Empowering customers with self-service
WillScot provide a huge range of modular storage and portable space solutions. Operating in the US and Canada, clients range from construction companies to national level retailers. Keeping track of hundreds of units across multiple locations requires a lot of effort. We created a client portal to track, manage and service units, saving time and money for clients and WillScot.
x1 UX designer
x1 UI designer
x2 Consultants
What's important at each stage of a project
Once a rental contract is agreed, our management platform comes into use. At a high level, units are delivered, used and then returned. We mapped the lifecycle to understand what was needed at each stage. The busiest points are setting up a site and then closing it down, as deliveries and coordination is required. Once set up, monitoring and resolving issues are the main focus.
Focusing customer attention, increasing awareness and revenue
With some companies renting 100s of units across multiple locations at any one time, providing snapshots of key information helps the customer know where to look. Locations expecting deliveries or services are highlighted, improving planning, and charges are clearly shown improving payments.
Upcoming dates & locations
Locations that have deliveries, pick-ups or service appointments booked require more attention, making sure the relevant people are on site to coordinate. We put these locations prominently on the dashboard, shortcutting to new Location pages where units can be tracked and managed.
Alert & pay invoices
With unique charges per unit, customers renting 100s had a lack of clarity around invoices. Missed payments impact WillScot, and late fees anger clients. We provided summary info, statuses and easy ways to pay or raise support.
Make and track requests directly, improving speed and transparency
There are lots of requests types, from arranging repairs to collecting or relocating units. We improved the process for raising these requests and made it easier to track their progress. For the customers, support staff and engineers to collaborate in a central place improves efficiency and less demand on support staff.
Schedule repairs on location
For workman who may be physically on site, we made sure it was easy to raise requests for repairs and assistance. Then track the status of requests as updates are made, reducing the strain on WillScot support staff and branches.
