Driving Insight - Technology
Online rental services
Online rental management is an essential service to many fleets as it provides speed, clarity and a clear audit trail to help keep track of costs. But what services are available and what benefits do they offer fleet operators? Comment provided by Stefan Rodgers, head of product development, FMG Support
“Online systems have revolutionised the ongoing procurement and management of vehicle rentals by streamlining the booking process and reducing the resources needed to process transactions. For both rental providers and fleet operators, the automation of orders, supported by access to real-time reporting and billing information has improved customer service levels and cost control. For example, systems can set agreed, pre-defined business rules that allow companies to always receive the best cost for each transaction according to agreed criteria, and also enable tiered access for employees throughout the business to place bookings themselves. This ensures that control remains centrally but provides the flexibility for employees to order rental vehicles within suitable bands. This can also boost operations by using technology to strip out time-consuming manual processes and re-channel resources into the business where they can be better used.
“The value that can be gained from using online services largely depends upon a fleet’s individual needs and choosing a provider that can deliver against these to deliver tangible efficiencies. Most rental providers have comprehensive online booking facilities which offer combinations of basic functions from initial reservations through to tracking, amending orders and integrated billing. In the last couple of years we have even seen some of these develop into wider business travel portals and offer related services such as flight, hotel and currency bookings.
“Businesses that want to create true value from rental with minimum internal resourcing obviously need to consider key elements such as use-ability, quick response times, integration with existing software and accurate invoicing and then look beyond for the specific requirements of the hire fleet. For example, FMG Support’s technology system, Ingenium, provides a versatile solution that can be developed around a customer’s needs from just providing a simple and efficient booking tool through to creating a fully outsourced rental management solution. Where many online reservation systems will link just to one supplier, FMG Support allows customers to access an extensive network of vehicle suppliers or can route requests to only preferred suppliers.
“The greatest flexibility within rental management is achieved when advanced online systems are fully integrated within a wider rental management or outsourced solution, even combining it with a brokerage model. Providers who can take over the management of a customers’ supplier base, handle all hire requests from one central point, control costs and deliver regular management information will help customers to boost efficiency and profitability through consolidation and consistency. Also, from FMG Support’s perspective, as the majority of standard bookings are placed online, our contact centre can concentrate on providing a rapid, personal response to all specialist last minute requests from customers, that can make all the difference to their own business performance.
“Flexibility has become the main emphasis across all elements of vehicle rental. Customers are much more switched on about finding a rental solution to fit their needs, whether it is varying their vehicle selection according to use within a set hire period or how and where they collect their vehicles. This is also true for the online management side of the offering. Customers are no longer thrilled by being able to process an order online or even set agreed business rules. Their expectations and needs are more sophisticated and consequently online solutions providers have had to raise their game and provide added value that offers more than just a clever piece of software.”
