Slashed call center bookings from 80% to 2%
60% surge in bookings
Scales to enable a 60% surge in bookings on the new Google Maps-powered app
How Google Maps is been implemented at Greenwheels
Four years ago, Greenwheels rebooted its dream of bringing back Dutch open spaces, with a new app powered by Google Maps Platform. Since then, an environmental mission that started 25 years ago has been picking up speed. A study by Dutch mobility consultancy Goudappel Coffeng shows that every new addition to the Greenwheels fleet takes 11 cars off the street. After joining Greenwheels, people drive an average of roughly 1,242 miles less per year, saving 16 tons of annual CO2 emissions for all customers.
“We’ve been in this business for a quarter of a century, and we see ourselves as pioneers of the global car sharing boom,” says Allard Hansma, Manager Marketing & Sales at Greenwheels. “Our app revamp, with a whole new customer experience powered by Google Maps Platform, marked the moment we saw a huge jump in our business and environmental performance.”
A huge amount of thought goes into seemingly random placement of car sharing vehicles. We avoid, for example, positioning vehicles near bridges in Holland. Why? They’re always opening and closing to allow canal traffic, meaning customers can get stuck leaving or returning. Big trees are also to be avoided, to prevent the vehicle from being soiled by birds. In addition, Greenwheels seeks high-visibility locations. “Cars are our billboards, so these areas are prime advertising real estate,” Allard explains.
The Greenwheels physical presence on Dutch streets combines with virtual life on the mobile app to drive an increase of more than 100% in customers since it launched its app revamp in 2015. Whenever customers want to rent a vehicle, they see a cluster of Google Maps pins where Greenwheels cars are stationed. The customer simply picks the most convenient one for that trip, benefitting from other visible factors such as subway stations that help them plan their journey.
According to Lisa de Vreede, Greenwheels Product Manager B2C, Google Maps Platform APIs are integral to every part of the Greenwheels customer journey, from choosing a car, to obtaining step-by-step directions to the vehicle and navigating to the final destination. The holistic picture enabled by Google Maps, she says, has contributed to significant performance gains.
Greenwheels, for example, experienced a 60% surge in app bookings after launching the app in 2016. Today 78% of Greenwheels app users use integrated Google Maps to book and find their car (the rest book favorite cars they have used multiple times.) Meanwhile, the app’s convenience has resulted in more customers booking online rather than over the phone, which can be time-consuming. In 2015, phone bookings made up the vast majority of orders, and required time and effort to fulfill. Today, more than 90% of orders come through the enhanced smartphone app, which means significant cost and labor savings for Greenwheels and an improved experience for its customers.
Perhaps the most important result of all is that the Greenwheels app supported by Google Maps Platform drives scalable business growth in step with demand, enabling it to grow rapidly.
“Without our app and Google Maps Platform, we could never have doubled our customer base in just two years. Our call center would have been overwhelmed,” says Lisa. “With Google Maps Platform, customers get a clear visual display of everything they need to know, they tap ‘book now’, and it’s done.”
Greenwheels is now using more Google solutions to drive its green growth journey. Google Firebase enables Greenwheels projects in every team, from marketing to product development and business strategy. “We’re a big fan of Google Firebase as an app analytics tool,” says Allard. “It gives us a huge range of solutions, powering the data analytics, providing intel for product, marketing, and enabling us to strategize the mobile customer experience.”