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Hertz partners with IBM, Mindshare Technologies

Mindshare's new text analytics product saves time, adds insight for local Hertz managers

By IB Times Staff Reporter - October 26, 2010 AM EDT
This article originally appeared on the International Business Times website on October 26, 2010.

The original article can be seen online by clicking here.

Hertz Corporation has teamed up with IBM and Mindshare Technologies to examine customer survey data including text messages to identify car and equipment rental performance better so as to improve customer satisfaction levels.

"Hertz gathers customer insight, comments from web surveys, emails and text messages daily. We wanted to leverage this insight at both the strategic level and the local level to drive operational improvements," said Joe Eckroth, Chief Information Officer, the Hertz Corporation.

According to Eckroth, working closely with the IBM-Mindshare team, they are able to better focus on improvements that their customers care about while removing a time-consuming burden from their location managers.

"This has greatly improved the effectiveness of our 'Voice of the Customer' program and has helped build on our reputation for delivering superior customer service," said Eckroth.
Prior to working with IBM and Mindshare Technologies, Hertz location managers read each customer comment submitted online via email or by phone and then manually categorize it for basic reporting and analysis.

On the other hand, according to IBM, its content analytics software has improved the accuracy and speed of the tagging and analyzing process, almost doubling what had been achieved manually, setting the stage for more reliable analytics.



About Mindshare Technologies
Mindshare drives operational improvement. Using Mindshare, companies improve operational excellence, foster consumer satisfaction, build customer loyalty, and support employee retention. Our industry experts guide clients in building comprehensive enterprise feedback management (EFM) solutions. Mindshare's proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and incisive reporting. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. For information, visit www.mshare.net.