Graphic by inspHire
Insp Hire 2020 Onrent Tablet Phone Mockup Image (2) Copy

Interview with Martin Bestwick: Rethinking Ways to Use Information

Sept. 11, 2020
RER talks with Martin Bestwick, sales director, inspHire, about the company’s new cloud-based application; data connectivity to small tools and equipment; helping customers through the pandemic; and making software an insight tool.

What are some of the products and capabilities you have added in the past year approximately?

Only a few weeks ago we launched a brand-new cloud-based application, OnRent. OnRent was launched in the UK with the US to be introduced soon and is the next generation in rental management software that will drive efficiencies into the rental market. 

The launch of OnRent is a very proud moment for everyone at inspHire and the Kerridge Commercial Systems (KCS) group. When you log in to the product, you’ll see a program that’s been designed from the ground up, leveraging modern web technologies that deliver a rich, simple end-user experience. OnRent is fully optimized for working on any device, anytime, anywhere. 

OnRent has been developed over a number of years from a completely clean slate. This decision, while extending our development timeline, ensured we were able to give our customers the competitive edge that is essential in today’s economy. We’re fortunate to be in a position where we’ve developed three global rental solutions, from which we were able to draw experience: inspHire Office Edition, inspHire Corporate Edition and Current RMS (our product for the event industry which we separated from inspHire but have reunited under the KCS acquisition).   

We have customers of all sizes, ranging from single user sites to those with over 5000 people, accessing our systems each day. So, it’s safe to say we have learned vast amounts about the industry and our customers’ requirements, informing the features of our new product, OnRent.  

We have also enhanced our telematics functionality which magnifies the location of equipment, giving users full visibility and detailed information. With the addition of Google Maps, it is even easier to track and manage the location of your fleet. This clever technology links with 14 telematics providers including Trackunit, JCB LiveLink and CanTrack. This integration provides rental businesses with live GPS tracking, key equipment inputs, hours of operation, and meter readings. Additionally, further developments mean you can now automate the meter reading capture for billing or servicing, eliminating any manual efforts.

What are customers asking you for now, or what are some of the trends in what they’re asking for? 

Right now, customers want to maximize integration with machine data. They’re rethinking ways to use information from equipment to increase efficiencies and reduce costs, as well as improve onsite safety. We’re showing companies how they can use our rental software to monitor when people are letting equipment idle, and providing them with ways to increase activity and save money on fuel or electric. There are also features to highlight dangerous driving, as well as usage patterns from a company’s drivers and operators. Being able to access this information directly from your rental management system means all users can take quick actions based on data-driven insight.  

Every year brings with it a host of new trends and customer behaviours, but most recently we’re being asked by the larger providers for data connectivity to smaller hand tools and equipment. This is something we’re researching; how will it work, how will our customers use it and how could this development evolve in the future? We can see this functionality being extremely useful for tool rental and are keen to work with the industry on this new development.

What are some the capabilities of your software that are under-utilized that you wish more companies would pick up on? 

Right now, customers want to maximize integration with machine data. They’re re-thinking ways to use information from equipment to increase efficiencies and reduce costs, as well as improve on site safety. We’re showing companies how they can use our rental software to monitor when people are letting equipment idle and providing them with ways to increase activity and save money on fuel or electric. There are also features to highlight dangerous driving, as well as usage patterns from a company’s drivers and operators. Being able to access this information directly from your rental management system, means all users can take quick actions based on data-driven insight.

Every year brings with it a host of new trends and customer behaviours, but most recently we’re being asked by the larger providers for data connectivity to smaller hand tools and equipment. This is something we’re researching; how will it work? How will our customers use it and how could this development evolve in the future? We can see this functionality being extremely useful for tool rental and are keen to work with the industry on this new development.

In terms of the pandemic, presumably visits to your software users have decreased? Have you improved or enhanced your online training capabilities?

Since the beginning of the current crisis, we’ve increased our communications with our customers to ensure they stay connected, feel supported, and know we’re here for them. Our #StaySafeStayConnected campaign comprised weekly e-shots, weekly webinars, and half-day training sessions, to help our customers keep their businesses thriving and continue to get their jobs done through this difficult time. We provided information to help rental businesses work smarter and digitize their processes – from moving their software to the cloud to utilizing signature capture to keep on quoting – to work safely and effectively at a distance. 

How has your software improved in making service personnel more efficient? 

Absolutely – getting accurate information from the workshop is always a challenge. You can give your skilled engineers the time to do what they do best, with a system that saves time and helps them capture service information rapidly. Our software solutions give users a complete understanding of the full ROI of their assets, including the cost to run equipment – something that is essential when creating a future acquisition strategy, and trying to drive efficiencies.

Additionally, our mobile application automates the whole end-to-end workshop process. Whether repairing or servicing equipment takes place in the field or yard, our mobile app allows users to record time taken to complete a job, job location, pictures and signatures from site. 

How has your CRM programs improved? How does it make your sales or rental sales personnel more efficient or productive?

Our CRM program isn’t just a hub of information that contains complete, centrally held data about customers and prospects. It’s now an insight tool, that tells a story about your customers and prospects to drive actions. With graphical sales funnels and pipelines, it’s never been as quick and easy to see how your rental business is performing. Use sales intelligence to transform your rental business and uncover actionable insight that is influenced by every touchpoint and interaction.

Developments to our CRM solutions have been focused around making rental and sales personnel more efficient and productive. We’ve wanted to give rental teams the tools to make their working lives easier, which subsequently improves the customer experience.