Car rental reservation
Authors:  Nikoleta Češeková    
Customer
Carrentalreservation
Garage
Garage
Review time slot Slot ok ?
Change time slot
for handover
No slot available
Reorganize the
schedule
Reserve time
slot for
handover
Customerservice
Customer service
Reservation
received
Car
available?
Verify car
availability
Clean history ?
Review cutomer
Customer
approved?
Confirm
reservation
Reservation
confirmed
ReservationsReservation
cancelled
30
minutes
Request customer
history
Receive customer
history
Send ticket
System does not
respond within 30
minutes
Contract
and insurance
Prepare
paperwork
Global CRM IT support
Yes
Yes
No
Yes
Yes
Request for
customer
history
Car reservation Confirmation
email
No
No
Cancellation
email
No
Customer
history
Ticket
436896 (cz seminar group)
SUMMARY: Local car rental branch receives a reservation from a customer. After validating the availability of the car for selected dates, customer
history is requested from the company's global CRM system. If the system is unresponsive, ticket is issed for IT support and process ends. If the history
is recieved but it is not clean (e.g. late returns, accidents ...) reservation needs to be reviewed by a manager. If everything is successfull, time slot for
handover is reserved (if all slots are full schedule is reorginized) and manager needs to approve it or select a different time. Finally, reservation is
completed and confirmation email is sent to a customer.
Result: 12