Airport Van Rental (AVR), a regional van rental company serving travelers and businesses, was at a crossroads in 2022. Despite a loyal customer base, AVR’s growth had plateaued due to fragmented systems and labor-intensive processes. Staff juggled separate tools for reservations, fleet tracking, and payments, leading to double data entry and costly errors. Customers, meanwhile, grew frustrated with slow pick-ups and paperwork. To scale up without sacrificing service, AVR needed a modern car rental software solution that could centralize operations and enable new efficiencies like contactless rentals. In late 2022, AVR adopted Rentanium an all-in-one car rental management platform and the results were transformative. Within a year, revenue grew by 30%, productivity surged, and customer satisfaction hit record highs. This case study examines how Rentanium’s unified platform and features (from digital ID verification to deep OTA integrations) helped AVR streamline operations, delight customers, and achieve sustainable growth. It also places AVR’s success in context with industry trends, showing that centralization and automation are driving improvements across the car rental sector.
Background: Challenges Before Rentanium
Like many mid-sized rental companies, AVR faced operational silos that hindered growth. The company managed reservations through a legacy desktop system, tracked fleet availability on spreadsheets, and processed payments through a separate point-of-sale terminal. There was no centralized overview of the business. Each airport branch operated almost independently, making it hard for headquarters to monitor fleet utilization or shift vehicles to meet demand. Communication gaps led to occasional double-bookings or vehicles sitting idle due to poor visibility problems confirmed by other small rental businesses that lacked unified systems. Manual paperwork dominated the rental counter experience: customers often waited in line to fill out forms and sign agreements, while staff photocopied driver’s licenses and manually entered data into multiple systems. Not only did this consume staff hours, but it also introduced errors and slowed down the rental process, frustrating time-sensitive travelers.
Customer experience was suffering. In an era of one-click app-based services, AVR’s clients still had to endure long queues and face-to-face paperwork to pick up a van. During peak times, walk-ups and phone reservations piled up, overwhelming staff. Customer satisfaction scores had stagnated in the low 80s (out of 100) in post-rental surveys, and repeat bookings weren’t growing. Management realized that without an operational overhaul, AVR would struggle to attract the modern, convenience-oriented customer. The team sought a car rental management solution that could bring all these functions together, automate tedious tasks, and support new digital rental experiences. After evaluating several options, they chose Rentanium for its unified platform and robust feature set.
Solution: A Unified Platform for Centralized Operations
Rentanium was designed to simplify the challenges of day-to-day rental operations by integrating all core functions into one cloud-based system. For AVR, this meant that fleet management, reservation bookings, customer data, rental agreements, and payments would now live in a single interface instead of scattered across different tools. The Rentanium platform enabled real-time centralization: AVR’s leadership could see at a glance each van’s status, each location’s bookings, and overall fleet availability nationwide. No more duplicate data entry or reconciling reports from separate systems everything was synchronized. Rentanium’s all-in-one approach immediately eliminated the risk of double-booking and improved fleet utilization, as seen in other rental businesses that moved to a single system. By having up-to-the-minute visibility of vehicle availability and status, AVR could ensure every van was either on the road earning revenue or properly scheduled for maintenance, instead of getting lost in the shuffle.
Crucially, Rentanium is a cloud-based rental management system, so AVR’s team could access it through a web browser anywhere, whether at the airport counter, the head office, or on a mobile device in the parking lot. This flexibility fostered better internal communication and coordination. For example, if one branch was overbooked on 15-passenger vans, headquarters could quickly reassign under-utilized vans from another location, all within the software. Operations became data-driven and proactive. Automated alerts and dashboards in Rentanium highlighted key metrics upcoming reservations, vehicles due for service, expiring contracts allowing staff to prioritize tasks that mattered. In short, centralizing on Rentanium gave AVR a “single source of truth” for the entire business, tightening control and efficiency. It’s an approach that mirrors what industry experts recommend: integrating systems to streamline rental operations, improve planning, and provide clearer business insights.
