Information
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Branch
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Date
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Prepared by
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Employee Audited
Preparing for the Customer
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Is the branch making every reservation Rental/Near Rental Ready prior to the customer's arrival?
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Is the Dashboard being used to manage vehicle availability for reservation fulfillment?
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Is the Dashboard used to map out efficient vehicle pickup/delivery scheduling?
Customer Arrival
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Are all customers greeted by an employee with Launchpad at the door (and away from the counter)?
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Does the branch triage all customers to determine Launchpad verses counter transactions?
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Are customers taken immediately to the parking lot when a reservation is Rental Ready/Near Rental Ready (without queuing at the counter)?
Customer Interaction
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Are employees stepping away from the counter during each Launchpad transaction opportunity?
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Is Launchpad used to immediately determine vehicle maintenance and availability during on-lot sales?
Waiting Room Feature
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Are Launchpad customers always assigned to the Waiting Room whenever there is a transaction delay (e.g., waiting for car preparation, waiting for an available representative)?
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Is the Waiting Room used to maintain office awareness of a customer's transaction status?
QB Management
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Is the QB ensuring team members are positioned appropriately (e.g., in front of the counter and on the lot during high time) to elevate the customer experience?
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Is the QB utilizing the Dashboard for pickup and delivery process efficiencies?
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Is the QB effectively managing Waiting Room transactions with other customer's needs (e.g., cash customers, returning customers)?
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Is the car keys management process effective in order to avoid unnecessary transaction delays?
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Are telephone inquiries managed effectively within the Launchpad plan?
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Is the Launchpad used to efficiently forecast today's car class needs?
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Note: Accurate forecasting is dependent upon accurate reservation start/return dates and callback return date management.
