Increasing Sales Conversion in Uncertain Times

How Penske Truck Leasing Co. Increased Answer Rates to Drive Higher Sales Conversions

We thought we would see a rise in answer rates by a percentage or two. We weren’t expecting such a significant increase.”

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Client:

Penske

Penske is a global transportation company, offering full-service commercial truck leasing, truck fleet maintenance, consumer truck rentals and used truck sales to customers in North America for over 50 years.

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Country:

United States

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Transportation

Call Type:

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Product:

Branded Call

Table of contents:

Background

Penske’s story and new challenges

With more than 327,000 vehicles for commercial and consumer rental and over 2,500 rental locations, Penske is one of the most recognizable and trusted transportation businesses on the road today.Penske’s bright yellow consumer moving truck rentals are a significant portion of its business and an important element of its brand. With approximately 200 associates, the central reservations contact center for Penske consumer rentals takes both inbound phone calls and follows up with outbound calls on inquiries that come in via the company website.

Problem

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There are numerous tactics one can take to influence call center metrics and that all important answer rate, but without identity and trust in the call, it won’t be picked up. Hiya provides call recipients insights into who is calling so that the chances of branded calling are so significantly increased that they offset other negative external effects to your business, like a pandemic, that one has no way of controlling.According to Jacobelli, “Hiya wasn’t on our list in late 2019 or early 2020, but this project took precedent over anything else and it has made all the difference.”