Online check-in

The challenge

To accompany the e-commerce booking site Mobas developed for the UK’s leading motor home hire company, Mobas developed an automated check-in facility to reduce post-purchase admin.

All areas of post-purchase admin for Unbeatablehire and Motorholme were done manually by an internal admin and sales team. In order to reduce the manual admin work required to process bookings, Mobas was appointed to scope, design and build a booking centre system to automate the remaining hire stages.

The approach

  • Mobas worked closely with the client to ensure there was an in-depth understanding of all admin stages, through learning the internal business processes and routines.
  • Mobas aimed to make this process easy to use and intuitive for the customer, studying the UX and customer journey.
  • High levels of third party integration were required, using Salesforce to maintain an ongoing supply of updated information. Each step is not available until the previous one has been completed: this is all tracked through flags in Salesforce.
  • The system enables customers to complete the following stages online and hassle-free, without any manual admin work.
    • Check-in – here customers can provide check-in information such as party size and destination, and pay any remaining cost of the hire
    • Extras – this allows customers to choose and pay for any additional insurance options or vehicle accessories, such as bringing a pet or bike rack
    • Driver details – customers can enter the driving history and background for each named driver. This allows the arrangement of insurance for the hire period and any relating surcharges to be paid
    • Collision damage waivers, deposits and feedback forms

The results

Over 70% of all payments are now processed directly by the customers through Hirebookingcentre. In addition, the client has increased the hire fleet by over 50% this year and the volume of bookings has increased in line with this. Due to the Hirebookingcentre.com system the client has not needed to increase the administration team and is now able to focus internal resource on achieving additional sales, rather than spending time processing each booking manually.

The client has stated that:

“The end result is amazing. Over 70% of all payments are now processed directly by the customers through Hirebookingcentre. Without the development of Hirebookingcentre, I very much doubt we could have expanded so quickly and efficiently... We are working with Mobas on other projects to further improve the efficiency of the business and I am 100% confident in their ability to deliver a reliable, tailored and quality solution to meet our business needs.”