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Why Use Avis Behind the Avis Smile Avis is a dynamic global organisation perpetually trying harder and committed to delivering the very highest levels of service through continuous investment in….. • Quality employees • An extensive network • Leading technology Car rental has become an increasingly important part of the global travel and transportation industries, the market in the Southern Africa countries alone being estimated at a value of more than 1.5 billion Rands. Almost half of this comes from customers renting cars for business use and Avis Southern Africa has programmes with 75% of South Africa's top 500 companies. Avis is the leading car rental company in Europe, Africa, the Middle East and Asia, and one of the largest in the America's, delivering a consistent standard of service worldwide backed by global systems for communication and administration. South African History Avis South Africa traces its origins back to 1967 in Bloemfontein with the incorporation of Zeda Car Rental and Tours (Pty) Ltd, which initially operated three vehicles. Subsequently, Federale Volksbeleggings, an investment holding company in the Sankorp stable, entered the car rental business when they acquired a majority shareholding in Zeda Car Rental and Tours. The business expanded gradually to Johannesburg, Cape Town and Durban. Shortly thereafter, Federale went into a joint venture with Avis Rent A Car Systems Incorporated. Following the adoption of the Avis name, the business expanded steadily and by 1972, Avis was represented throughout South Africa. In April 1997, Servgro unbundled and Avis Southern Africa was listed on the Johannesburg, Namibian and Botswana Stock Exchanges. Sankorp remains the holding company with an Empowerment Consortium, Standard nominees and the Avis Share Trust being other minor shareholders in Avis Southern Africa Limited. Today Avis South Africa operates in 105 outlets nation-wide and is responsible for managing other sub-licensee operations in Africa south of the Sahara. These include Namibia, Angola, Botswana, Zambia, Zimbabwe, Mozambique, Malawi, Lesotho, Madagascar and Swaziland. It is the largest Avis licensee outside the United States of America. The mission of Avis Southern Africa is to continually exceed our customers’ expectations at every interface. This is supported by our core values of empathy, honesty and humanity. Empathy means we understand our customers on a human level Honesty means our customers can expect integrity, fairness, simplicity and good value Humanity means that we put the customer first By recognising that it is the Avis employees who make the vital difference in a service business, ”We try harder.“ created a unique and powerful culture in an era before the concept of customer service was well developed anywhere in the world. ”We try harder.&lduo; is one of the ten most famous advertising campaigns of all time and established and publicised Avis' commitment to customer service and continuous improvement. Empowerment Consortium An Empowerment Consortium made up of • Co-ordinated Network Investments (Pty) Ltd • SARHWU Investment Holdings (Pty) Ltd • Women's Development Bank Investment Holdings (Pty) Ltd have acquired 14 088 048 ordinary Avis shares (8.2% of the issued share capital) in Avis Southern Africa for R 105m. This investment is currently under review as the Avis Share price has not performed to their requirements . The challenge will always be for Avis to find Black investors that have the financial resources to be able to invest in Avis, a listed company with a market capitalisation in excess of R 1 Billion. Affirmative Action Avis is an active promoter of affirmative action with 34% Black, 10% Coloured and 4% Asian employees in its workforce. Avis has adopted the following targets as set by the Black Management Forum for the year 2001: • Non-Executive Directors 30% • Executive Directors 20% • Senior Management 30% • Middle Management 40% • Junior Management 50% • Supervisors 70% • Trainees 80% • Strategic Alliance Through its strategic alliance with Sizwe Car Rental, Avis has endeavoured to actively support a Small Micro-Medium Enterprise Company. This Sizwe alliance has been promoted on the basis of sound business principles with the Company fully responsible for ensuring sustained profitability and shareholder's returns. This we believe will stand it on a sound platform to expand well into the future, albeit somewhat slower initially. RDP Development Avis is an active supporter of, and has set aside R 1.6 million for RDP development projects and educational schemes. For example, R 150 000 has been allocated to the Reach and Teach Foundation for the implementation of a Travel and Tourism course. In summary, our key competitive strengths are: Our people At Avis people (both customers and employees) will always be more important than cars and what matters most to them, matters most to us • Established global brand • Synonymous with quality and service • Proven management philosophy • Key driver of long term success • Extensive network • Underpins global and local business growth • Leading technology • Delivers service differentiators and operational efficiency • Superior resource management • Ensures that we remain the lowest cost producer • Market leadership • Creates development opportunities Making Car Rental Easier Technology Serving almost 20 million customers across more than 160 countries and territories requires fast accurate customer service and access to global management information, essential pre-requisites for building and delivering service excellence and competitive advantage. Avis is the undisputed technological leader within the car rental