Improve Your Billing and Invoicing
Billing and invoicing aren't sexy words. In fact, you might even say they can be a turn off. In the context of building a successful equipment rental business, however, they do demand attention.
Sometimes, superior customer service takes the form of self-service. “[It’s] an important trend in customer service in many industries, most notably banking, which pioneered the use of secure customer portals on the web,” explains Ross. “In the rental business, web-based customer portals make it possible for your customers to manage their own accounts 24/7, while all you need to do is provide a user name and password. The customer service benefits are tremendous for both parties, actually reducing the administrative load on your back-office personnel. Everybody wins.”
Ross notes allowing users to pay by credit card involves some additional costs, but they’re offset by lower administrative costs and faster cash flow. “There are other benefits that are less tangible, such as customer loyalty based on superior convenience and being perceived as a technology leader in your market.”
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