Turo's challenges
One of the main challenges is to attract enough vehicle owners to the platform. Although their database is already provided, demand is still growing, “We have a lot of them in our database, But there are a lot of people who want to join us,” explains Thomas, Turo's chief commercial officer. This highlights the need for increased support to register new owners.
The seasonality of the sector further complicates this task, with periods of high demand that put pressure on the company. “We are sometimes a bit light in terms of structure and workforce to be able to acquire new owners,” Thomas recognizes. At the same time, Antoine, Marketing Director at Turo France, highlights another major challenge: ensuring a successful migration to a new platform while guaranteeing a fleet large enough to meet the demand of renters.
How does Sqwad meet Turo's needs?
To overcome its many challenges, Turo chose to collaborate with Sqwad, a specialist in outsourced customer relationships. Antoine, marketing director at Turo France, explains that the main objective was to “strengthen our Customer Success Teams” in order to support vehicle owners on the platform. Sqwad was able to respond quickly to this need by providing competent and immediately available agents.
To meet Turo's high standards, a carefully selected process was put in place by Sqwad. Specific criteria include key criteria such as possession of a driver's license, experience In vehicle rental, as well as a good knowledge of the automotive sector. Agents also had to be patient and fluent in speaking to provide quality service. The Requirement to Train The Agents in Paris Also Allowed Turo to Ensure That Teams Benefit from Immersive Training in the brand's work environment. The training time for agents has been set at 5 days, followed by an additional 5 days for rapid skills development, an essential factor in meeting urgent needs from Turo. This phase of increasing skills made it possible to fully integrate agents into the processes. customer management, while ensuring mastery of Turo and Sqwad tools.
Thomas, sales director at Turo, also highlights Sqwad's responsiveness, saying that they had Need a partner capable of “developing skills very quickly” to manage specific actions and complex, while ensuring effective training of agents.
Thanks to this strategic partnership, Turo was able to adapt its resources in real time to deal with variations. of demand, especially during periods of high activity. Sqwad offered the flexibility to adjust the number of agents according to needs, while ensuring optimal service quality. By combining CRM tools from Turo with our own phone solutions, we ensured that interactions were managed smoothly and efficiently. Agents trained in Turo's specific features ensured that requests were processed quickly and efficiently. owners and renters, while helping to improve the customer experience. Antoine Points Out That This collaboration allowed Turo to succeed in complex challenges, including the migration of nearly 20,000 vehicles to the new platform in just 6 weeks: “This was not necessarily a foregone conclusion,” he said.
In addition to improving customer service, partnering with Sqwad allowed Turo to optimize costs. By outsourcing certain tasks, Turo was able to control its expenses while benefiting from recognized expertise. Sqwad, with its performance-based model, has not only helped Turo grow faster, But also to maintain crucial flexibility and efficiency in such a competitive market.
The concrete results
The collaboration between Turo and Sqwad was a success. Antoine reports that nearly 20,000 vehicles have been migrated to the Turo platform, and around 1,000 new vehicles have been added just before peak season. “Collaboration is a success, because we have secured this migration phase,” he says, stressing the effectiveness of the Sqwad teams and their ability to maintain high standards.
For Thomas, the real added value of Sqwad lies in their ability to “produce monitored actions” with almost immediate results, a necessity in a sector where the return on investment must be measurable. To ensure optimal performance monitoring, Sqwad deployed its in-house tools: the Sqwad Cockpit. This innovative tool allows agents to connect their computers, offering real-time supervision. and a thorough analysis of their business. Thanks to the Cockpit, we can monitor sites and work schedules, track the distribution of working time by URL and by tools, and identify periods of activity and inactivity. It also contributes to the development of the skills of agents and to the optimization of their time. With daily, weekly, and monthly overviews available, as well as individual, team and objective data, the Cockpit ensures accurate and proactive management of operations.
The concrete results of this partnership include a reduction in response times, a significant improvement customer satisfaction, and cost optimization through the outsourcing of customer management. For Turo, Sqwad embodies flexibility, flexibility, and efficiency, qualities that were decisive in supporting their growth.
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