industry, and with more than one billion dollars of continuous investment behind our unique system known as Wizard, we have the most advanced, extensive global computer network and information processing system. Wizard is the only fully integrated on-line, real time reservation, rental and management information system in the world of vehicle rental. The core of the Avis technology is the 'Wizard' computer system which delivers a fast, efficient service to customers whilst providing us with valuable management data to maximise internal efficiencies. The system has been continuously enhanced and expanded since it was launched in 1972 and today processes 97% of Avis' transactions. We continue to invest in Wizard and complementary technologies to maintain our competitive advantage, developing new products and services. Wizard has a vast number of processing options within its databases enabling us to be flexible and meet our customers' operational and reporting needs. Reservations Avis Southern Africa has a Southern Africa call centre based in Johannesburg, which handles in excess of 500 000 calls a year. Our target is to answer 97% of all calls within 4 seconds. In addition to being core to our own Reservations operation, the Wizard system is linked to all major travel networks on six continents through satellite communications and telephone lines. Direct access with the world’s Global Distribution Systems (GDS) allows real time access for over 400,000 travel providers and many corporate travel departments enabling instant confirmation of Avis reservations as part of a complete travel service. We have also utilised browser technology to give cost effective online access to our global Wizard reservation system in more remote locations. As soon as the reservation has been made, whether directly to Avis, through a travel agent, or via a direct connection a unique reservation number is automatically generated and confirmed to the renter. E-commerce Avis is committed to facilitating the booking procedure for all customers through the development of new distribution channels to give choice and flexibility. We have developed an online reservation system known as “micro-site” for customers to include in their own company Intranets. It is designed to give quick and flexible access for employees, whilst ensuring that the right products are accessed at the right price. Avis was the first car rental company to both establish a global site on the World Wide Web and also direct on-line booking with an instant confirmation number. With over 16,000 pages of information, the site has many features and provides numerous opportunities for customers and potential customers to access information about Avis services worldwide. Every Avis location in the world is featured, and photographs and detailed descriptions of our fleet in every country can be accessed. Tailored country sites further enhance this global site. We expect up to 15% of reservations via the Internet in the next 2 years and local language sites are now in operation. Avis Cares Safety and Optional Features Avis customers drive the equivalent of 13,000 trips to the moon every year and safety and service are of course a prime concern. Wizard ensures we follow the manufacturers' recommended servicing and maintenance guidelines for all our vehicles, in addition to which our fleet is subject to regular pre and post rental checks to ensure the mechanical condition and the aesthetical condition of all our vehicles is of the highest standard. Sophisticated programmes within Wizard enable our rental sales agents to always offer the lowest mileage vehicle available. Airbags and ABS Braking systems are standard features in our mid to upper end of our fleet. We have created a separate category of vehicle, Group C, which is an entry level safety vehicle for corporate travellers who are requiring air-conditioning, airbags and ABS. Optional features include cell phones, child / baby seats, and paraplegic controls, which are available at additional charges. Breakdown and Roadside Assistance Avis works with the leading motorist assistance companies in each country, thus ensuring peace of mind for driving customers. In South Africa, Avis utilises Netcare 911. Together we provide a full 24-hour breakdown and roadside assistance service, with details of the telephone number to call in the event of an incident provided in either the rental agreement wallet or displayed inside the vehicle. Should a replacement vehicle be required, Avis will provide this and will use its best endeavours to minimise any inconvenience to the renter. Quality Programmes Avis successfully strives to be recognised as an excellent service quality organisation and is not satisfied with just being the market leader in the car rental industry, the delivery of high quality service across all countries being of paramount importance to everyone at Avis. In South Africa, Avis was the first car rental company in 1994 to be awarded the ISO 9002 quality standard for car rental operations. During 2000 Avis scooped major industry awards in many countries- Best car rental company Norway, Sweden and Estonia, Mars award for the environment in the UK and more recently in January 2001 the UK were voted Best Car rental company - Business. In 1997 we were favourably profiled in a new business management book ‘Dynamic Organisations’ by David Jackson. This book has received excellent reviews and was short listed for the Management Consultants Association Business Book of the Year award. In 2001 Avis was voted by ASATA (Association of South African Travel Agents) as the best car rental company in Southern Africa. In May 2001 Avis Southern Africa was voted, by an independent poll by the