Europcar New Zealand 1 Europcar confidential © 2014 Why Europcar? • Market leader in Europe – move with trends sharing best practice with New Zealand • Relevant transferable experience through managing the Australian Federal Government business • Customer service is taken seriously with > 2000 renters surveyed a month and all feedback acted upon • Dedicated Account Management and Customer Service Support • A new fleet of fuel efficient, safe and environmentally friendly vehicles with full carbon emission reporting • No airport or one way fees 2 Europcar confidential © 2014 Europcar’s New Zealand Network South Island North Island • Christchurch Airport • Auckland City • Dunedin Airport • Auckland Airport • Greymouth • Cambridge • Hokitika Airport • Hamilton Airport • Invercargill Airport • Napier Airport • Marlborough Airport • New Plymouth Airport • Nelson Airport • Palmerston North Airport • Picton • Rotorua Airport • Queenstown Airport • Tauranga Airport • Tauranga City • Wellington Airport • Wellington Ferry 3 Europcar confidential © 2014 Focus on Service - Promoter Score • Take customer service seriously and survey > 2000 customers across New Zealand each month via email and phone • Head office calls - the Managing Director and other managers call 20 customers personally each month • Call back customers - any customer that rates Europcar < 6/10 is contacted by the rental location branch manager to resolve the issue • Customer satisfaction is a key KPI and impacts staff remuneration down to rental location staff member • Can customise a Promoter Score report on feedback from your own agency’s renters 4 Europcar confidential © 2014 Account Management • Dedicated Wellington based Government Account Manager • Dedicated Government Sales/Customer Support resource • Flexible approach to reviews with Agencies based on your requirements • Strong level of reporting customised both for Travel Management Companies and Agencies 5 Europcar confidential © 2014 Vehicle Availability • More capacity during the business week to service corporate accounts due to our Corporate/Leisure business mix • Effective global monitoring tools integrated into our core system to forecast usage trends • Daily monitoring of fleet and availability with contract drivers to reposition vehicles where required • Fleet acquisition buy-back model allows for quick fleet scaling • Guarantee to supply with a minimum of 24 hours notice of booking from major locations 6 Europcar confidential © 2014 Environmental Commitment • Europcar has been awarded the ‘World’s Leading Green Transport Solution Company’ in 2008, 2010, 2011 and 2012 • Europcar’s commitment to Environmental Sustainability includes: ° A young fleet ° Customer information - carbon emission ratings available online and on invoice ° The Sustainability Committee ensures that the business operates sustainably wherever possible ° Greenfleet and Carbon4Good Partnerships 7 Europcar confidential © 2014 Reporting and Account Management • Comprehensive electronic reporting: ° Raw data ° Analysed formats ° Customised reports • Formal account review meetings in conjunction with your Travel Management Company to review: ° Reporting ° KPI data ° Innovations ° Cost saving recommendations ° Efficiency improvements ° Service 8 Europcar confidential © 2014 Ready Program – Fast Service • Europcar’s Ready Program is for Agencies that do not wish to have the accrual of benefits, but still have the VIP service. • The program includes: ° Paperwork prepared and vehicle pre- allocated ° No signature required – just pick up the keys and go to the vehicle ° Priority line and vehicles parked closest to the airport counter 9 Europcar confidential © 2014 Privilege Loyalty Program – Fast Service • Europcar’s Privilege Loyalty Program is for Agencies that can benefit from the additional features of the loyalty program. • The program includes: ° Accrue frequent flyer points with Europcar’s affiliated airline partners ° Discounts with affiliated partner Accor Hotels ° Paperwork prepared and vehicle pre- allocated ° No signature required – just pick up the keys and go to the vehicle ° Priority line and vehicles parked closest to the airport counter 10 Europcar confidential © 2014 Europcar’s Fleet • Passenger, 4WD, multi-passenger, vans and utes • Newer and greener, with an average age of less than 8 months • Grew fleet 25% last year - capacity to expand fleet and meet demands • Fuel efficient and environmentally friendly • ANCAP 5 safety rated 11 Europcar confidential © 2014 Cost Savings and Extra Value • Daily survey process allows us to give you real customer service reporting based on your renters experience • Flexibility - No airport or one way fees • Free relocations and deliveries • Detailed reporting to monitor usage and identify cost saving opportunities 12 Europcar confidential © 2014 Summary • Global best practice applied in this market • Experienced people with strong Government and corporate knowledge • High capacity during weekdays due to our corporate/leisure business mix • Can provide speed of service without time consuming paperwork at pick up • Access to Australia and rest of world corporate rates that can be billed back • Trusted Global Brand 13 Europcar confidential © 2014 Contact Europcar • Mike Warmington Sales and Marketing Director [email protected] Mobile: +61 410 612 018 • Maryon Wils-Parkes Corporate Sales Manager [email protected] Phone: 09 379 5083 • Sara Cheong Sales Support [email protected] Phone: 04 260 6094 14 Europcar confidential © 2014 15 Europcar confidential © 2014.