The client

ZIpcar, a subsidiary of Avis Budget Group, is the world’s largest car sharing and car club provider with a network operating in 50+ countries throughout Europe and North America.

The club gives members access to maintained cars and vans as and when they need them, saving them maintenance, insurance, and tax costs.

It has been estimated that one Zipcar helps take 17 privately owned vehicles off the road in the UK.

The challenge

Established in 2000 and acquired by Avis in 2013, Zipcar’s impressive business growth had not been reflected in its membership services. This led to a backlog of issues and discontent within the team.

Change Associates, which had an excellent reputation within the parent company, was asked to help the Member Services team identify and prioritise areas for improvement.

What we did

We worked with a core team of five people to map more than 80 processes within Member Services.

This detailed analysis enabled us to identify a prioritised list of improvements, divided into:

  • Quick wins
  • Longer term priorities (12 months or more)
  • Changes requiring investments in IT.

We ensured Zipcar was left with a sustainable solution by transferring skills to the Member Services team so they could continue to implement the improvements identified.

The result

  • Over the course of three months we identified process improvements that would deliver 600% return on investment over 12 months.

  • Completion of the remaining projects is ongoing but will make a significant contribution to EBITDA.


Image © Shutterstock |  Jne Valokuvaus

“Change Associates helped us make the organisation more effective by refocusing onto the activities and markets that really matter – and in particular the experience of our members.” 

Kaye Cellie, Former President

Zipcar (America)