Interview with Robert Gray: real business value

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Robert Gray, Vice President of Sales and Marketing, Wynne Systems, discusses the company’s new features such as MobileLink, ReadyLink and its new acquisition, Dispatching Solutions; improvements to its customer portal; the growing ability of customers to manage online transactions and communications; dashboards, reports and more.

RER: What are the new features of your software over the past year?

Grey: We have constantly added new features to our mobile app, MobileLink, which offers real business value. This includes our new forwarding feature, which manages both inbound and outbound equipment – usage is no longer compromised by equipment waiting for paperwork in the yard and potentially neglected. Other features, such as suggesting the unit to rent based on the longest duration since the last rental, allow businesses to port their fleet more evenly. This cuts down on maintenance costs on specific units which tend to be rented out even though others in the same category and class are available.

We also launched ReadyLink, our service prioritization web application. Department managers have full control and visibility over their department’s workload, showing high priority maintenance or service tasks to maximize the use and profitability of their equipment. Businesses that pre-prepare their service needs for reservations or heavily used items are able to deliver on time and reduce costly and time-consuming trade and credit.

And finally, with our acquisition of Dispatching Solutions Inc. in 2018, we were able to add transportation and logistics management to our product offerings, so that we can address almost every facet of the rental process. equipment.

What new capabilities and functions have you added in regards to e-commerce?

RenterLink is our e-commerce platform that connects your business to your consumer. But on its own, it doesn’t resolve the mindset of customers moving from valuing customer experience to price and product when selecting suppliers. Which is good for our industry as a whole, as our offerings are less commoditized, but it places a heavy burden on businesses to deliver exceptional customer experiences across all channels.

To address this issue, we’ve enhanced our Customer Portal to be customizable so that our customers can market directly to their accounts. If a big storm is approaching, you can display a targeted ad in the customer portal for your generators and garbage pumps and link them directly to RenterLink to display only those items. It’s a simple but effective way to improve that customer / supplier relationship and leverage your e-commerce platform.

Can you give an example of how the integration between telematics and your software has benefited your rental customers?

Yes, the ability to communicate and transact online is growing exponentially. Part of a customer’s experience is having a choice of how they interact with your business, and an online option is no longer an added value, it’s an expectation. RenterLink gives them this flexibility by allowing them to manage transactions and communications on their terms. Book, request service or pickup, pay bills – it’s a ‘hands-off’ channel, but one that delivers even more value to your customers.

To your knowledge, are online reservations and communication of equipment called non-rent increasing among your rental customers? How does your software make it easier for you?

Yes, the ability to communicate and transact online is growing exponentially. Part of a customer’s experience is having a choice of how they interact with your business, and an online option is no longer an added value, it’s an expectation. RenterLink gives them this flexibility by allowing them to manage transactions and communications on their terms. Book, request service or pickup, pay bills – it’s a ‘hands off’ channel, but one that delivers even more value to your customers.

What kind of support do you offer to rental companies that use your software i.e. helplines, online chats, user instructions, etc. ?

Our customers have access to an online support service, where they can view and manage their tickets and communicate with our service team. In addition, we have staffed our support department so that we can offer 24/7 support which is essential for our customers.

Above all, we have Customer Success Managers who, as their name suggests, are dedicated to managing the success of their clients. This means having a deep understanding of their clients’ business goals, initiatives, and short and long term goals. Knowing this, CSMs can deliver strategic plans that link our software solutions to customer goals and initiatives.

In the day-to-day operation of a rental business, communication is essential between the store, salespeople, courtiers, ticket clerks and delivery drivers. How does this real-time communication work to determine the immediate location and condition of an asset?

Immediacy, accuracy and accessibility are essential for rental businesses to communicate and operate effectively. Half the battle is that the data is real-time, whether it’s coming from their primary rental solution or from a third-party GPS or telematics system. Yesterday’s news, while interesting and relevant, is still old news.

But to access real-time data, you have to enter data when events occur. If an influx of equipment returns at the end of the day, you can be sure that something will go unnoticed. And we all know it, it only takes one missing piece of information to disrupt the workload of multiple people in multiple departments or even branches. This is why mobile applications adapted to the rationalization of operational tasks are necessary; it removes oversight opportunities, speeds up the whole process, and continues the effective communication that businesses work so hard for.

What kind of dashboards does your software have and what information do they offer?

Our reporting and dashboard features allow users to create their own reports and dashboards. This is necessary for companies that need important and transversal reports. Users, or Business Intelligence analysts, can quickly create dashboards to meet the different objectives of different departments. Suppose your logistics center and your primary managers want the same data, such as a list of deliveries and pickups. The logistics center will benefit more from an operational dashboard that updates automatically every few minutes so they can quickly assess what is owed next. At the same time, your key managers would find it more useful to see the same data in an analytical dashboard, so that they can think about results rather than actions. Needs will dictate the most effective format for dashboards, so having the ability to create and modify dashboards as needed is extremely imperative for effective rental companies.

What information can your customers access through your online portal and how “user-friendly” is it?

The Wynne Customer Portal is a great one-stop-shop resource for your customers. They have access to create a reservation, view current rentals and request a pickup or extend the rental, view invoices and pay them online, as well as a variety of reporting options. It’s really simple to use, and the interface lets you customize their homepage however you want. Display dashboards, advertisements, their branch contact details, it is designed to provide all the information your customer could need.

Which reports do you think your customers use the most, that they find the most useful?

From our point of view, these are two different types of reports. The reports that are used most often are those that provide actionable data, such as a service due date or an outstanding A / R report. These are the type of reports that are run on a daily or weekly basis that help a person or a group of people be more efficient in their work. While the person using this report may find it useful, it doesn’t necessarily add value to the business as a whole.

The most useful reports are those that drive initiatives forward. For example, if a company wanted to reduce their drivers’ idle time, they would want a report showing how long drivers wait at a construction site or branch. Now, they’ve decided to cut that time by 30 percent in the first six months and have some new processes in place to support that. Their driver idle time report would be run daily to provide insight into the progress of their initiative. For another company, this information might be meaningless. But for the company looking to cut fuel costs and increase trips per driver per day, this is huge. Ultimately, the value of the report depends on what the company is trying to accomplish.

Are there any particular software features you are working on that you plan to [that you are comfortable talking about]?

We are constantly working on improvements to our ERP solution, but adding even more to our mobile and service applications. For MobileLink, we are adding more features to make the meter less dependent on a workstation, such as creating new customer work sites and creating sales orders.

In the ReadyLink app, we are adding features that allow department managers to estimate work more accurately and several improvements to improve fleet utilization in all regions.


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