Support & Training

Frequently Asked Questions

What is session shadowing and how does it help me?

This is one of the many outstanding features of Thermeon's services is a technology known as 'CARS+ Session Shadowing'. This allows a member of the customer support team to attach themselves remotely to a user's screen. The keyboards of both people are then synchronised so that either one can type and each sees what the other is seeing. This system, akin to the dual-pedal control used by driving instructors, removes language barriers (even between English speakers!) and enables rapid training and resolution of problems. CARS+ Session Shadowing works on a 'many-to-one' basis, so that an unlimited number of users can be attached to the same screen, and thus presents a highly efficient and economic method of training. The system can also be used by a company's own trainers and managers since, given the appropriate permission levels, any user can attach to the screen of any other user.

What do you mean by Connection Protection, is it some sort of insurance?

Well anyone who has ever experienced their computer freezing up, a power failure or their Internet connection closing, will know how frustrating it is to see all their hard work evaporate in front of their eyes before it can be saved. Not only is it infuriating for the user, but also for the customer who is kept waiting and then has to provide the same information all over again. Recognising the importance of this issue, Thermeon has developed its own cutting-edge product called CARS+ Connection Protection. If a user's computer does crash - as computers sometimes do - or the Internet connection is lost, even momentarily, all the user has to do is login again, either on the same computer or a different one. It does not matter how long the interruption lasts, as long as the same user name and password is used, CARS+ Session Maintenance will reconnect the user to the very same session with the partially completed data still present. Even the cursor will be in the same position and no re-keying of data is required.

I've heard some friends in the airline business talk about Yield Management, is it something to do with planes?

Not quite, but it has been used in the airline industry for many years. Yield Management is the art of maximising the revenue or yield from a fixed pool of assets. In vehicle rental terms, this means recognising that there is a fixed fleet of vehicles whose type and class cannot be changed and from which we need to maximise the total revenue earned on a daily basis. The art is in making sure that the highest possible revenue is obtained for that rental, and that the maximum utilisation of vehicles is achieved at all times.

Yield or Revenue management is measured against the following formula: Fleet size x revenue per day x utilisation percent.

So a fleet of 100 vehicles rented at $20 per day, with an average utilisation of 85%, will achieve a daily revenue of $1,700 against a maximum theoretical revenue of $2,000 per day (given 100% utilisation).

In reality, though, each vehicle is not rented for $20 per day. Some are rented at higher amounts and some at lesser. The result is, of course, an average. Yield management provides the tools to indicate when to rent at $10 and when to rent at $30, based on a complex supply and demand equation.

Utilisation-based Rates is a component within Yield Management that allows the cost of a rental to be based on the known fleet utilisation of a given vehicle class at a specific date and time in the future.

So how else can I control my rates?

Capacity Controlled Rates

Capacity controlled rates are yet another weapon within the Yield Management armoury. By offering attractive, special rates on a restricted number of vehicles, in any or all classes on particular dates, it is possible to achieve headline promotions that generate great customer satisfaction and increase yield but do not break the bank. CARS+ has all the tools necessary to capitalise on this very fashionable promotional device.