Customer Attrition

New Ideas to cut Customer Attrition

Keeping your customers on board

In current market conditions, keeping the customers you already have is more important than ever before. The reasons for customers moving on are varied, but if you can ensure that your customer service is second to none, you support the individuality of your customers, you can recognize the customer behaviour patterns that warn of discontent and that your sales people keep in touch with their customers regularly you will be addressing some of the key causes of customer attrition.

rentalresult offers a number of key features to support you and your customers

customer service calls

We’ve put customer service at the heart of our systems, with customer service calls allowing you to monitor all communications between your customers and your business no matter what the cause. That means you can track calls against contacts, customers, assets on rent, quotations, contracts, invoice queries – no matter what the subject you can capture the information and you can react immediately.

Initiate Business Processes

Customer service calls allow you to initiate business processes such as swap outs, pick ups, work orders, invoice query processes, customer letters . Our control centers designed for both branch and salespeople bring customer service calls and general business processing together allowing your teams to see everything that is happening for a customer in one centralized location.

Business Rules Engine

You can also build your own customer service scripts to assist your employees in identifying underling issues, customer discontent and issues with your products effectively and efficiently. The rentalresult rules engine allows you to design scripts to suit your business, it also allows you to create customer service calls automatically based on business rules, for example a customer who’s quote conversion ratio is dropping might need a special call, a customer who’s had multiple breakdowns on site may need a little TLC, you can make those decisions and spot those patterns corporately and direct your salespeople and your branch staff to act to rebuild the customer relationship.

Integrated Reporting Solution

Our integrated reporting solution allows you to track larger patterns across the system, so reductions in spend, increases in complaints, increased debtor days can all be mapped and used to either create target lists for your sales people or create customer service calls which can be tracked for performance targets.

e-commerce Solution

Customer service, is not just about what you can do on a salesperson to customer level, so we also offer a comprehensive e-commerce solution. This allows your customers to manage their account, reprint documents, view their on-rent assets, create customer service calls and most importantly to place their own quotes and orders on line.

Combining our unique product configurator driven by the rentalresult rules engine into our e-commerce site

We often hear that rental is a complex industry and that customers are not always able to select the right product for the job, however we’ve solved that problem by combining our unique product configurator driven by the rentalresult rules engine into our e-commerce site. That means that you can take your customer through a logical product selection process on screen ensuring they have the right piece of equipment, the right accessories and the right additional services and sales products to allow them to complete their jobs.

Total Flexibility for Every Client

If you have a large customer account wavering, sometimes just being able to offer an additional service can make the difference between you keeping that customer or losing them to a competitor. There are many different ways in which the system can also support individual customer variation from managing national agreements, localized pricing or rates tables or just providing an invoice in the exact format the customer prefers. Small features such as automatically sending or printing out product safety sheets or training materials, or automatically offering on-site training with certain products can make a difference so the system will allow you to manage rules in line with your customer’s needs.

Rules Engine Based Rates

We all know that getting your rates and your prices right, making sure the invoice is correct first time and reducing billing disputes is one of the key ways to maintain a strong relationship with your customer so again we’ve put in multiple features to enable you to manage your billing, charging and pricing rules right down to individual customer level if you need to. This can also include special offer rates for certain periods of time or on certain products, rate optimization to ensure your rates are in line with current market trends and the ability to provide your sales people with a degree of flexibility in offering discounts and rate variants. We even offer rules engine based rates for customers who want to vary rates down to individual machine level or customer type.

For more information on these features and the many more which support the customer management process please contact us to arrange a webex, or view our product features pages for Rental, Sales and Customer Service, Asset Lifecycle Management and Financial Management.