Case Study
The reservations line that stopped going to voicemail
ACE Rent A Car takes its heaviest call volume at exactly the hours the counter is busiest. Here is what we built for their reservations line — and what they said about it afterwards.
Every reservation call answered — including the ones at 7pm on a Friday
The agent picks up on the first ring, quotes live availability and rates off the weekend fleet, takes the booking, and texts the confirmation with the licence checklist before the caller hangs up. Anything it should not close on its own — damage claims, corporate accounts, disputes — it hands to a person with the details already gathered.
What it handles
Answers in one ring, 24/7
Quotes live rates and availability
Books, extends and cancels reservations
SMS texts/Email/Telegram Alerts to staff
Reservations line · inbound · answered in 1 ring
Do you have anything with seven seats for this weekend?
I’ve got a minivan and a mid-size SUV, both free Friday through Sunday. Which suits you better?
The minivan. What’s the total?
Three days comes to $214 including base insurance. Booked — Friday 9am pickup. I’ll text the confirmation and what to bring for the licence check.
Outcome: minivan booked for Friday 9am, confirmation texted — no staff involved.
Sample demo conversation — not a recording of a real customer call.
What they said about it
“The phone always won. Someone’s at the counter with a contract half-signed and it’s ringing with ‘do you have a seven-seater for Saturday.’ Those calls get answered and booked now without us touching them, so my staff stay with the customer in front of them. We’re running about 3,000 minutes a month through it. I’d tell any business operator with a busy counter to look at it.”
Alexander
Director · ACE & Iversta Rent A Car