IBM Lotus Domino is #1 at Hertz

IBM Customer Success Story
Hertz

IBM Lotus Domino is #1 at Hertz

Overview Company Profile
A household name to virtually anyone
Challenge Business Value who travels, Hertz began its car rental
business in 1918, and in 1925 opened
Enable employees spread over 150 70% reduction in printed paper the first airport-based car rental
different countries to standardize within two years; instant distribution location at Chicago’s Midway Airport.
processes, work with the very latest to multiple locations of important Today this wholly-owned subsidiary
information, and collaborate on changes to employee manuals of Ford Motor Company meets
projects — all while reducing paper and documentation; regular the textbook definition of a global
waste, delays, and travel and meetings — previously impossible corporation: it sells and provides
mailing costs — of geographically dispersed rental cars from approximately
teams residing in multiple 7,000 locations in more than 150
Solution countries; realtime delivery of pre- countries and jurisdictions, and it
emptive alerts to mobile employees rents out construction equipment from
Electronic forms management, locations across the United States,
document management, team Key Components Spain and France.
workspace and Web conferencing
solutions based on IBM® Lotus® • IBM Lotus Notes® and Domino Given this global span, Hertz
Domino™ technology employees must communicate and
• IBM Lotus Instant Messaging collaborate on an ongoing basis with
Why IBM/Lotus? (Sametime) ® people miles or even oceans away.
Forms must be completed and routed
IBM Lotus provides an unmatched • IBM Lotus Web Conferencing to people in other offices, states or
suite of solutions for collaborating (Sametime) countries. Changing policies and
online regulations must be quickly distributed
to a widely dispersed workforce.
• IBM Lotus Team Workplace People working in different time
(QuickPlace) ® zones need to collaborate on reports,
projects and Web content.
• IBM Lotus Domino Document
Manager (Domino.Doc) ®

“For us, Lotus Domino is key to efficiency. It takes so many of the mundane procedures
we have as a global organization and lets us automate them to cut costs, eliminate
travel, speed processes and add security. The processes won’t go away, and so making
them more efficient is extremely important.”

— Claude Burgess, Senior Vice President of Technology and eBusiness, Hertz Corporation

“Notes improves everything about the process. Form contents are more
secure, and we don’t lose data. Maybe more important, whenever
you attach workflow to a process, you standardize it automatically.
Everything is routed and processed correctly not just by luck, but
because the software makes it happen.”

— Claude Burgess, Senior Vice President of Technology and eBusiness, Hertz Corporation

To streamline these and other global Eliminating 70% of the paper Burgess says that in the two years
tasks, Hertz depends increasingly on One Domino application that touches since introducing eForms, Hertz
IBM Lotus Notes and Domino, and the lives of most of Hertz’s 15,000 has reduced the amount of paper
on other Lotus technologies such as Notes users is its home-grown eForms it prints by 70%. But he insists that
IBM Lotus Instant Messaging and system. eForms enables Hertz dramatically reduced paper waste and
Web Conferencing (Sametime), IBM employees to fill out and process any faster forms processing aren’t the only
Lotus Team Workplace (QuickPlace), of about 500 once-paper forms. “We benefits. “Notes improves everything
and IBM Lotus Domino Document try to use eForms wherever a paper about the process. Form contents are
Manager (Domino.Doc). document was once required,” says more secure, and we don’t lose data.
Burgess, “not only to cut printing Maybe more important, whenever
“For us, Lotus Domino is key to and paper costs, but to speed the you attach workflow to a process,
efficiency,” says Claude Burgess, associated process.” you standardize it automatically.
Senior Vice President of Technology Everything is routed and processed
and e-Business at Hertz. “It takes so Burgess gives an example. “Say correctly not just by luck, but because
many of the mundane procedures I’m in one of our overseas locations the software makes it happen.”
we have as a global organization and and I need to purchase new office
lets us automate them to cut costs, equipment. Prior to eForms I would Powering improvements — and
eliminate travel, speed processes and have had to overnight or fax forms tracking them
add security. The processes won’t across oceans, which is expensive Owing in part to the success of the
go away, and so making them more and slow. The form might or might eForms project, Hertz is elbow-
efficient is extremely important.” not have moved quickly to the next deep in an initiative to digitize other
appropriate person in the approval processes within the company.
process, and any resulting questions They’re using IBM Lotus Team
would have had to be handled over Workplace (QuickPlace) to create
the phone or through e-mail across Web-based workrooms where the
time zones. project teams formed around this
initiative can manage the associated
“With eForms I can submit the forms documents and track progress.
in seconds. Our Domino-based
workflow application routes it to the
appropriate people automatically, and
any questions or annotations stay with
the form, creating a history for the next
person who gets it and eliminating
questions that slow things down.”

