Have you ever wondered how your rental business can provide more value-added services to those customers that have been a part of your growth for the longest time? Have you combined that thinking with your own "customer experience" expectations?
Although the traditional “call to book” method has worked for many years, we see customers that have been primed to want more. This is prevalent by the industry standard that has now also become the norm in many cases.
From Utility providers to Telco companies, they are all providing their customers with access to their own customer online “nooks” so they can; pay their bills securely, re-order their favorite rental equipment and contact you regarding an Invoice that needs further investigation. Your customers want to do this securely and consistently but they also expect to do this today.
Clearly, self-service portals provide customers with instant access to information but as a double benefit to your rental operation, it also saves you valuable time and organizational resources. Consequently, we see that 60% of businesses expect to implement self-service portals within the next 12–18 months.
So, what are the rules when it comes to providing your customer with self-service eCommerce options? Let’s have a look and see what works well for the Rental Industry: