Building a Touchless Platform
to Improve Customer Experience
And Unlock New Revenue Streams

Providing customers with a touchless experience from renting to picking up and unlocking a vehicle

As a trusted rental car provider, Grape Up’s customer sustains client loyalty by improving customer experience. A customer-centric approach obligates the company to develop services, internal processes, and operations resulting in overall customer satisfaction. To address those things, when setting up the collaboration with Grape Up, the rental company had outlined a few demanding challenges to solve.

The customer was devoted to simplifying the process of ordering, picking up, and unlocking a vehicle. The leading car rental provider needed a solution allowing to get and open a car remotely, without contacting the company employees, preferably using a mobile app. Such a solution was meant to provide customers with the user experience well-adopted in numerous services (Uber and Lyft, food ordering, Netflix) and demanded as customer expectations are evolving towards contactless, mobile-first processes that reduce queues and provide flexibility.

What was meant to be a simple, mobile app for customers required the entire backend architecture enabling a touchless experience. Before designing a car rental app, Grape Up with the customer had had to ensure data flow and provide access to information about every car, including telematics data. While managing a fleet consisting of over 530 thousand vehicles provided by various automakers and using different in-car software, building solutions enabling to manage such extensive volumes of data becomes demanding.

Along with significantly improving customer experience, the company wanted to enhance its partnerships with insurance enterprises and provide rental services for the customers of those companies. Such a process required the tool that allows insurers to process the case reported by a client, share information with the rental company, and allows rental company employees to suggest a vehicle that matches the driver’s needs. The case needed to be processed remotely.