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Fastest, easiest, most valued. Today’s Journey. The Hertz Brand. Customer Service & Account Management. Sustainability. Innovation. Hertz: who we are; what we stand for. Key Corporate Strategies. Our Vision Hertz will be the global leader in mobility and equipment solutions.
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Today’s Journey The Hertz Brand Customer Service & Account Management Sustainability Innovation
Hertz: who we are; what we stand for
Key Corporate Strategies • Our Vision • Hertz will be the global leader in mobility and equipment solutions • Our Mission • Our Mission is to be the lowest cost, highest quality and most customer focused rental company in every market we serve, creating value for our shareholders. • We will achieve our Vision and Mission by focusing on, and balancing, customer satisfaction, employee satisfaction and asset management, with equal emphasis on efficiency and growth.
Fact: In Today’s Global Marketplace, Hertz Is The Global Brand • $8.3B global car and equipment rental leader • 23,000 employees at ≈ 8,500 locations in 150 countries • Only car rental company with locations on 6 continents • #1 airport car rental brand in the U.S.; At 119 major airports across Europe • One of world’s largest equipment rental businesses, operating from ≈ 315 branches in the U.S., Canada, China, France, Spain, Italy & Saudi Arabia
Hertz is also the standard for excellence… • In their recent US Car Survey, Hertz was voted best car rental brand in 15 categories including best overall and best for business…
Hertz Efficiency Strategies • Lean Six Sigma – Continuous improvement programs • (BPO) Business Process Outsourcing • (BPR) Business Process Re-engineering • Organizational Efficiencies – i.e., TVM, Delayering • Proactive Fleet Management • Disciplined fleet sourcing strategy • Optimize portfolio mix • Generate better residuals through alternative car sales channels • Rent2Buy/Automoti (virtual used car showroom) • Continued cash flow & liquidity management
Continuous Improvement Programs Improvements $ in Millions $226 Objective: To be the lowest cost and highest quality provider $222 $211 $203 $193 Employee Efficiency* Cumulative Cost Savings $175 *Rental Revenue per Employee
Fuel Efficient Fleet Fleet % based on MPG *Hertz.com (2011) Hertz Fuel Efficient Cars
Green Traveler Collection • US car class dedicated to fuel-efficient hybrid vehicles, EPA SmartWay approved and average +33 MPG • EU Green Collection includes fuel-efficient diesel vehicles (CO2 98-119 g/km)
Electric Vehicles • 2010: Commitment to provide EVs on a global scale • Now: Leading provider of EVs in over 10 cities on 3 continents • EVs are available On Demand, B2B • and at universities • Partnerships formed to promote EV infrastructure development
Renewable Energy:Solar Program • Commitment to increase our production of renewable energy & promotion of green technology development as part of our energy reduction plan • 16 US locations and assessing opportunities globally • Hertz owned solar panel systems will produce over 2,700,000 kWhof electricity
Environment: Resource Efficiency • Recycled over 50,000 IT units since 2005 diverting2 million tons of e-waste from landfills • Recycled ≈680,000 gallons of used oil in 2011 • Reduced paper use by 2.8 million lbs. since 2006 • Lighting upgrade savings & assessments saved 1.1 million kWh & 776 tonnes of CO2 emissions annually (20 Hertz locations) • 80% of car wash water is recycled & reused
Airport Shuttle Buses:Alternative Fuels • Hertz buses at LAX are CNG fueled • CNG vehicles available • at select locations through • Hertz On Demand and in our European fleet • Recently tested electric bus at LAX
Sustainable Design& Construction • Sustainable design principles include: • Energy efficiency: LED or fluorescent lighting, solar glass, solar shades • Water use reduction: low flow faucets & fixtures • Energy Star Rated equipment and appliances • Low emitting materials: low or no VOC finishes • Recycled content finishes: porcelain tile, • carpet tile, rubber flooring, wall covering, etc. • Certified wood from sustainably managed forests • Daylight & views: addition of glass to optimize natural light and outdoor views • Native plantings: non-invasive & water wise regional plants
Sustainability Strategy& Website www.hertzlivingjourney.com - Available through microsite link and Hertz.com
Newsweek 2011 GreenRanking: Top 100 Hertz Rated #1 Car Rental Company
Simply put, Hertz will not rent an unsafe vehicle. Anytime. Anywhere. Under any condition. Safety June 13, 2012 WASHINGTON (WXYZ) - A democratic senator from California is asking all major rental car companies to sign a pledge vowing not to rent or sell cars that have been recalled and not repaired. Senator Barbara Boxer introduced the pledge Tuesday. She said only one of the major companies, Hertz, has agreed to the pledge. Senator Boxer said Enterprise, Avis and Dollar Thrifty have refused to sign it. "Tell your families that Hertz is the only one complying with the pledge," Boxer said, vowing to pressure Enterprise, Avis and Dollar/Thrifty until they permanently agree to fix all the cars they rent and sell. SF Chronicle, June 12, 2012 3 rental car firms balk at repair 'pledge' Only Hertz agrees not to rent or sell vehicles under recall. Detroit News, June 13, 2012
Bypass the counter and go straight to car in pre-assigned space! No long lines, no unnecessary paperwork, and nothing else to slow you down! Fee waived for corporate customers Online enrollments 23 Countries, 3 Continents & Expanding!
Gold Choice: Live Now And Rolling Out to Additional Cities 2. Your car is prepared and waiting – as booked or better 1. Book as a Gold Customer 3. Or if you want something different,just go to the Gold Choice areaand pick from any of the mid- or full-size cars available at no extra cost 4. Just hop in, drive to the exit gate and we’ll have you on your way
Introducing HertzMobile Gold Alerts Get Mobile Gold Alerts via SMS text or email with information re: which car you have and where it will be parked Head straight to your car, get in and go– it’s fast and easy! Currently available at most U.S. locations
Drop the keys and go! Bypass the return process and receive an electronic receipt Benefits of eReturn: No Waiting, No Lines, No Paper Update Vehicle Preferences in your Hertz Gold Profile Receive a PDF copy of your eReceipt within 30 minutes On return, fill in Express Return slip on your Rental Agreement, leave it with the keys and get on your way Available at all U.S. locations & coming to Europe in 2nd half of 2012 e-Return
Upgrade to Top Global Airport Facilities New counters Video walls with go-panels featuring local weather, travel news On-the-go concessions (in pilot) Hertz Road Trip Radio
Upgrade to Hertz Buses Near Field Communications On-board Kiosks Two entry/exit doors Bar code readers Automated IntercomTrip Updates 2D Code Signs Internet WiFi Hertz Road Trip Radio GPS Bus tracking Broadcasting location to customers Flat Screen Technology Gold Board Flight Information
Kiosks: Virtual CustomerService Representative Enables rapid expansion of off-airport network Expands hours of operation to virtually 7x24 Face-to-face rental between a customer and a remote agent Handles Airport, Off-airport and Insurance Replacement rentals “I don’t like using technology but I’ll use this again!”- Customer Quote
At Hertz, Customer Service is Our Highest Priority Hertz Net Promoter Score (NPS) provides the means for gauging performance, establishing accountability and prioritizing investments Management incentives are based on survey results to ensure focus on a culture of customer satisfaction On the Hertz return receipt, customers are provided a toll-free number to call or a web site to visit to take a short survey
Account Management Team • Carole Weir, Senior Account Representative • cweir@hertz.com • 503-626-5156 • Bruce Jackson, Regional Sales Manager • bjackson@hertz.com • 206-240-5181
Traveling at the Speed of Hertz means every journey will be… Faster, easier, safer, more productive and more rewarding!