Boosting Productivity with Automation and Integration
Beyond centralizing data, Rentanium helped AVR automate many of the labor-intensive steps that had been slowing them down. The platform supports end-to-end digital rental workflows: customers can book online, receive confirmation, and even check in ahead of pickup all without manual intervention from AVR staff. Rentanium’s built-in integration with payment gateways meant that credit card processing and security deposits were handled seamlessly inside the system. Previously, an AVR agent might spend 5-10 minutes per rental swiping cards and filling payment details; now those transactions are quicker and automatically reconciled to each contract.
One of the biggest productivity boosts came from digital document management. Rentanium enabled AVR to use paperless contracts with e-signatures, eliminating the old clipboard-and-paper method. Customers can review terms and sign rental agreements on a tablet or their own smartphone. Copies are stored electronically and linked to the reservation no more scanning paper or losing forms. This not only saved paper and printing costs but also shaved several minutes off each rental transaction. In fact, when a major rental firm rolled out online check-in and digital signatures industry-wide, they achieved a 15% reduction in processing time at the rental counter, with customers zipping through the pickup process faster. AVR saw similar time savings branch managers reported that peak-time lines were noticeably shorter, and staff could handle more rentals per hour than before.
Rentanium’s integration capabilities also contributed to higher productivity. The system offers open APIs and pre-built integrations for various third-party services, allowing AVR to connect all the pieces of its tech stack. For instance, AVR integrated Rentanium with a telematics solution (Geotab) for GPS tracking of vans and a damage inspection app (DAMAGE iD) for documenting vehicle condition. These integrations meant that employees no longer had to toggle between different apps and manually cross-reference information data flowed automatically into Rentanium. Mileage and fuel levels from telematics, and check-out photos from the damage app, all became part of the rental record. The deep API flexibility of Rentanium ensured that if AVR needed to plug in a new tool or customize a process, the platform could accommodate it. This level of extensibility is crucial for a growing business; as one software review noted, Rentanium “includes a range of features to handle reservations, billing, maintenance, and customer management in one platform… integrating with payment gateways for seamless transactions”, all geared toward maximizing efficiency and profitability.
Contactless Rentals Elevate Customer Experience
Perhaps the most game-changing shift for AVR was Rentanium’s support for contactless rental flows. Customers today expect convenience and minimal friction, and Rentanium’s contactless rentals module allowed AVR to deliver exactly that. Through a self-service approach, renters can complete most of the rental process via their phone or computer without needing a face-to-face exchange at the counter. Here’s how it works:
- Online Reservation & Verification: A customer reserves a van on AVR’s website (powered by Rentanium’s online booking engine) and receives a confirmation with a prompt to complete driver’s license upload and ID verification online. Rentanium integrates with ID scanning solutions like 365id, so when customers scan their license or passport, the system automatically validates it and populates the necessary customer info. This automation makes onboarding new customers faster and more secure, while sparing AVR’s staff from tedious manual data entry. (In fact, integrating 365id’s ID verification into Rentanium results in a faster customer process and improved experience, as the ID data transfers instantly into the rental system.)
- Digital Check-In: Prior to pick-up day, renters receive a link to check in online. They can confirm personal details, add any extras (GPS units, insurance waivers, etc.), and sign the rental agreement digitally. By completing these steps remotely, the customer arrives essentially “ready to go.” When 10% of a major rental company’s customers opted for online check-in during its initial rollout, the company saw not only faster pickups but also higher customer satisfaction due to the sense of safety and control it gave customers. AVR observed the same effect: customers appreciated the ability to handle paperwork ahead of time at their own pace, without pressure at the counter.
