Case 06 · Enterprise Rent-A-Car · via Slalom
From reset to $11–12M account.
The relationship needed a restart, and I rebuilt the partnership. A small discovery for a field-operations tablet experience grew into a multi-program account worth $11–12M over two years.
- Role
- Account Executive · Delivery Lead on the first project
- Started as
- Small discovery: field-ops tablet experience
- Grew to
- $11–12M multi-program account
- Over
- 2 years
Problem
I inherited a relationship that needed a restart. Before the client would commit to more work, we had to rebuild the partnership and earn back their confidence.
The work itself was a real design problem. Field operators juggled a hodgepodge of systems that weren’t tablet-friendly, demanded constant window management and had poor UX. The challenge: unify them so an operator could walk and talk with customers around the car, then dock the tablet for counter service and keyboard entry.
My role
Account Executive for the relationship, and Delivery Lead on the first project back.
What I did
- Rebuilt executive relationships directly.
- Proposed a small, low-risk discovery to design one unified tablet experience for field operations: mobile around the car, docked at the counter.
- Hired and brought in the team. The people I put on the account are what turned it around.
- Turned that discovery model into the case for follow-on programs: work with Car Sales, and winning back data strategy.
- Showed up in person, walking the halls, and earned the right to bring the rest of Slalom back in.
Outcome
An $11–12M multi-program account over two years, with all of Slalom’s capabilities open to the client again.
What I’d do next
Trust comes back in person. Showing up and walking the halls proves you’ll wear their jersey, in a way remote consulting can’t.