Kentec Tool Hire Ltd is an independent, family-run business that has been providing equipment for hire and sale since 1978. Its range includes access solutions, from stepladders to mobile powered access platforms, tools, equipment and plant hire. The company offers a full repair service and is a registered training centre for major industry associations such as IPAF. The Kentec customer base is wide ranging, from the DIY enthusiast to larger national construction companies.
The Challenge
Kentec has a long history of using technology to provide excellent service to its customers and had implemented a UNIX based version of a hire software package. Unfortunately, the software application was unable to integrate with the company’s existing Sage accounting package. After reviewing the market, Kentec looked at several possibilities which would provide connectivity to their existing Sage accountancy package as well as manage and run their entire hire operation as efficiently as possible.
The Solution
Kentec decided to opt for MCS-rm. From the company’s depot in Tonbridge, Kent, Steve Booker, Managing Director of Kentec Tool Hire, explains the reasons behind this decision. “We chose MCS-rm because it was very intuitive and easy to use, especially compared with other systems on the market. It requires minimal training and the system is very adaptable. You can easily tailor documents to the way you work and customise it with your own branding. Furthermore, customer service is at the heart of the MCS business”.
MCS-rm streamlines all the hire contracts and invoices and transfers financial data in and out of Sage.
The Benefits
The MCS-rm hire management solution has provided invaluable support to Kentec over the years and has helped the company to sustain its commitment to hire service excellence. Steve acknowledges the role it has played in helping the company to be a first-class hirer, “Our customers really value the way in which, using MCS-rm, we can answer questions around what they’ve hired previously and give them their complete service history.”
He continues, “We use functionality such as the daily diary prompts all the time to ensure nothing is overlooked in serving our customers. They tell us that when they’ve contacted our larger counterparts, they encounter a lack of understanding of their requirements, whereas we are able to offer the personal touch.”
The high reliability of the Kentec fleet is another reason why it has such a loyal customer base. The MCS-rm workshop module helps the company to keep equipment in first-class condition by tracking it as it comes off hire and goes into the workshop. Reports can be run that outline what is being tested, what needs repair, what has been checked and what is ready to go back on hire.
Steve says, “Customers often return to us when they have tried a competitor, finding that slightly cheaper hire rates are offset by shoddy service. After experiencing late delivery or receiving broken equipment, customers soon come back to us. MCS-rm has automated a lot of our manual systems and made the business much more transparent. We can also run reports which analyse utilisation of our equipment.”
Kentec’s dedication to high standards paid off recently when the business scooped first prize in the Passionate Hirer Awards in the small to medium hire centre category, an award organised by the Executive Hire Show, the specialist exhibition for the tools, plant and equipment hire industry.
The awards put all aspects of the business under the microscope and draw on the views of customers and suppliers, as well as mystery shoppers. The award citation praised Kentec for being ‘customer-focused and driven by a desire to give excellent service.’
The Future
Steve is very optimistic about the future, despite the tough operating environment, saying, “The service we receive from MCS, both in terms of account management and technical support, is second to none and this helps us in meeting the changing needs of our own customer base.”
The business is now looking to upgrade and extend its usage of MCS-rm and further strengthen its understanding of its customers by implementing customer relationship management (CRM) to manage bookings and customer records. This powerful sales and marketing tool seamlessly integrates with MCS-rm to carry out targeted marketing promotions and campaign management more effectively.
Kentec is also looking to introduce electronic signing for its delivery van drivers. At the moment, this aspect of the business is very paper-based, but adopting an electronic system will mean prompts can be included for drivers, for example to alert them to check for damage to hire equipment.
To find out how MCS-rm could help your business, call us on +44 (0)1628 828000 or use our enquiry form.
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