Avis Budget Group Case Study

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Avis Budget Group Loyalty Program Training

Avis Budget Group, Inc. is a leading global provider of vehicle rental services, both through its Avis and Budget brands. It has more than 10,000 rental locations in approximately 175 countries around the world. Avis Budget Group operates most of its car rental offices in North America, Europe and Australia directly, and operates primarily through licensees in other parts of the world. Avis Budget Group is headquartered in Parsippany, N.J. Avis Budget Group required design and development of custom training content to support the launch of their new Loyalty Program. They needed learning materials that explained the changes being made to Avis Preferred and Budget Fastbreak programs. The training content was broken down into 5 courses including online courses, face-to-face courses, and courses that needed to be delivered virtually. The challenge was to describe the new Avis & Budget programs features and customer benefits. They needed learning materials that created excitement and highlighted program benefits. Training was developed for Sales Agents, Central Billing Customer Service, Car Customer Service, Specialty Reservations, Account Services, Small Business Agents, Prefer, Field Operations-Preferred/Fastbreak, Rental Sales Associates, Managers, Agency Operators, Licensees, and the Business Activation Team.

The Brookwood Solution

Brookwood’s experienced eLearning and creative team worked with Avis Budget Group’s internal SME to provide a solution for their training needs. Brookwood provided instructional design, development, and mentoring services to produce unique learning modules. Brookwood developed modules for distance learning, PowerPoint presentations for face-to-face and virtual delivery, facilitator guides, help documents, and job-aids. Real-life scenarios were developed that focused on member experiences and used images of member cards, brochures, and website screens. Fictional members were used to illustrate examples of the loyalty program benefits. Articulate Storyline and PowerPoint was used for the development of the modules.

The Results

Brookwood’s experience helped Avis Budget Group save months of development time in building effective learning courses. The eLearning solutions ensured that the sales agents and managers were able to identify the changes to existing programs and new programs to best assist Avis and Budget customers with their needs, and describe the customer advantages of the new program features to create excitement and encourage member participation. Overall, Avis Budget Group is now able to provide training to learners with minimal client resources.