- Self-Service Pickup: On arrival, instead of standing in line, the customer can go straight to their vehicle. An AVR agent or an on-site kiosk verifies their ID (quick scan to confirm it matches the booking) and hands over keys or, in future, digital lock/unlock via smartphone. Rentanium’s roadmap includes support for digital keys through its API integration a trend already visible in the industry. For example, car-sharing platform Turo introduced a contactless unlock feature that boosted trip counts and increased customer satisfaction by letting guests access cars via mobile app. Over 90% of Turo hosts surveyed wanted all their vehicles to have this contactless tech, and 34% said they listed more cars because of it. Similarly, AVR found that enabling a more self-service pickup experience led to happier customers and, interestingly, fewer no-shows. When renters invest effort in checking in ahead of time, they’re more committed a major rental firm observed that no-show rates dropped among customers who used online check-in. AVR’s no-show rate for prepaid reservations declined substantially, improving fleet utilization.
Overall, implementing contactless rentals through Rentanium transformed AVR’s customer journey. What used to be a source of anxiety (lining up at a busy counter, worrying about paperwork delays) became a smooth, tech-enabled experience. Customers breezed through pick-up and drop-off, spending less time waiting and more time on the road. Many AVR customers responded with delight, giving higher ratings in follow-up surveys. AVR’s Net Promoter Score (NPS) and star-rating averages improved notably after the switch to contactless options. This aligns with broader market shifts travelers are actively seeking out contactless rental services for the convenience and safety benefits. According to Auto Rental News, clearly labeling a service as “contactless” can even increase conversion rates, as more customers now favor touchless rental options over traditional ones. By embracing this trend early, AVR gained a competitive edge in its region, attracting tech-savvy renters and differentiating itself from competitors still doing business the old way.
Scaling Up Without Nickel-and-Diming
From a business perspective, AVR’s leadership was impressed not only by Rentanium’s features but also by its partnership approach. Some software vendors promise growth but penalize you for actually using the product (through per-transaction fees, add-on charges for essential features, or costly user licenses). Rentanium’s model was refreshingly growth friendly. All core modules from the unified platform to contactless rental workflows, integrations, and support were included in AVR’s subscription, so the team didn’t feel like they were being nickel-and-dimed at every turn. This predictability in costs meant AVR could scale their operations confidently. In the year after implementation, they expanded into two new airport locations, adding over 50 more vans to their fleet, without worrying about suddenly outgrowing their software plan.
The support from Rentanium’s team was another factor that helped AVR accelerate growth. During the onboarding phase, Rentanium provided extensive training (both live online sessions and detailed documentation) to get AVR’s staff up to speed. When AVR went live with the new system, Rentanium’s support was available around the clock to quickly resolve any hiccups or answer questions. For example, on a busy weekend morning, an AVR agent had an issue generating a new type of report, after a quick conversation with Rentanium’s support team, a solution was provided in minutes. This level of responsive support ensured that AVR had no significant downtime or disruptions during the transition. It was as much a partnership as a software vendor relationship. With Rentanium handling the IT heavy lifting (cloud hosting, updates, security) and being there to help anytime, AVR’s team could focus on their business serving customers and growing the fleet rather than troubleshooting software problems.
Crucially, Rentanium’s continuous improvement philosophy means the software keeps evolving to support client growth. Regular updates bring new features (often driven by user feedback) to the platform. AVR benefited from new releases that further streamlined operations, such as an enhanced reporting suite that gave deeper insight into fleet performance and financials. Rentanium’s approach of not charging extra for these improvements or for additional integrations meant AVR always had the latest tools without hidden costs. As an industry observer noted when Rentanium launched, the solution was built through collaboration with rental operators and takes a customer-centric approach, applying tailored solutions to meet diverse needs. That ethos resonated strongly with AVR’s management they felt that as their business grew or changed, Rentanium would adapt with them, not hold them back.
