The overall picture of the tourist car rental industry.

The overall picture of the tourist car rental industry.

The car rental industry is a unique segment of the service sector: it is both traditional and demands immediate responsiveness to customers.

The business model seems simple – "have cars, have customers, have revenue" – but in reality, it hides many layers of complexity:

• Customers are not loyal: they seek price, quick responses, and reliability; without a good experience, they are ready to switch to another provider.
• Orders are unpredictable: peak times can be during holidays, off-peak times can be during the week; schedules change constantly and require quick updates.
• The system relies heavily on the sales team: everything is done manually – making calls, sending messages, taking notes – leading to errors, missed customers, or slow responses.

Therefore, most businesses in the industry are "stuck" in a reactive sales model, and have not yet transitioned to a proactive and data-driven model.

It's worth noting that many businesses in the industry don't lag behind in service quality, but rather in response speed and the ability to maintain a consistent experience. In a market where customers can find countless providers with just a search, the business that responds faster and more professionally wins.

Growth limit: When revenue is no longer proportional to effort.

Anh Khoa Travel – a car rental business in Ho Chi Minh City – used to operate very stably with 15 vehicles and a loyal customer base. Six years of experience helped them understand the market and customer itineraries, but it also made them acutely aware of their limitations.

"We don't lack customers, but we always have the feeling that we're losing customers somewhere without knowing why," shared Anh Khoa, the founder.

That feeling doesn't stem from weak business performance, but from the fragmentation of data. Each communication channel – Facebook, Zalo, Website – is a separate "island." Customer information is scattered, lacking interaction history, making follow-up nearly impossible. Quotes, contracts, and vehicle tracking are still on Excel – leading to errors, delayed responses, and lost potential customers due to even a few minutes' delay.

When advertising costs increase without being able to trace which customers are actually generating profit, businesses understand that growth based on human resources has reached its limit; they must shift to growth based on systems.

A transformative turning point: When service businesses begin to “think with data”

Anh Khoa Travel chose GTG CRM not just to "have another management software," but to rebuild its operational methods.

Instead of focusing on "customer management," they aimed for a larger goal – building a unified, responsive, and data-driven operating system.

The first thing that changed was speed.

In the car rental industry, response speed is a key revenue opportunity. If a customer asks about the price of a Da Lat tour and there's no response within 10 minutes, chances are they've already booked elsewhere.

When GTG CRM is implemented, all conversations from Facebook, Zalo, and the website are consolidated into a single interface. Employees no longer have to switch back and forth between applications, and importantly, AI-assisted responses are suggested directly within the chat window, reducing the average response time from 45 minutes to just 13 minutes.

But speed is just the starting point. The deeper change is how businesses perceive things – from a series of disjointed tasks to a measurable process.

Instead of simply following up with customers who are remembered, GTG CRM establishes a clear sales journey: new customer, quoted, awaiting confirmation, booked, completed. Each step is recorded, reminded, and the conversion rate is tracked by the system. After 3 months, the percentage of customers responding after receiving a quote increased from 38% to 67%.

From then on, Anh Khoa Travel began to shift from a reactive to a proactive approach.

With AI Landing Page Builder, they can create a “Quick Ride Booking” page in 15 minutes, collect customer information, and feed it directly into the CRM. At the same time, the workflow automatically sends confirmation emails, offers, and reminders every few days – the entire nurturing process happens without additional staff.

Building landing pages is easier with GTG CRM.

The true value of digital transformation

Looking back after three months of implementation, the numbers speak for themselves:

• Response time decreased by 70%.
• Customer response rate increased by 76%.
• The number of ride requests increased by 42% each month.
• The rate of returning customers is 2.5 times higher.

But the greater value lies in the change in the workplace culture.

Previously, employees operated based on personal habits, but now they work with data – knowing which customer is at which stage, when follow-up is needed, and which behaviors generate conversions.

Businesses no longer depend on "people who remember," but on "memory systems."

Customers clearly perceive professionalism: regardless of the contact channel, they receive consistent responses and are addressed by name every time they return.

In essence, it's not just about applying software – it's a shift in management thinking: from manual operations to data-driven operations.

GTG CRM and lessons for Vietnamese service businesses.

In service industries that rely heavily on responsiveness and customer experience, competitive advantage lies not in the number of employees, but in the ability to pool data and respond as a unified organization.

When all messages, journeys, and responses are stored in a single platform, small businesses can operate as smoothly as large corporations.

Process automation helps new employees integrate quickly; data helps managers forecast and expand branches without fear of system breakdown.

This is especially important in the context of the Vietnamese market entering the "data-ization phase for small and medium-sized enterprises" – where software is not just a tool, but an operational infrastructure.

Conclusion: It's not about replacing people with machines – it's about helping people work smarter.

For many, digital transformation remains a distant concept. But for businesses like Anh Khoa Travel, it's a very real story: when people begin to trust data, they work better, faster, and make more accurate decisions.

GTG CRM not only helps manage customers, but becomes the "operational backbone" – where data, processes, and people connect.

And when that happens, small businesses are no longer "underdogs"—they become organizations capable of sustainable growth in a volatile market.

"I don't think a software program can change the way I operate."

But GTG CRM builds greater customer trust, motivates employees, and allows my business to grow more sustainably.”

— Anh Khoa, Founder of Anh Khoa Travel.

Are you in the car rental, tour, or transportation business?

Don't just sell rides — start building the customer journey.

Try GTG CRM free for 14 days and see how your business can respond faster, more accurately, and more professionally – starting today.