Ryder System, Inc. is a commercial transportation rental company driven to provide positive customer experience, reflected by the company’s stellar performance at the Loyalty360 CX Awards. The company isn’t afraid to take bold steps in using technology to improve CX, and has recently developed several apps that seek to streamline the rental experience and make customer interactions as quick and easy as possible.
Ryder’s newest advance in technology comes in the form of its Ryder Fuel Receipt mobile app. The app allows its rental customers to simply take a picture of a fuel receipt, input a few details, and submit the information to Ryder with the push of a button. This information allows customers to stay compliant with interstate fuel reporting regulations, and is stored by Ryder for up to four years after the receipt is submitted.
Prior to the app, customers were required to provide paper receipts for all fuel transactions, a process that was often slow and tedious for all parties involved.
Not only does this new technology make fuel reporting easier for customers, it’s also immensely beneficial both in conservation and internal productivity. With more than 25,000 receipts submitted per month, the app will substantially reduce the amount of paper used in fuel reporting. What’s more, the easier reporting process will also reduce cost on Ryder’s end and increase employee efficiency due to the reduction in labor requirements.
“The Fuel app is just one more piece of creating an end-to-end, consistently efficient customer experience,” Rich Mohr, Ryder’s VP & Global Product Manager for Rental Operations, told Loyalty360. “Fueling customers of ours are not always in an area where they can fuel at a Ryder location. Having to deal with the paperwork of submitting receipts and fuel tax documentation when fueling at an alternative location over the road is just an experience that makes their job tedious.”
The new app is the latest in several new technologies developed by the company. Ryder also offers apps that allow customers an easier repair process, as well as complete the check-in and check-out process seamlessly and without the use of paper. These innovations, in combination with customer service initiatives like a 20-minute rental service guarantee, show why Ryder is recognized as a customer experience leader.
“We wanted to create a new experience and leveraging the technology that everyone has at their fingertips these days was the right thing to do,” Mohr added. “Now our customers have one more reason to fuel with Ryder and we take the time-consuming paperwork out of their hands and offer the flexibility for them to fuel outside of Ryder locations, on their preferred routes.”