Zipcar Case Summary

1. Executive Summary

Zipcar, a self-service car company with the largest active membership base of any car-sharing service in the United States, is facing a problem with the availability of the vehicle at appropriate time. This situation arises when the customer failed to return its car on time and the next customer is waiting at the parking spot with no car to drive despite following proper procedure in reserving a car online. I have determined that I must investigate and reach recommendation as to what business strategy should Zipcar adopt to operate efficiently in this situation.
To reach a recommended course of action, I come up with four criteria : Vehicle availability; customer convenience; financial implications; and market growth. As the vehicle availability is
Then Zipcar should inform the next customer about the expected problem, and the backup plan. This provides an opportunity to the aggrieved client to take a decision based on the circumstances, and well ahead of his deadline.
· Does not respond to the phone call - It should be intimated to all customer well ahead of the booking that not responding to the call, Zipcar would automatically extend the booking time by one hours and would charge fine over the normal rate. And for the next client, Zipcar should follow the same course of action as had been taken above.
As in the case above, this solution would allow Sal to stay late and pay the extra fine, which he would gladly do if keeping the car landed him a great job and reduce the inconvenience caused to Anita to great extend because she would be aware of the situation and backup plan devised by Zipcar well ahead of time and never had to deal with the anxiety of getting to the spot and not seeing her