Hertz Rideshare
Hertz Rideshare is a small but growing business within Hertz, where drivers rent with Hertz to earn with Uber and Lyft. When drivers rent Teslas and other premium EVs, they qualify for higher earnings with Uber Comfort, as well as other Uber incentives.
Coming into the Hertz Rideshare team, the main business goal for our content was to reduce both onboarding time and churn. It was taking Hertz employees up to an hour with each new customer, explaining billing, weekly extensions, maintenance, and more. And when it came to drivers leaving the program, the biggest reason listed by far was how complicated the billing process was, and how it made it look like drivers were being double charged.
Existing Hertz Rideshare customer journey
Observations and opportunities
An audit of the existing Hertz Rideshare customer journey showed that we actually had very little content created specifically for this audience. After conducted interviews with Hertz Rideshare employees, both in the field and on Zoom, we sketched out a new content plan across the customer journey to reduce onboarding time and churn:
And that new resource hub became…
Hertz.com/myuber
Example FAQ page: Billing
Hertz Rideshare video resources
With a limited freelance budget, we flew our Miami location to film and in one day captured a variety of different topics, from an overview of pickup to EV charging to billing. We covered this topics in both English and Spanish, knowing that many Uber drivers spoke English as a second language. We uploaded these videos to an Uber x Hertz playlist, where they quickly racked up thousands of organic views.
Hertz Rideshare CRM
We created an onboarding CRM flow for every driver, whether they were renting a Tesla, a different EV, or a gas-powered car. Each email drove to the new Hertz.com/myuber FAQ hub, and helped them prepare for pickup and learn about the program before they even step foot on the lot.
Hertz Rideshare locations
Knowing that drivers would be coming into locations top pick up their rentals, we created bold, eye-catching posters and shipped them to our locations.
