Keeping car sharing smooth with smarter monitoring

The client

Greenwheels is a Dutch car-sharing company that provides a convenient and sustainable alternative to car ownership. Founded in 1995, the company wants to make neighbourhoods and cities more liveable through offering users access to a fleet of shared cars that can be booked online and used on demand.

The challenge

A car-sharing service has to be up and running 24/7. Of course, this requires constant monitoring of all physical and digital assets so that Greenwheels can quickly respond to and solve problems should they arise. Now, with Greenwheels’ customer base, fleet, and services expanding, their current monitoring system got overwhelmed. With approximately 1,000 notifications coming in each day, it became increasingly difficult to distinguish between notifications that required immediate action and notifications that weren’t (as) urgent. This took up too much time and effort, so Greenwheels wanted to make monitoring their digital systems more efficient, accessible, and – above all – easy to use.

The approach

We opted to take the less obvious route and started by looking at the customer journey rather than the incoming notifications. We asked ourselves and Greenwheels: What systems need to be up and running for each step of the customer journey to provide a smooth customer experience? Happy customers are, after all, Greenwheel’s main goal.

After multiple interviews, workshops, and research initiatives, we defined the monitoring requirements and assessed the organization’s data readiness. We also included adopting a “learning by doing” strategy, enabling Greenwheels to identify and address challenges in real time as they implemented the solution. Finally, we created a framework for implementing monitoring in incremental steps.