Point of Rental Names Brooke Ryan VP of Global Support Services
Brooke Ryan has been named Point of Rental’s vice president of global support services after spearheading several initiatives designed to improve users’ experience with the software company.
“Brooke has initiated a number of changes internally and externally that have allowed our team to connect faster and more efficiently with our customers,” said Point of Rental CEO Wayne Harris. “These changes have increased customer satisfaction scores tremendously, and I look forward to seeing how her leadership continues to impact the whole of Point of Rental, including our customers.”
Since Ryan joined the company, Point of Rental’s support team has focused on building a culture of continuous improvement. From internal accreditation programs to hands-on training days at customer sites, the support team has developed innovative ways to grow their knowledge and build connections to the industry.
She’s also brought in - and back - experts from throughout the industry to the support infrastructure, increasing the depth of rental knowledge within the team. Alongside improvements to the company’s phone, email, and chat support systems, cases are being resolved more quickly and Point of Rental’s customer satisfaction scores are at their highest recorded level.
“I'm proud of our team and the strides we've made to enhance the customer experience,” said Ryan. “Their dedication and innovation have been key to our success, and I'm excited to continue building on that foundation, ensuring our customers remain at the heart of everything we do.”
Ryan and Point of Rental are always seeking rental experts dedicated to providing enjoyable customer experiences. Interested parties can, apply at pointofrental.com/careers.
About the Author
Michael Roth
Editor
Michael Roth has covered the equipment rental industry full time for RER since 1989 and has served as the magazine’s editor in chief since 1994. He has nearly 30 years experience as a professional journalist. Roth has visited hundreds of rental centers and industry manufacturers, written hundreds of feature stories for RER and thousands of news stories for the magazine and its electronic newsletter RER Reports. Roth has interviewed leading executives for most of the industry’s largest rental companies and manufacturers as well as hundreds of smaller independent companies. He has visited with and reported on rental companies and manufacturers in Europe, Central America and Asia as well as Mexico, Canada and the United States. Roth was co-founder of RER Reports, the industry’s first weekly newsletter, which began as a fax newsletter in 1996, and later became an online newsletter. Roth has spoken at conventions sponsored by the American Rental Association, Associated Equipment Distributors, California Rental Association and other industry events and has spoken before industry groups in several countries. He lives and works in Los Angeles when he’s not traveling to cover industry events.