Multiple rental account project: to Genpact, Hyderabad

Abstract

Field sales representatives (FSR) create rental accounts when a customer requests for renting a vehicle. Ideally, there should be a single rental account corresponding to a customer. However, in actual practice, the FSR does not check whether a rental account already exists or not. This is because it takes time to figure out whether an account has already been created or not for the customer. For a FSR, the salary is a function of the number of deals that are closed in a week. Therefore, he/she has an incentive to quickly close the deal so that more number of deals can be closed. But it creates problem for the business as a whole. Specifically, problems arise during computation of credit, collection of receivables, pricing and tax policy being offered to the customer. To counter the problem, several initiatives have been undertaken in the past but they solve the problem in a very limited manner. Hence, there is a need to develop a holistic approach to solve the problem arising out of creation of multiple rental accounts. This project describes a methodology to clean the existing rental account database, i.e., identify and group the multiple accounts for the existing customers. Once the process is identified, a process map is developed. The methodology comprises three steps: formatting the data, developing and applying matching rules to the data and then merging the accounts that can be grouped. The report describes each of the steps in detail. The methodology has been successfully tested over a sample comprising 7500 accounts.