ALD Italy puts user experience at the center of its business strategy
When systems’ evolution differs from market’s one, bridging the gap is more likely if the operators’ workflow was being increased and, consequently, its related operating-costs.
This is the experience of ALD Italy – a well-known company specialized in Long-Term Rental (LTR) services – has witnessed this kind of experience.
The company’s online quotation tool was developed following the necessities of the time. However, in a short-time period, the tool wasn’t capable of providing adequate support for the creation and distribution of business offers.
This meant that the company’s support team, which managed a part of the quotation activities, was put under pressure by the increase of the workload and, consequently, this incresed both the complexity and the costs of the management activities.
The so-called “process” presented too many issues for the company-dealer-customer iterations of the time, leaving ground to competitors equipped with more modern solutions.
Interlogica was entrusted with the rebuilding of the ALD configuration and quotation system and was asked to program a platform that could compete with the highest, most efficient and most usable modern technologies.
During the development of this project the analysis of the user experience was extended to the whole relationship process with the end-customer. From the beginning of the process, the customer was able to receive all useful information, granting a better comprehension of all the aspects of the car-rental process.
Thanks to all of this, the new quotation system wasn’t limited to the improvement of a single phase of the process, but instead, it created multiple useful functions.
Ald needs to align the qualitative performance standards with the technological ones.
The User Experience, during the platform’s development, is extended to the entire relationship with the end-user.