“Here Domino is more than an efficiency engine — it’s the enabling
technology. Without it you couldn’t justify having four meetings
a week with people from three different locations — but with it,
you can.”

— Claude Burgess, Senior Vice President of Technology and eBusiness, Hertz Corporation

“In the online Team Workplace, team “Like most corporations we’re Making once-impossible
members can review all the meeting constantly updating our policy and collaboration commonplace
agendas and minutes, reports, procedures manual,” says Burgess. While still in the pilot phase with IBM
metrics, and whatever else falls out “Updating a page of a paper manual Lotus Instant Messaging and Web
of the project,” says Burgess. “Since for, say, 2000 people, would be Conferencing, Hertz is using both
in most cases Domino will be the prohibitively costly and slow enough to speed communications — and to
technology we choose to digitize to be ineffective. But updating the enable highly beneficial, previously
these processes, this is an example manual through Lotus Domino impossible collaboration across
of using Domino both to track and to Document Manager literally takes just geographies.
power a project.” seconds. Everyone always has the
latest policy information.” Burgess gives an example. “Right
An electronic employee manual now we use Lotus Web Conferencing
Hertz and Burgess use Lotus Domino Various groups within Hertz also use to hold a regular meeting with our
Document Manager to publish the Lotus Domino Document Manager for marketing team in Europe, our
company’s employee policy and what Burgess calls ‘secure, limited- analysts in New Jersey, and our Web
procedure manual, as well as other audience publishing,’ — specifically development team in Oklahoma.
internal documents. Lotus Domino to achieve a level of security they can’t Being able to collaborate on the same
Document Manager is a solution that get with paper. “For example, the IT screen from three or four geographic
enables collaborative document department uses it to create and revise locations enables us to manage the
management throughout the technical documentation; Finance team process in real time without
document life-cycle, from authoring uses it to draft business rules or the logistical problems of mail, fax,
through review, approval, distribution definitions for our chart of accounts,” and email. For instance, we can all
and archiving. he says. “This isn’t information be looking at a graphical display of
everyone has to see, and Lotus information while making changes to
Domino Document Manager lets it on the shared screen as the team
these groups publish the information interaction dictates.
only to those who need to see it.”
“Here Domino is more than an
efficiency engine — it’s the enabling
technology. Without it you couldn’t
justify having four meetings a week
with people from three different
locations — but with it, you can.”

For more Customer Success
Stories visit www.lotus.com and
www - 3.ibm.com / software / success

Communicating with moving targets A portal on the horizon © Copyright IBM Corporation 2003
Hertz profit center managers — An IBM WebSphere Application
people who run Hertz rental outlets Server is already part of the Hertz Lotus Software
in airports or major cities — present a infrastructure, and the company is IBM Software Group
real communication challenge. “These planning to use an IBM WebSphere One Rogers Street
people are always on the move, and Portal to roll out an enterprise Cambridge, MA 02142
aren’t often in their offices or at their portal. “We’ll start with an internal- USA
desks to receive messages,” says facing portal that offers employees
Burgess. “But the faster we can get customized, one-stop access to Produced in the United States of America
them crucial information, such as a applications, including the Domino 05-03
last-minute change in fleet availability, applications we’ve talked about,” All rights reserved.
the better they’re able to do their jobs.” Burgess says. “Over time we’ll extend
it to the B2B and B2C constituencies.” IBM, the IBM logo, the e-business logo,
To this end, Hertz is piloting a Lotus, Lotus Notes, Lotus Domino, Sametime,
project based on Lotus Domino Burgess sees the portal as an QuickPlace, and WebSphere are trademarks
Everyplace to send alerts directly opportunity to bring more Domino- of IBM Corporation in the United States, other
to workers’ phones, PDAs or other style efficiency to Hertz. “WebSphere countries, or both.
mobile devices. “Right now a group offers a great development
within Hertz monitors important environment. And its integration Other company, product or service names may
information and generates these alerts with Domino applications, relational be trademarks or service marks of others.
manually, but we will generate them databases and backend systems will
automatically down the road,” says let us create really robust solutions This case study illustrates how one IBM
Burgess. “What’s important is that that will be easy for our people to use, customer uses IBM Lotus products. Many
the managers get the information and that will help them work more factors have contributed to the results and
quickly, in time to make changes efficiently by combining everything benefits described. IBM does not guarantee
and avoid problems.” they need in one place.” comparable results. All information contained
herein was provided by the featured IBM
customer. IBM does not attest to its accuracy.
Nothing contained in this documentation
is intended to, nor shall have the effect of,
creating any warranties or respresentations
from IBM or expressed or implied
recommendation or endorsement by IBM of
any third party product or service.

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