Case Study
Hertz
Hertz is a car rental company based in Florida that operates 10,200 corporate and franchise locations internationally.
Client
Hertz
Industry
Automotive
Services
The brief
About Hertz
With organisations now moving towards an ever-increasing world of social media-focused customer service, Hertz wanted to ensure they were seen as market leaders within their industry, whilst ensuring that customers were well served via social media channels. Our team at Rise By Digital provided daily community management support across Facebook and Twitter for Hertz within the UK, Germany, France, Spain, Italy, and Benelux.
The Challenge
Establish Hertz as a market leader in social media customer service across multiple European markets.
Monitor and respond to social channels across 6 countries: UK, Germany, France, Spain, Italy, and Benelux.
Reduce response times for customer queries and complaints.
Localise content and communication to ensure responses were in the correct language.
Generate relevant user-generated content for each market.
Provide accurate reporting and analytics across multiple regions.
Our Solution
Provided daily community management support across Facebook and Twitter in all markets.
Developed new workflows and processes for handling comments, messages, and complaints efficiently.
Implemented industry-standard tools like Hootsuite to streamline scheduling, reporting, and cross-market management.
Recruited, trained, and managed a team of multilingual community managers.
Created Google Data Studio reports to track engagement, messages, and comments by market.
Coordinated closely with Hertz Customer Service and internal teams to escalate and resolve queries promptly.
Offered ongoing translation support for social media content in German, French, Spanish, Italian, and Dutch.
Results & Impact
The results
By the numbers
Hertz in numbers
30%
Increase in CTR across social media content
10%
Decrease in bounce rate on linked content
45%
Improvement in engagement metrics, accurately tracked via detailed reports
110%
Increase in domain authority through improved visibility and online engagement
Reduced first-response times significantly and streamlined workflows across all markets.
Increased user-generated content and reduced complaints via social channels.
Next step
Want results like these? Book an initial discovery call.
Tell us about your business and goals, and our experienced team will show you where we can help.