Self-Service Solutions for Labor Shortages

How can your customers contact you? In the past, a phone number and email address were suitable points of contact for the equipment rental industry. With the current labor shortages and customer service expectations, your business needs a maintenance software management solution. Discover how you can use Customer Portal, integrated with your RentalMan computerized maintenance management system (CMMS), to improve the customer service experience and overcome labor shortage issues.

Labor Shortage Trends

In 2021, over 47 million workers quit their jobs across the nation. This event, which has been named alternatively The Great Resignation or The Great Reshuffle, is part of what has led to labor shortages in many industries.

There are currently over 11 million job openings in the United States, according to the U.S. Bureau of Labor Statistics. The rental equipment, construction, and manufacturing industries have a significant amount of job openings and labor shortage concerns. Even if you aren’t directly affected by these shortages, many of your customers are likely having difficulties filling their positions.

These shortages are particularly concerning in customer service departments. According to the Society for Human Resource Management, 90 percent of employers surveyed reported struggling to fill open positions, particularly entry-level and mid-level hourly positions. A shortage of professionals in your customer service, accounts receivable, rental operations, and IT teams can hold your company back without equipment rental software.

How Labor Shortages Affect the Equipment Rental Industry

These trends mean that many of your customers are likely to be experiencing labor shortages. Unfortunately, your available communication options may be adding frustrating and time-consuming tasks to the accounts payable and procurement teams of your customers.

According to one study, 60 percent of customers report that the most frustrating parts of a customer experience are wait times and long holds. Communicating by phone or email can require more time than a self-service maintenance software management portal. If you and your customers are using RentalMan to track rental equipment, then Customer Portal can provide a self-service solution to help overcome labor shortages.

Overcoming Labor Shortages With Customer Portal

Wynne offers Customer Portal to deliver self-service access to its computerized maintenance management system (CMMS). A self-service solution not only allows your accounts receivable, IT, and rental operations teams to invest their time more efficiently but it offers a highly valued communication format for your customers. Approximately 88 percent of customers expect an organization to have a self-service support portal, so having one of your own can be essential for your maintenance software management and customer communication.

Streamline Communication

Without a self-service equipment rental software solution, your customers have to reach out to you by phone or email to discuss any features of their contracts, invoices, and rental equipment. This translates to lost revenue and inefficient communication for both companies. Instead, Customer Portal offers self-service maintenance software management to help them easily find answers to their questions through the web-based application accessible on mobile devices, laptops, and desktop computers.

Reduce Workload

Customer Portal saves time for a broad range of equipment rental industry professionals. A reduced workload can help your accounts receivable and IT teams continue to take on projects and accomplish goals amidst labor shortages.

Customer Portal is linked directly with RentalMan for real-time access to account-specific information. From invoice payments to equipment rental opportunities, consumers can quickly find answers and manage their rentals with this equipment rental software solution.

Improve Customer Retention Opportunities

Don’t let labor shortages limit customer retention and an increased ROI. With Customer Portal maintenance software management, you can provide companies with cutting-edge support that reduces the risks of poor customer experiences. About 76 percent of consumers feel the customer service experience of a company is a true test of the company’s values. You can provide a personalized experience thanks to a customized user interface, 24-hour access, and custom reporting.

With 80 percent of customers willing to choose a competing service after more than one bad customer experience, self-service solutions for RentalMan maintenance software management help avoid bad experiences that could negatively affect your customer retention.

Attract Qualified Employees

Using the latest equipment rental software can help improve your company’s work environment. This can lead to a stronger company culture, which the U.S. Chamber of Commerce reports as one of the factors which caused over 47 million workers to quit their jobs in 2021 and look for alternative work.

A rental company, from the office to the yard, that uses web-based account management streamlines unnecessary tasks and relieves workers for other projects. It can help achieve a better work balance thanks to the reduced number of client calls and information requests.

Learn More About Customer Portal

Schedule a call to learn more about Customer Portal and how it can help you overcome labor shortages.