ZIPCAR

I. Problem
How should the management of Zipcar address the lapses in communication
between their offices and among its customers?

What is the reason why there are lapses in communication?

II. Objectives
Establish strong communication platform to its customers and stakeholders
Improve customer service
Be a reliable car-sharing company
Meet customer expectation and deliver customer satisfaction

SWOT?

III. Alternative Courses of Action

1. Create a Helpdesk Support Group
The Helpdesk team will serve as a management representative to Zipcar
customers who are responsible of handling customer inquiries, concerns and
complaints. It is a centralized communication system that will facilitate all
customer needs.
Pros: Zipcar will improve their business processes in catering customer queries
and provide more personalized approach in their serves offered to customers.
Cons: This will entail cost in setting up the appropriate communication structure
that covers the entire operation of Zipcar.

2. Subcontracting
This course of action will serve as a backup car-sharing provider for Zipcar.
 Pros: this will ensure that all Zipcar members will be able to avail any car at any
given time.
Cons: the downside of subcontracting is that it may be limited only to some cities.

3. Add more cars per city

The purpose of adding the number of cars is to provide more options to its
customers and will cater more customers quickly.
Pros: this will decrease customer complaints due to the availability of cars and
will improve the revenue stream of the company.
Cons: Adding the number of cars will entail adding more cost to Zipcars
operational cost and will subject to an increase in membership fee of Zipcars
customers.
Too costly!!

IV. Conclusion
The most appropriate action to take is to create a helpdesk support group (ACA1) that
will serve as a representative of Zipcar that coordinates with all the stakeholders. It is
an essential unit of the organization that ensures all customer expectations are met
and enables the company to successfully deliver its services to its customers. The
Helpdesk support group is responsible of expediting all customer queries effectively
and efficiently.
V. Potential problem arising
Due to limited cars in certain cities, Zipcar may fall short on the increasing demands
of its customers.