Results: 30% Growth in Revenue, Higher Productivity and CSAT
In the 12 months following Rentanium’s implementation, Airport Van Rental achieved a 30% growth in revenue, marking one of the best years in its history. This growth came from multiple avenues that Rentanium opened up:
- More Bookings Captured: With a modern online booking system (including a mobile-friendly website and OTA integrations), AVR significantly increased its reservation volume. Rentanium allowed AVR to connect to Online Travel Agencies and brokers (via OTA/GDS integrations) easily, so their vans appeared on more marketplaces all managed centrally. The boost in online visibility, combined with higher direct website conversion (thanks to the sleek booking interface), led to a double-digit percentage increase in total bookings. Simply put, centralization plus online reach equaled more customers. One rental software case study found that better availability tracking and online booking captured additional opportunities that translated to increased revenue; AVR’s experience echoed that.
- Higher Utilization & Fleet Expansion: By eliminating operational inefficiencies (like double-booking and idle time between rentals) and leveraging data to optimize the fleet, AVR improved its vehicle utilization rate substantially. Before Rentanium, utilization hovered around 70-75% on average; after, it climbed into the mid-80s%. Each van was rented out more days per month than before, generating more income. The improved fleet performance gave AVR confidence (and capital) to add new vehicles to the fleet. They expanded offerings with newer models and even introduced a van subscription service for long-term renters, which Rentanium could accommodate with its flexible rate management and contract features. All of these factors contributed to top-line growth.
- Faster Operations, Lower Costs: On the cost side, Rentanium’s automation reduced the labor hours required per rental. For AVR’s roughly 50,000 annual rental transactions, even a savings of a few minutes each adds up enormously. Consider the 15% faster processing time at the counter that online check-in enabled that translates to shorter lines and potentially fewer staff needed during rush periods. In fact, AVR reallocated some counter staff into revenue-driving roles like sales and customer service follow-ups, rather than paperwork processing. Administrative overhead (such as chasing paperwork, reconciling disparate reports, or fixing errors) dropped markedly. While AVR did invest in the software subscription, they saw strong ROI through these efficiency gains, echoing the broader finding that adopting rental management software can save time and increase revenue by streamlining workflows. One analysis even reported a car rental firm boosting revenue by over 50% after automating processes and embracing a unified system a testament to what’s possible with the right technology.
- Improved Customer Satisfaction (CSAT): Perhaps most importantly, AVR’s customer satisfaction soared after implementing contactless rentals and faster service. Their post-rental survey scores went from ~82/100 before Rentanium to ~91/100 in the year after a significant jump indicating many more customers were leaving happy. The convenience of the new process was frequently cited in positive reviews: customers loved skipping the counter and handling everything from booking to pickup via smartphone. They also appreciated the transparency (no more surprise paperwork or hidden fees upon arrival everything was clearly communicated in the digital flow). These sentiments align with the industry’s shift: rental companies find that technology-driven convenience leads to higher customer loyalty and satisfaction. During the pandemic, early adopters of contactless rentals saw customer satisfaction scores improve as renters felt safer and more in control. Post-pandemic, the convenience factor continues to drive satisfaction. AVR even saw an uptick in its online ratings on Google and travel sites, giving it a marketing boost from positive word-of-mouth. Higher CSAT not only helps retain customers, but also attracts new ones in a business where reputation matters.
In summary, AVR’s partnership with Rentanium paid off on all fronts increased revenue, decreased operating friction, and happier customers. The software became a backbone for their business, simplifying operations and empowering growth, much as Rentanium was designed to do.
Industry Trend: AVR’s Success with Contactless & Automation Isn’t Isolated
Airport Van Rental’s story is impressive, but it’s not an outlier it reflects a broader transformation happening in the car rental industry. Rental operators of all sizes are embracing centralized platforms and contactless technology to improve efficiency and customer experience. This case study is a microcosm of that trend. Consider a few other real-world examples that underscore why what worked for AVR is part of a larger movement:
- Major Rental Chains Going Contactless: In 2020, one of the world’s leading car rental companies launched a contactless rental initiative and quickly became an early adopter of self-service rentals. They introduced features like advance online check-in, digital identity verification, and contactless card payments. The impact was clear: customers reported a higher sense of safety and satisfaction, and within weeks about 10% of customers were opting for the new contactless check-in option. The company also saw tangible efficiency gains, including a 15% reduction in rental counter processing time and fewer no-shows. This demonstrates that even at massive scale, the same benefits AVR experienced faster service and happier customers hold true.
