As we move deeper into the digital age, the future of customer service is evolving at a rapid pace. With advancements in technology, businesses are finding new ways to offer customers easier, more accessible ways to interact with products and services. From fast-food meals ordered through an app to online shopping with click and collect fulfilment, digital convenience is shaping the way Australians shop and live.
For many industries, this shift towards digital is seamless. Consumers do not need help figuring out how to eat a burger or wear a pair of jeans, nor do they have to worry about returning these items after they have used them.
However, in the hire industry, particularly for DIYers, Tradies and construction professionals–ranging from project managers, procurement managers and heads of operations – customer experience requires more than just a digital-first approach, as the relationship between the customer and service is more complex.
When consumers are hiring equipment—be it for a weekend DIY project or an essential worksite job—the stakes are higher. Perhaps the greatest value that hiring a piece of equipment brings is the vast experience that the people behind the counter can offer so the customer can know how to operate it safely and efficiently to get their job done.
For this reason, the hire industry must explore innovative ways to tackle specific challenges and provide solutions that cater to the evolving demands of their customers.
Unlocking 24/7 access
It has taken decades of experience for Kennards Hire to fine-tune this balance. After Hours returns access is an innovative solution born from technological advancements and the evolving needs of customers, providing customers with unprecedented flexibility without compromising on the customer experience.
This innovative offering essentially gives customers the ‘key to the branch’ allowing them to return equipment outside regular business hours. It’s a revolutionary step, especially in an industry where timing can make or break a project.
The After Hours Returns service was designed to address the needs of multiple customer types, who operate outside of conventional hours and require flexibility in returning tools and equipment without depending on standard business hours.
For example, Tim Roberts, owner of West Traffic in Melton, Victoria runs a 24/7 operation which often poses significant logistical challenges. Much of West Traffic’s business occurs outside regular business hours, making it difficult to pick up and return equipment during the day. Before After Hours, returning equipment during standard branch hours sometimes presented logistical challenges.
Now, with After Hours Returns, Tim can streamline his workflow, ensuring that equipment returns happen at his convenience without disrupting his busy schedule. This flexibility not only enhances his operational efficiency but also significantly improves his work-life balance, allowing him to focus on his core responsibilities without the burden of logistical bottlenecks.
A digital solution for a personal problem
After Hours recognises the pressures many customers face to return equipment within standard working hours. Kennards Hire aims to foster a strong relationship with its customers, positioning itself as a local business connected to the community.
By using technology to streamline returns and enhance every touchpoint of the customer experience, it empowers customers to work to their own schedules, enhancing satisfaction and reinforcing mutual trust.
Nathan Borg (Kennards Hire).
So why is After Hours a hire industry first?
It is a pioneering initiative that combines digital accessibility with personalised service in an industry that has historically relied on traditional face-to-face operating hours. Unlike typical equipment hire services that adhere to strict schedules, After Hours adapts to the real-world demands of customers, addressing specific pain points in the hire industry and offering solutions that meet the dynamic needs of modern businesses.
By empowering customers to return equipment on their own terms—reflecting the trust Kennards Hire has built over 75 years—this initiative enhances convenience and redefines customer service standards in the hire sector, setting a new benchmark for future innovations.
At the heart of this innovation is the understanding that regardless of how customer service evolves, trust must remain central to businesses operations. This requires finding the right balance between digital convenience and human connection, reminding us that in an increasingly digital world, the relationships businesses build with their customers will always be their most valuable asset.
Nathan Borg is head of digital and customer experience at Kennards Hire.