Agile approach and trusted partnership deliver successful European programme expansion for Enterprise.

Enterprise is a leading global vehicle hire and mobility company. It offers car and van rentals, car sharing, and long-term commercial vehicle solutions through its Flex-E-Rent division. The business is part of Enterprise Mobility, which also owns and runs the National Car Rental and Alamo Rent a Car brands. Together, they operate thousands of locations in over 90 countries with a fleet of around 2 million vehicles and more than 100,000 employees worldwide.

Campaign objective and project background.

Enterprise wanted to replicate their US model for lead response and account management in the UK and across Europe. They needed a trusted partner with multilingual capabilities who could scale as requirements grew, provide agile support for short-term needs and enable them to test different approaches to evolve their medium and long-term growth strategy.

Enterprise had previously worked with The Telemarketing Company (TTMC) and invited them to pitch for the new requirement. TTMC was shortlisted alongside two other agencies and took part in a formal selection process, involving senior Enterprise stakeholders. The key priority for Enterprise was finding a partner that was a strong cultural fit, flexible to changing needs, and committed to continuous improvement. After a lengthy nine-month evaluation, Enterprise selected TTMC as its preferred partner.

Project execution

The strategy was to establish the programme in the UK initially, then scale over time to cover other European territories. The requirement involved multi-source data capture, complex triage and routing of leads with differing qualification criteria, so a thorough onboarding programme was defined.

Multiple briefings were held with the TTMC calling and account management teams to cover the proposition, messaging, and brand, ensuring the programme was set up to align with Enterprise’s in-house systems and processes. TTMC’s senior developers were heavily involved in designing a bespoke configuration of the agency’s proprietary calling platform and its reporting portal, TTMC Connect, to provide a scalable platform, real-time performance analytics and rigorous quality assurance.

TTMC’s systems needed to capture a live feed of leads from Enterprise’s website and hundreds of branches, where prospects renting for personal use had indicated a potential corporate rental requirement. It was critical that enquiries were processed efficiently and received a prompt response so strict SLAs were established. Agents called prospects to capture insight and qualify leads, making three calls in total. With each unsuccessful call, a voicemail was left and an email sent. Depending on each company’s individual status, including projected usage or age of the business, agents would then triage leads into two pots, with between 35 – 50% of leads resulting in an account being set up, and the remainder qualified out against pre-set criteria.

Large accounts likely to have higher potential spend which passed specific underwriting criteria were assigned to a dedicated Enterprise Account Manager whilst TTMC was tasked to account manage the medium-sized accounts, and small businesses were routed to an online self-serve portal. The process needed to handle exceptions to assignment rules, such as routing TV production company leads to a specialist Enterprise team.

Once the UK programme gained traction, it was further extended to include Enterprise’s Flex-E-Rent offering for vans, trucks and specialist vehicles (accessible, refrigerated, HGV). The original programme was then rolled out to encompass the German, French and Spanish markets, with native language speakers assigned to each territory. The expansion of the programme added complexity where country-specific criteria and requirements needed to be accommodated. For example, a higher frequency of call sampling was necessary for the German market.

Alongside outbound calling, TTMC took on a range of additional responsibilities, covering both ad-hoc projects and ongoing programmes, while continuing to support the core activity. These included:

• Cold calling Spanish businesses near new Enterprise branches to raise awareness and generate new accounts.

• Handling inbound calls and enquiries from online, social media and event marketing campaigns.

• Re-engaging dormant UK accounts to refresh the proposition and reactivate interest.

• Account management in Germany, France, and Spain, including structured multi-touch outreach to evaluate customer experience, reactivate lapsed accounts, and uncover new opportunities such identifying and upgrading higher-spend accounts to corporate accounts.

Given the fast-paced and dynamic nature of the engagement, TTMC’s resources and systems needed to be highly flexible, responding quickly to changes such as updates to qualification criteria, country-specific assignment rules, or programme adjustments for testing and benchmarking different approaches. A notable example of TTMC’s agile approach was during the COVID-19 pandemic. While overall rental demand fell during lockdowns, Flex‑E‑Rent services saw increased need, especially chilled vans for transporting blood and vaccines for the NHS. TTMC worked closely with Enterprise throughout this period to minimise disruption and ensure consistently high levels of service.

As the engagement matured, close collaboration between the TTMC and Enterprise teams was supported by ongoing reviews, shared call recordings and performance analytics. Enterprise’s programme manager was often on site with the team listening to live calls and providing coaching and feedback. Communication processes spanned multiple stakeholders in the various territories, from queries from individual sales reps, liaising directly with country managers, to ongoing communication and regular reviews with the central programme manager. Client and agency IT teams also collaborated closely to support ongoing improvements such as:

• Lead form amendments to maximise lead conversion and provide more robust analytics and reporting.

• Ongoing refinement of weekly and monthly MI to track lead outcomes, SLA compliance, and quality, providing Enterprise with deeper performance insights and driving revenue through improved conversion.

Results

Over seven years, Enterprise’s partnership with TTMC has enabled the programme to scale and optimise across four territories, now supported by 21 agents. Bespoke systems and processes put in place at the outset have safeguarded quality while allowing continuous refinement as requirements evolved.

As the programme has evolved, TTMC has refined workflows, improved conversion, and embedded best practice, ensuring the programme remained agile, efficient, and scalable. The agency has consistently met strict SLAs while responding effectively to ad-hoc requests and territory-specific requirements.

TTMC’s calling platform and customised reporting have been central to this success, tracking leads and interactions in real time and delivering clear insight at branch and country level. This visibility has made it possible to identify gaps and opportunities quickly, to ensure ongoing optimisation across the whole programme. Collaboration has been underpinned by strong communication, including ongoing reviews with local teams. From messaging adjustments to call calibration, these reviews have kept results aligned to local requirements and revenue growth steady.

By combining agility, expertise, and a data-driven approach, TTMC has delivered a scalable European programme that validates and refines Enterprise’s growth strategy, strengthens operational processes, and ensures consistent, high-quality customer engagement.