The largest car rental company in the world has to deal with a large number of claims as well. Hertz and its European operations were unable to operate their legacy claims system effectively due to limited automation, according to David Voller, European claim manager, Hertz Claim Management, Hertz Europe Ltd.
The Hertz system was "just a means of collecting data" and the only tool that it provided to users was a simple reminder diary, according to Voller.
"Our claim files were paper and our processes entirely manual," he says. "We had different claim practices in each country and multiple copies of the same claim file when it was being worked by more than one claims office."
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