The acquisition of Royal Wolf by UNITED RENTALS®, the world’s largest rental company back in 2021, has enabled the company to do everything from enhance customer service through to attracting top talent to the business.
“Both UNITED RENTALS® and Royal Wolf share a commitment to our customer’s success and our affiliation has provided us with greater opportunities in the region,” says Managing Director Neil Littlewood.
“The resources and expertise UNITED RENTALS® have as a global leader in the hugely competitive hire sector provides Royal Wolf with greater support to meet our customers’ needs and reinforce our goal of being the first choice for containerised solutions.”
A key part from the acquisition has been integrating a number of UNITED RENTALS® programs into Royal Wolf’s systems that provide a wide range of benefits, including continued innovation in the design of container products and nurturing employee’s development.
Customers in Total Control
The URMAX rental system was migrated across to Royal Wolf in May 2023 which included the Total Control customer portal.
Total Control enables customers to log in to see their assets which streamlines ordering, billing, and payment processes. It also enables access to key information and tracking of assets required for customers to optimise the management of their container fleet.
Total Control is designed to save customers time and money through key functions such as:
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Live invoice status 24/7
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Tracking all rented containers in one place
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Quoting, ordering, confirming container rental
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Access to the largest fleet of containers across Australasia from any device, anytime
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Maximising container solutions and reducing duplication and waste
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Exporting data for analysis
NPS system puts customers first
To further support our teams and enhance customer service, Royal Wolf migrated from it’s old NPS system and introduced the UNITED RENTALS® Medallia Net Promoter Score (NPS) system – one of the most popular customer survey tools available – in August 2023.
Medallia provides Royal Wolf with real-time, insightful commentary through a customer lens about what is important to them. This enables the team to gain a more in-depth understanding of their customers’ requirements and constantly review their specific needs.
It also helps Royal Wolf analyse gaps in the business and where improvements can be made making it an effective measure of how we currently deliver customer experience and where we can improve our processes and product offerings.
Supporting and developing our team
From a human resources perspective, the company has implemented United Rentals’ 1UR Recognition Coins and Income Protection Insurance Benefit, as well as its annual Wellness Day.
1UR Recognition Coins are given to employees by fellow team members who recognise the value and commitment they bring to their roles.
These complement Royal Wolf’s existing initiatives such as the Employee and Family Assistance Program and providing financial assistance for study.
