CLIENT
INDUSTRY
Consumer markets
FEATURING
Change management
Program orchestration
Data and AI engineering
40%
fewer vehicles out of service
$140M+
saved in vehicle loss and theft prevention
20%
of US rental fleet activated earlier than planned
PwC helped ABG connect operational data at scale—so teams have real-time insight to act with speed, precision, and confidence.
SITUATION
As fleet complexity grew, real-time visibility became essential
Avis Budget Group saw an opportunity to create a more unified operational foundation—one that would empower teams with timely insights, support smarter fleet management, and help unlock efficiencies across the network.
To improve fleet utilization and make faster strategic decisions, ABG needed more transparency and consistency when managing vehicle readiness. It needed new ways to document, track, and enhance operations. It needed connected, consistent data. And it needed all of this at scale.
SOLUTION
Turning fragmented processes into real-time field visibility
Scaling this effort across a national fleet required coordination beyond a typical deployment. Avis Budget Group engaged PwC to help bring structure to the rollout, align teams across the field, and support adoption at scale.
PwC helped ABG operationalize a unified digital platform for managing fleet operations at scale, supported by a roadmap, readiness plan, and deployment approach for airport and local market sites across the US. The effort brought together orchestration, planning, technology readiness, change management, and value realization into a single transformation program designed to move from fragmented data and manual workarounds to real-time visibility. The challenge wasn’t just building the platform—it was making it work consistently across hundreds of frontline environments.
Making that shift work in the field, not just at launch but ongoing in daily operations, required more than technology. Adoption was engineered into the rollout from the start. In less than 18 months, the program reached 125 unique US sites and covered 76% of the US fleet. First, roughly 4,000 devices were handed out to field employees. Then, PwC supported ABG through the activation with 2,100 tailored communications for over 10,000 users, including a network of 1,300 change agents within the organization to help champion new ways of working. Our teams held virtual train-the-trainer sessions to upskill across the US and provided documented system training guides and standard operating procedures to enable a sustainable training model.
With deployments to multiple new users every week, PwC had to get creative about how to prepare employees and deliver training at scale while keeping the delivery team lean. First, PwC developed an activation playbook, with over 70 deployment checklist items unique to each individual location, to establish business and technical readiness across the network. The playbook was comprised of several critical “pit crew” roles, centralized at headquarters, as well as satellite pods of in-field activation staff to assist in end user adoption, escalation of risks and issues, and lessons learned to be shared with the other teams for continuous improvement. To deliver consistently and at scale, PwC deployed a cohort-model change agent network with each cohort starting a three-month learning journey in phases to allow for repeatable consistent pre-built messaging.
AI agents also played a pivotal role in accelerating deployment and training efforts. The team built a custom AI agent to help create standard operating procedures, drawing on existing operational documentation like training manuals and institutional knowledge, to save hundreds of hours of development time. A second custom AI training agent supported deployment teams in the field, providing quick access to relevant guidance during training. The solution can offer answers in multiple languages automatically, helping drive consistent adoption across teams and locations.
RESULTS
Operational insight became measurable business value
With real-time visibility and a clear path to action, ABG began to see tangible benefits in just a few months into the implementation. In pilot markets, vehicles returned to service faster, and the percentage of vehicles out of service fell by around 40%. The transformation helped prevent more than $140 million in vehicle loss and theft, which contributed to an approximate 1.2% improvement in vehicle utilization and around a 30% drop in mechanical complaints. Real-time operational insights gave teams earlier signals on what needed attention; turning operational data into actionable oversight and helping managers make faster, more-informed decisions. The improvements extended beyond field offices, contributing to a stronger customer experience and continued improvement in Net Promoter Score (NPS).
Adoption was visible in daily use, not just at launch. Teams across the US used the platform at scale, completing more than 30 million vehicle scans in the first year and executing millions of transactions supporting movement, cleaning, and repairs. The effort helped clarify ownership and enabled easier collaboration throughout the network. By providing real-time visibility that enables leaders to make data-driven decisions, the implementation established a model that can be scaled across the rest of ABG’s US and global fleet operations.
The new system helped deliver consistent operational data, helping ABG allocate resources where they’re needed most—so operations leaders can consistently act and drive impact at every location at any time.
“The success of this transformation wasn't just about greater visibility—it was about embedding new ways of working across the organization. PwC helped drive adoption at scale so teams can turn real-time insights into faster decisions, stronger operational performance, and measurable business results.”
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