- Peer-to-Peer and New Entrants Prioritizing Tech: Outside of traditional rentals, peer-to-peer car sharing platforms like Turo have leaned heavily on contactless tech to fuel growth. Turo’s “Go” feature allows renters to locate and unlock cars via app without meeting the host. By using APIs to enable remote lock/unlock and location tracking, Turo made sharing cars more convenient. The result: more trips and higher customer satisfaction, as Smartcar (the API provider) reported in a case study. In Turo’s survey, 90% of hosts wanted all their cars to be contactless-enabled and a significant number were able to list more vehicles because the hassle of key handoffs was removed. The takeaway is that automation and self-service can unlock latent growth (in Turo’s case, encouraging hosts to scale up, and in AVR’s case, allowing a relatively small team to manage a larger fleet efficiently).
- Small Operators Embracing All-in-One Systems: Even smaller independent rental companies are turning to integrated software to level the playing field. A family-run car rental business in Portugal, for example, digitized their operations with a custom all-in-one system and saw immediate improvements: they eliminated double bookings, optimized vehicle turnaround, and captured additional revenue that was previously slipping through the cracks. They transformed from a manual operation to a data-driven one and could scale up without increasing staff, simply by using software to work smarter. This mirrors AVR’s experience of doing more with the same team once freed from manual busywork.
- Higher Conversions with Modern Rental Tech: Distributors and online travel agencies are noticing that customers prefer tech-forward rental providers. According to Auto Rental News, smart rental companies offering contactless rentals are seeing higher conversion rates, as customers increasingly choose those options over traditional rentals. Platforms like Wisecars and Virtuo in Europe are examples where a slick app-based rental experience is becoming a selling point in itself. For AVR, having the reputation as a “modern, contactless-ready rental service” became a marketing asset, attracting customers who might otherwise lean toward bigger brands.
In essence, the success seen by AVR after adopting Rentanium is part of a wider wave of tech-driven improvement in car rental. Centralizing operations on a single platform, automating processes, and delivering contactless, customer-friendly experiences are proven strategies to thrive in today’s market. What sets AVR’s story apart is how comprehensively they applied these principles with Rentanium and how quickly they reaped results.
Conclusion: Driving Growth with Modern Car Rental Technology
Airport Van Rental’s 30% growth after adopting Rentanium underscores a powerful lesson for car rental operators: investing in the right rental management system can yield remarkable returns. By unifying their platform, automating workflows, and embracing contactless rental technology, AVR solved long-standing operational pain points and unlocked new levels of productivity and customer satisfaction. Rentanium’s all-in-one platform played a pivotal role providing everything from fleet tracking and OTA integrations to ID verification and digital contracts in one cohesive solution. Equally important, Rentanium’s partnership approach (flexible integration, continuous support, and no nickel-and-dime fees) meant AVR could scale up without obstacles. The case of AVR is a testament to how modern car rental software like Rentanium can help a business not only catch up to industry leaders but leap ahead in service quality and growth.
For rental companies reading this, the message is clear: The tools and technology are available to transform your operations and delight your customers. You can centralize your processes, go paperless, connect to more sales channels, and offer the convenience of contactless rentals all with a single, unified system that grows with you. AVR’s story shows that these improvements aren’t just theoretical but very much attainable, with measurable impacts on the bottom line and customer loyalty.
Ready to drive similar results for your car rental business? It starts with choosing the right software partner. Rentanium offers the modern rental software foundation you need to streamline operations and accelerate growth. Book a demo today to see Rentanium in action and discover how our platform can be tailored to your needs. Don’t let outdated systems hold you back like AVR, you too can transform your rental operations and scale up with confidence.
Take the first step by scheduling a personalized demo of Rentanium’s all-in-one car rental solution, and prepare to write your own success story