Ryder wants its truck rental customer experience to be as seamless and as simple as possible. As a result, Ryder, a leader in commercial fleet management and supply chain solutions, launched several new mobile tablet apps that Ryder employees will use to make renting a commercial truck from Ryder easier, faster, and more convenient.
“This business is based on loyalty because the customers depend on us to perform 100% of the time for them when they are in need for an extra truck,” Rich Mohr, VP & Global Product Manager for Rental Operations, explained to Loyalty360. “Our focus on customer experience is the most cost-effective way to drive CSI, customer retention, and customer loyalty.”
Ryder’s new paperless rental process makes check-in and check-out quick and seamless. Customers complete and sign all forms all on an Android tablet. Ryder rental representatives use the same tablet to take vehicle photos to document vehicle condition, as well as to confirm availability, which ensures customers get the quality truck they need, when they need it.
What’s more, Ryder implemented a maintenance app to ensure that its rental fleet remains in optimal condition. The app helps the Ryder rental team determine the root cause of vehicle issues to ensure fast repairs, as well as help to identify proactive service actions to prevent future breakdowns.
“A lot of the factors (for launching the mobile tablet apps) had to do with efficiency at our locations,” Mohr added. “We were depending too much on paper documentation and the speed of the transactions was taking longer than the customers wanted. With the tablets, we now have a process that allows us to get a customer in and out, and communicate key information electronically with them. Overall, the goal was to automate all of our rental processes and communicate with our customers early and often before, during, and after the rental transaction.”
Mohr said the feedback has been all positive.
“From a customer perspective, they have confirmation of their reservation, proof of dispatch, and receipt of return all electronically,” Mohr explained. “This saves the customer time and money communicating rentals across their business.”