Financial Mail, as the most trusted brand in Southern Africa. Environmental Commitment We recognise our corporate responsibility to both our customers and the community at large and as such Avis support many initiatives on environmental sustainability and community development both within Avis and in the wider context of the travel and tourism industry. Travel and Tourism Education Avis has sponsored the Border Technikon students to assist with their work environment orientation. Wilderness Leadership School Working in conjunction with the Wilderness Leadership School, the African Wildlife College in Hoedspruit receives a substantial donation each year to assist them in achieving their stated goal of restoring the balance between humanity and nature.Satour Welcome Campaign Avis supports the initiative by the Department of Tourism and Satour to promote their "Welcome" campaign, both domestically and to foreign tourists. In support of the campaign, Avis will plant and maintain thousands of trees in previously disadvantaged areas and along major tourist routes. This initiative ensures that all the emissions from Avis vehicles and operations are adequately counteracted. Food and Trees for Africa In September of this year Avis has donated a car and complimentary car rental to this non-profit organisation to support their initiative of planting trees throughout Southern Africa and more importantly in previous disadvantaged areas. This initiative supports our commitment to compensate for the emissions of our vehicles and operations. Wildlife Conservation Avis has supported the World Wildlife Foundation for the past 20 years as part of our commitment to playing a role in protecting our environment for future generations to enjoy. To this end, Avis makes annual cash contributions and assists with lease programs. The Kruger National Park Environment and Children’s Education Programme is the beneficiary of a 3 year sponsorship which is in excess of R 1 million. In return for this sponsorship, Avis has been awarded the exclusive rights to operate car rental facilities in the SANParks. Avis is exclusively represented at the Kruger National Park and Kgalagadi Transfrontier Park. The concessionaire fee paid at these locations far outweighs the revenue earned, but once again, this done with the aim of supporting the conservation of our wildlife and creating convenience for and service to the visitors of these Parks. Avis also supports the Peace Parks Foundation. This project focuses on cross-border relationship building aimed at furthering the cause of conservation. Avis supports and sponsors the Endangered Species Protection Unit (ESPU) which focuses on research into and protection of endangered species in Southern Africa. Over the past three years, Avis has actively campaigned for the plight of the African Wild Dog, the Roan Antelope and the Riverine Rabbit, drawing attention to these endangered animals. In the Eastern Cape, Avis has supported the Shamwari Game Reserve and its dream to bring wildlife back to the Eastern Cape. AIDS Education Avis initiated an education program in 1996 for both staff and the community. Avis also donated a Citi Golf to an external AIDS Support Program. We remain fully committed to our strategy of investing in network, technology and partnerships throughout the travel industry to support further integration of transport systems. Our objective is the provision of meaningful alternatives to private car usage thereby reducing road traffic congestion and world pollution levels whilst supporting the increasing demand for travel. Lovelife Topsy Foundation Listening to our Customers Customer Opinion Survey Avis believes in providing consistently high standards of integrity, service, quality and value in satisfying customer needs, an operating ethos that allows us to maintain our industry leadership and retain the loyalty and respect of our customers. To this end we have invested in establishing extensive measurement systems which continually quantify customer satisfaction and customer retention in our market, a programme which measures the satisfaction of more than 160,000 renters every year. It is the most sophisticated tracking system in the car rental sector, and we continue to receive excellent ratings. Customers who have rented with Avis in the previous month are randomly selected and mailed a questionnaire asking a range of questions concerning the service they received, how satisfied they were with the service, and how likely they are to rent from Avis again. Over 30% of customers reply and the results of these surveys are compiled into monthly reports and provided to the relevant Operations, Sales and Marketing teams in each country for action. Avis is the only car rental company that can provide quantifiable measurements on a regular basis of the quality aspects of their service with a universally recognised measurement system. This customer feedback, together with the data from comprehensive employee satisfaction tracking systems, provides the information to help Avis continuously improve service delivery and relationships with customers, suppliers, partners and of course its employees. Customer Service “We try harder.” established and publicised Avis' commitment to customer service and continuous improvement and recognised our message that we would not take customers for granted. Every employee, no matter what their role in the company, would try harder to satisfy customers and make sure they returned to us to rent again. Customer satisfaction and attention to service are therefore integral to everything we do, and, in the event of dissatisfaction from our customers, our Customer Service Departments in each country are empowered to ensure the