-like periods after rollout. Use confirmed activity and outcomes to assess performance; illustrative examples are not guaranteed results.
An example conversation for this industry
Illustrative conversation with fictional details; wording and connections are agreed before rollout.
SurveyMe — Measure collection, return and the long-term rental experience
Illustrative operating examples, not client results or a promised return.
A use case in practice
After a vehicle is returned, invite feedback about collection, vehicle condition, staff communication and the return process. Keep the branch and rental journey with each response. A low score about unclear deposit communication points the team towards a specific follow-up, while the branch comparison separates isolated feedback from a recurring process issue.
Other uses within the industry
For monthly leases, an agreed mid-contract pulse can uncover service concerns before renewal. Compare short-rental and long-lease feedback as separate groups. If public review invitations are used, apply the same neutral invitation approach regardless of the customer's score.
Explore SurveyMe in detailWorkflow and responsibilities
Choose the journey
Agree the contact permission, event and timing for the invitation. Use a consistent question set for each journey and avoid mixing unrelated experiences in one score.
Listen and compare
Review scores with response volumes and the comments behind them. Compare equivalent branches, stages and periods, then identify themes that the team can act on.
Assign follow-up
Agree which feedback needs a callback and who owns it. Where a CaseMe connection is configured, keep the response and service-recovery outcome linked to the concern.
What the team records and management sees
Information to capture
Branch; rental type; collection or return stage; vehicle-condition and communication scores; comment
Responsible team
Rental operations manager and branch service leads
Measures to review
Participation, return satisfaction, recommendation, deposit-communication themes and branch differences
Start with your own baseline and compare like-for-like periods after rollout. Use confirmed activity and outcomes to assess performance; illustrative examples are not guaranteed results.
An example conversation for this industry
Illustrative conversation with fictional details; wording and connections are agreed before rollout.
CaseMe — Track deposit queries and rental disputes through to an answer
Illustrative operating examples, not client results or a promised return.
A use case in practice
A renter disputes a damage deduction. A named branch manager reviews the rental reference and supporting evidence through the approved secure process, sets a response date under the operator's policy and records the next action. The case history shows the explanation, any authorised adjustment and the customer notification. Finance and branch teams can see who is waiting for whom.
Other uses within the industry
Other uses include delayed collection, replacement-vehicle requests and disagreements about return charges. Separate the issue category from the promised action so managers can see whether delays come from evidence gathering, branch review or an approved refund awaiting completion.
Explore CaseMe in detailWorkflow and responsibilities
Record the concern
Capture the service issue and relevant reference, then categorise it so it reaches the right team. Use approved systems for sensitive supporting records.
Assign the action
Set a named owner, next action and due date. Define who reviews overdue work and how escalation should operate for this service, rather than leaving responsibility in a shared inbox.
Confirm the outcome
Record what was done, the customer update and any remaining follow-up. Review repeat causes and case age so the team can improve the underlying service as well as respond to individuals.
What the team records and management sees
Information to capture
Rental reference; issue category; responsible branch; owner; response target; approved decision; customer update
Responsible team
Branch manager, with finance or fleet operations assigned supporting tasks
Measures to review
Case age, overdue responses, deposit and damage themes, resolution time and outstanding actions by team
Start with your own baseline and compare like-for-like periods after rollout. Use confirmed activity and outcomes to assess performance; illustrative examples are not guaranteed results.
An example conversation for this industry
Illustrative conversation with fictional details; wording and connections are agreed before rollout.
Set up the workflow for your operation
Start with one agreed journey, its responsible team, data sources, permissions and follow-up targets. Calendar, CRM and operational-system connections, and WhatsApp or voice channels, are scoped before live use. The public demo is for exploration with fictional data.
Pro for established operators; group pricing for three or more locations.