Company Overview
Flex To Go is a car rental company focused on customer convenience, digital solutions, and building long-term customer relationships. Its mobile app and loyalty program play an important role in maintaining regular contact with customers and encouraging repeat rentals.
As the company grew, so did the need to improve its marketing communication. The solution previously used by the team no longer fully met its expectations, particularly in terms of modern functionality, ease of use, and automation capabilities.
Before implementing Positive User, customer communication relied primarily on email. The company needed a platform that would allow it to move beyond a single channel and engage customers more effectively at different stages of their journey with the brand, from starting a reservation to making repeat bookings.
Key Challenges and Solution
Flex To Go's main challenge was to expand its existing marketing activities across additional communication channels while increasing its ability to automate customer interactions.
Previously, the company used an external solution that did not fully meet its needs. Communication was largely limited to email campaigns, restricting its ability to reach and engage customers at different stages of the booking journey.
The team was looking for a tool that would enable it to:
- Expand multichannel communication – move beyond traditional email campaigns by introducing push notifications, in-app messages, and website pop-ups.
- Automate customer communication – streamline marketing activities and reduce the need to manage individual messages manually.
- Support the loyalty program – maintain regular contact with app users and quickly inform them about updates and special offers.
- Recover abandoned reservations – develop automated workflows that remind customers about incomplete bookings and encourage them to complete the process.
- Strengthen sales and retention efforts – use available customer data and multiple communication channels to build long-term relationships.
Positive User was selected as a platform offering broader marketing automation capabilities and the ability to manage marketing communication within a single environment.
A key factor in the decision was the ability to connect communication activities across the website, mobile app, and email.
How Positive User Supports Flex To Go
From Email Campaigns to Multichannel Communication
One of the most significant changes following the implementation of Positive User was the expansion of customer communication across multiple channels.
Previously, Flex To Go's marketing activities focused primarily on email campaigns. Today, the company can also communicate with customers through its website and mobile app, using different message formats depending on its objectives and campaigns.
With Positive User, the team uses:
- Marketing automation – to create and develop automated communication workflows.
- Email marketing – to run email campaigns and maintain relationships with its customer base.
- Push notifications – to quickly share information with mobile app users.
- In-app messages – to engage customers directly while they are using the app.
- Pop-ups – to display messages and offers on the website.
- Landing pages – to create dedicated pages supporting marketing campaigns.
- CRM and sales opportunities – to manage customer information and sales processes.
As a result, Flex To Go is no longer limited to a single communication channel. The company can use different customer touchpoints and tailor its communication approach to specific business objectives.
The team identifies multichannel communication as one of the greatest benefits of switching to Positive User.
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In-App Communication and Loyalty Program Development
One of Flex To Go's priorities when selecting a new platform was the ability to communicate directly with customers through its mobile app.
The app plays an important role in building customer relationships, particularly with frequent renters and members of the loyalty program.
With Positive User, the team can send push notifications and in-app messages to quickly inform users about company updates, ongoing initiatives, and special offers.
This allows Flex To Go to stay connected with customers beyond traditional email campaigns.
In practice, it means reaching engaged users directly through a channel they already use.
In-app communication has therefore become an important part of Flex To Go's broader retention strategy, which aims to increase repeat bookings and strengthen long-term customer relationships.
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Abandoned Reservation Automation
Another area Flex To Go is developing involves automated workflows for incomplete reservations.
In the car rental industry, starting a booking does not always lead to a completed reservation. Customers may abandon the process at various stages, even after showing interest in an offer.
To address this, the company has started implementing initiatives aimed at re-engaging customers who did not complete their bookings.
Using marketing automation capabilities, Flex To Go is developing communication workflows that remind customers about their unfinished reservations and encourage them to complete the process.
The goal is not only to generate additional bookings but also to make better use of existing customer interest.
Abandoned reservation workflows remain one of the areas the company plans to develop and optimize further.
Landing Pages and Sales Support
Positive User also supports Flex To Go's marketing campaigns by enabling the creation of dedicated landing pages.
The team uses this functionality to build pages for specific marketing initiatives. These pages complement email campaigns, notifications, and pop-ups by providing additional opportunities to present offers.
The company also uses CRM features, including deal and sales opportunity management.
Combining these tools gives the team greater flexibility to organize marketing and sales activities within a single platform.
Collaboration and Customer Success Support
The DataDise team is responsible for developing and configuring automation workflows at Flex To Go.
Direct support from Positive User is another important aspect of the collaboration.
The Flex To Go team stays in regular contact with Ania Bryk, who helps resolve day-to-day issues, answers questions, and suggests new ways to make use of the platform.
The client particularly values her responsiveness and availability. Whenever a problem arises or consultation is needed, the team can count on a quick response and effective assistance.
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However, the collaboration goes beyond technical support. Joint meetings also provide an opportunity to discuss ways to further develop the company's marketing activities.
Several solutions suggested by Ania have already been implemented by the Flex To Go team.
This approach allows the company not only to use the platform's existing features but also to continuously expand how they are applied in everyday operations.
Goals and Results
The main objective of implementing Positive User was to expand multichannel communication, increase customer engagement, and support sales and retention through marketing automation. Moving from primarily email-based communication to a model that also includes the mobile app and website has enabled Flex To Go to reach customers more effectively at different stages of their relationship with the brand.
During the period in which Flex To Go has been using Positive User, the company recorded a twofold increase in sales while simultaneously reducing costs. These results were driven by various initiatives undertaken by Flex To Go, including the expansion of multichannel communication, process optimization, and activities supported by Positive User.
The company's results also demonstrate strong growth in bookings and improved cost efficiency. In 2025, the number of reservations increased by 87.5% year over year, while marketing costs rose by just 10.5%. At the same time, cost per reservation decreased by 41%. This positive trend continued in 2026, with reservations increasing by a further 26.7% and cost per reservation declining by another 21.6%.
The mobile channel experienced particularly strong growth. In 2025, the number of app users increased by 216.7%, while reservations made through the app grew by 176.5%. In 2026, these metrics continued to improve, increasing by 68.8% and 83.4%, respectively.
Another important result was the consistent improvement in customer retention. In 2026, the retention rate increased by 6.97 percentage points compared to the previous year. The loyalty program also continued to grow. Between October 20, 2025, and October 20, 2026, membership increased from 7,512 to 10,842, representing 44.3% growth.
Key Results:
- +87.5% reservations in 2025, followed by a further +26.7% in 2026.
- −41% cost per reservation in 2025, with an additional 21.6% decrease in 2026.
- +216.7% app users and +176.5% mobile reservations in 2025.
- +6.97 percentage points in customer retention rate in 2026.
- +44.3% loyalty program members over one year.
Positive User is one of the components of Flex To Go's growth strategy, supporting communication automation, the development of long-term customer relationships, and initiatives aimed at increasing repeat bookings.
