One of North America’s largest equipment rental companies now has a customer service center to match clients of a similar size.
United Rentals opened its national accounts customer service center in Shelton, Conn., in January to provide service for the company’s largest accounts. Seven full-time employees staff the facility, providing construction companies that operate nationally a single point of contact for equipment rentals, sales and contractor supplies.
“There is always someone on the other end of the phone to meet their needs,” said Ernie Donne, vice president of national accounts and government sales for United Rentals. “Having one number certainly simplifies the process as well.”
Donne said the national service center would provide a consistent level of customer service no matter where the job is located. He said it’s not unusual for a national account based in the Northeast to need large equipment delivered immediately to jobsites in Miami, Kansas City or Vancouver.
United Rentals currently has more than 1,600 national accounts. “Obviously, large companies are our primary target,” Donne said.
Companies with national accounts receive a high level of service that features customized account information, Internet access to current order status as well as mapping and call tracking service. English, Spanish and French language options are also available.
The service center is open 7 a.m. to 8 p.m. Eastern time. Calls placed outside those hours are rolled into United Rental’s toll-free customer service line – all national accounts have seven-day-a-week, 24-hour access. “This allows us to be incredibly responsive to customer requests,” Donne said.
The national service center also shares information with more than 730 company branches throughout the United States and Canada. “Everybody has a different idea of a national account program,” Donne said. “We truly believe this is the best way to do it right now.”
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