Improving membership services for the world's largest car club

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.

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 developed 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 results

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 at the time of writing and will make a significant contribution to EBITDA.

For more details

To discuss this case study or our approach to business transformation and organisation design please email

"Change Associates brought strong capability in process improvement and project management... I have been impressed with the ability of their associates to fit into the culture of our business, their relationship building and their willingness to be flexible on the scope of their work whilst maintaining a focus on delivering our targeted results." 
Marina Kilcline, HR Director and Transformation Programme Director,
Zipcar International 
Image © Shutterstock |  Jne Valokuvaus