most efficient and speedy resolution of queries or complaints as they occur. However, Avis needs to be sure those complaints or queries are handled promptly and professionally, and the Avis Complainant Satisfaction Tracking system is in place to measure this. This system samples the opinions of the large majority of the very small percentage of customers who need help, asking them to rate their overall satisfaction with the way their complaint or enquiry was handled, their satisfaction with the timeliness and professionalism of Avis response and their intent to use Avis again. It is just one of the vital tools we use within Avis to focus the entire organisation on maximising customer satisfaction, and is yet another demonstration of the way Avis invests and places paramount importance on seeking the opinion of our customers when looking for new ways to improve our quality and standard of service. Avis People Avis stands or falls by the impression its employees make on customers, and the service they deliver, the quality of our business performance reflecting the quality of our people. Everyone who works for Avis has an important part to play in achieving worldwide consistency of service but the Avis culture is not something that can easily be put into words. Our “We try harder.” service values that guide all employees in their day to day work are: • Empathy • Understanding customer needs on a human level • Honesty • Delivering service with integrity, fairness, simplicity and good value • Humanity • Putting the customer first By actively encouraging employees to develop careers within Avis we have achieved a strong record of internal promotion with the majority of the top managers in Southern Africa having reached their positions by progressing their careers through the company, leading to accumulated knowledge, stability and continuity. More than half our employees have delivered our service for between five and thirty years. A powerful competitive advantage. Training Avis places considerable emphasis on attracting and retaining talented people and has therefore invested in an extensive training programme for its front line staff. The programme is designed to develop knowledge, skills and behaviour to ensure service to customers in a way that will provide them with a unique level of value not available from any other service provider in any industry. The programme is based on developing 144 competencies with independent assessment throughout, and takes 18 months to complete. In support of this programme we have recently developed and launched a pioneering multi media based training programme housed in a multi lingual virtual learning centre. We believe this heavily customised programme using innovative technology on an international scale to be one of the first of its kind, giving employees throughout the network access at their workplace to consistent high quality training. This process, supported by tutored training, addresses both hard and soft skills and represents a quantum leap forward in the effectiveness of our training effort. The Spirit of Avis One of the principle reasons for our success is the experience and expertise of the local management and the active involvement of employees at all levels in initiatives to continually improve the business. Through our Spirit of Avis programme Avis openly encourages ideas for improvement from all employees, with 15% of ideas submitted having been implemented. Our employee satisfaction survey confirms high levels of morale and satisfaction in all countries and puts Avis in the upper quartile of comparable studies in other international companies. Working in Partnership Account Management Avis operates a dedicated sales force at international and local levels to provide strong central account management combined with the capability to service customer needs in each market. Should Avis be appointed your Preferred Supplier, we will appoint a Sales Manager and a dedicated sales consultant, to manage your account. Regular review meetings will be held covering all areas of the agreement including rental activity, local requirements, opportunities, payment status and future actions. Special services and data will be provided including sophisticated management information to support your own planning and to help you control your worldwide car rental activity. Management Information Avis works in partnership with its customers, monitoring their rental activity as compared to their corporate travel policy to ensure global value for money. Wizard provides standard management information and offers extensive opportunity for customised reporting including comprehensive historical and current rental and revenue activity both country by country and on a consolidated level. The following examples of reports are available on a regular basis: • Number of Rentals • Total Expenditure • Car Group Usage • Average Rental Length • Cost per Rental/ Day • Country Analysis • Kilometres driven per Rental • Top 25 Locations by spend • Comparison against prior year. • Method of Payment Analysis • Source of Reservations Analysis The Avis Worldwide Discount (AWD) number is the key to accessing the above information, and details of activity and spend are updated weekly in the Wizard System. At a touch of a button we are therefore able to provide you with comprehensive management information to help you assess your performance and control your costs on a local or global basis. Product Range Avis Luxury Cars A self drive car rental fleet that specialises in the top range vehicles – both sedan and 4X4's along with a range of 2 and 4 seater convertibles. The Luxury Car team understands the privilege of privacy and have been specially trained to ensure