Customer Satisfaction graphic depicting a support agent at a desk with ratings scores

Point of Rental’s Support Initiatives Enhance Customer Satisfaction

FORT WORTH, Texas — Over the past couple of months, Point of Rental has invested considerably in their customer service, resulting in significant increases in customer satisfaction.

“Customer service has always been important to us, but we realized that – especially with the additional challenges the last year has provided – we could do more,” said Point of Rental CEO Wayne Harris. “The new Pointers have been great and we’re seeing some immediate impacts.”

New VP of Global Customer Experience Darrin Smith, who helped guide the recent changes upon joining Point of Rental in April, credited leadership in the company’s three offices and the support agents themselves for the improvement.

“Support starts with an individual agent and their ability to recognize the problem, who can solve it, and their ability to work with a person who’s calling in. If someone’s calling us, then their problem is our problem,” said Darrin. “It’s a testament to our customer service leadership in each country; we can plan globally, but execution is all local.”

By focusing on managing customer expectations and clearly communicating how problems are being solved every step of the way, Point of Rental is exceeding industry standards by 30-50% in key metrics like customer satisfaction and net promoter score.

Point of Rental is always working to deliver the best possible rental software experience with our growing team. If you’re interested in becoming a Pointer, apply at pointofrental.com/careers.

A propos de Point of Rental Software

Point of Rental fournit des solutions logicielles de gestion de location et d’inventaire qui relient les gens de tous les secteurs de la location et de toutes les fonctions, leur donnant ainsi les outils dont ils ont besoin pour rationaliser leurs opérations et croître de façon stratégique. Depuis plus de 35 ans, Point of Rental est à la pointe de l’innovation dans l’industrie, remportant des dizaines de prix d’innovation et de service pour les logiciels de location. En tant que quadruple Inc. 5000, l’entreprise qui connaît la croissance la plus rapide, dessert des clients dans 80 pays différents à partir de ses bureaux à Dallas, Londres, Melbourne et Johannesburg. Remplissez le formulaire ci-dessous pour découvrir comment une équipe avec plus de 600 ans d’expérience en location sur site peut vous mener là où vous voulez être.

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