Isn't it ironic that a service rendered from a machine can increase a rental company's level of personal service to its customers? To Charlotte, N.C.-based Sunbelt Rentals, it just makes sense.
“Visitors to the new Sunbelt online catalog will see the most comprehensive specification, application and safety information on rental equipment in the industry,” says Mary Roberts, corporate project manager for the company. “What they won't see, but will benefit from, is the extensive backend integration of the Web site to our operations database that provides real-time equipment information when equipment is added to our fleet.”
The interactive online catalog, which can be accessed at www.sunbeltrentals.com/catalog/, was designed as a tool for sourcing rental equipment, and a resource for training and technical information that is universally available to the rental industry and its customers. Sunbelt views it as a support tool for its phone and counter contact with customers.
“Each catalog page has our toll free phone number to link the customer to their nearest Sunbelt location for a more personal level of service,” Roberts says. Additionally, the Web site's location directory is also available from each page to locate the nearest store from Sunbelt's 200 locations. Plus, the directory not only lists the location's address and phone number, but also its equipment specialty, operating hours, and driving directions from any starting address.
The online catalog also goes a long way in improving convenience for Sunbelt customers and employees. Customers have the benefit of making business decisions 24 hours a day. Advanced search capabilities enable users to sort through 4,000 makes and models of equipment to find precisely what they need for any given application.
Sunbelt store personnel can point customers to products and specifications in the online catalog to see the equipment they are trying to explain over the phone. “Showing the customers the equipment available for rent rather than just telling them about it gives them more access to knowledge and empowers them to make the best possible rental solution,” Roberts explains.
The online catalog is updated from Sunbelt's equipment database and integrated with its point of sales system. Thus, when a new piece of equipment is added to the fleet, its specifications are immediately available to place on the Web. Site updates can be made daily in response to both the company's business objectives and its customers' needs.
Sunbelt has ongoing development plans for the online catalog as well. In the next phase of its development additional equipment operation and safety information will be included for each type of equipment. The online catalog will also serve as a training tool for new employees to get in-depth knowledge of the company's fleet.
“With the introduction in Q2 of streaming video, both employees and customers will see our own Sunbelt subject matter experts talk about all aspects of the equipment, from safe operation to features, maintenance and application,” says Roberts.
Other planned improvements to the online catalog include links to related rental items, accessories and parts; equipment selection calculators; used equipment inventory listings; links to manufacturer's sites; online rates and rental reservations; unique equipment offerings; and an Ask a Sunbelt Expert section.
The overall response from Sunbelt customers, vendors and sales force has been very enthusiastic, Roberts says. And that's right in line with the company's aim: “All your equipment needs … one company.”
