"Customer service has always been important to us, but we realised 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.