that every rental is a memorable experience. The service includes personal meet and greet at both delivery and collection of the vehicle, iced bottled water in the vehicles, a selection of CD's tailored to the customer’s individual taste and a personal 24 hour contact number for the duration of the rental to ensure that the customer is given the best personal service throughout. Avis Point to Point A transfer service that is available in the Durban, Cape Town, Johannesburg and Pretoria City area that primarily takes a customer from Point A to Point B. The service is operated in Mercedes C Class Sedans (maximum 3 passengers) and Multi Purpose Vehicles's (Maximum 7 passengers). As South Africa does not currently have any taxi legislation, Avis Point to Point is an ideal alternative ensuring that the customer is in the hands of a trained chauffeur, in a premium standard vehicle that is maintained and monitored at all times with ease of billing linked to the Avis brand. Avis Chauffeur Drive A chauffeur driven service in a range of vehicles that includes the Avis Luxury Car and Avis Point to Point fleet. The chauffeurs are all qualified English speaking tour guides (foreign speaking are available on request at an additional charge), and have been thoroughly trained in their geographical area of operation, driving and safety skills as well as customer service. The chauffeur drive service operates nationally and offers both long distances 'transfers' as well as 'time disposal' services where the chauffeur is at the customer's disposal for the period booked. The vehicles are prepared with iced bottled water in the vehicles, a selection of CD's tailored to the customer's individual taste, reading material and the customer has the benefit of the chauffeur’s knowledge and skills for the duration of the rental. Looking to the Future Satellite Guidance Systems Already available at some locations in the US, in particular major volume tourist destinations, the easy to use computer screens provide specific information at the driver's request. Satellite Guidance can display directions to a host of destinations including hotels, tourist attractions, sports complexes and theatres. This feature is already available in some vehicles in Southern Africa. Major Initiatives Major initiatives going forward are : • Internet Debtors / Management Information • Preferred Service delivery system improvement Internet kiosks • WAP reservations and check outs • Brand Ambassadorship at every level within Avis Additional Services: Whatever the car rental services needs of our individual customers may be, whether they be business or leisure travellers, renting locally or abroad, we know that people are more important than cars. What matters most to our customers, matters most to us and so our range of value-added services has been specially developed with our customers in mind. We invite you to take full advantage of these facilities designed to enhance your personal rental experience with Avis. Breakdown and Roadside Assistance Netcare 911 Avis is contracted to Netcare 911 and as a result of this partnership, every rental includes the Netcare 911 service and benefits, including roadside assistance in the unlikely even that it may be required. In addition, all Avis customers who elect to take optional Personal Accident Insurance at R20,35 per day, automatically qualify for Netcare 911 assistance which includes: • 24-hour medical advice service • Emergency dispatch of response vehicle or ambulance • Inter-hospital basic and intensive care ambulance transfers • Air ambulance transfers • Dispatch of emergency medicines or blood • Medical assisted repatriation to the patient's place of residence • Assistance of stranded minors • Repatriation of mortal remains • Emotional support and counselling • HIV counselling • Access to rape crisis center of excellence • Travel advice through SAA /Netcare travel clinics Calling The Avis Careline In the unlikely event that your vehicle should let you down or any roadside or medical emergency arise you simply call our 24 hour CARELINE TOLLFREE on 0800 001 669. No matter what time of day or night you call, you'll find someone on the other end of the line ready to try harder for you! Special Equipment Paraplegic hand controls are available on certain of our automatic vehicles in Johannesburg, Durban, Cape Town and Pretoria at no extra charge but booking 72 hours in advance is required, to ensure we have the vehicle available. Baby seats are also available from most branches at R125.40(vat inclusive) per rental. Free Mobile Phone Package When you're away from home, we know that staying in touch with your family and your business is extremely important to you. Together with Vodacom, SA's leading cellular network, we have packaged a deal whereby you can SAVE on International roaming and Prepaid. You have a choice of renting a Sim card only OR a FREE mobile phone with the sim card (You only pay for Theft Damage Protection -TDP and the calls you make.) Your Avis Companion Once you have the keys to your Avis car, you will find your complimentary copies of the Companion and Inbound magazines not only a great read but full of local, travel and adventure news - you'll want to take it away with you - and we invite you to do just that! To help you find your way to almost any South African destination, you'll find the complimentary comprehensive booklet of maps indispensable. Maps Each Avis kiosk has a range of complimentary local maps available for you to take with you on your journey. Please feel free to ask any of our Avis Brand Ambassadors to assist you with directions to local sites. Above information courtesy of Avis |
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