Modernized Customer Portal for Equipment Rental Management

The client’s existing customer portal is slow to load, lacks visual data representations, and offers limited reporting capabilities. Consequently, only a small fraction of customers engage with the portal, leading to increased manual support tasks such as report dispatching and contract updates, impairing operational efficiency.

A mid-sized enterprise specializing in providing trench and traffic safety equipment rentals to contractors and businesses, seeking to improve customer engagement and operational efficiency.

• Develop a scalable, responsive web portal integrated with the enterprise ERP system to provide real-time rental and payment data.
• Enhance user engagement by delivering an intuitive UI and visually rich data visualizations.
• Reduce manual support workload by enabling self-service functions such as scheduling, contract management, and charge viewing.
• Implement features that allow customers to 'call off' or reserve items directly within the portal, streamlining rental workflows.
• Achieve a smooth transition with minimal user training, ensuring high adoption rates.

• Real-time dashboard displaying rental status, contract details, and payment history.
• Self-service capabilities including scheduling equipment pick-ups, returns, and 'call off' functions.
• Data visualization tools for reporting and analytics purposes.
• Robust search, filtering, and account-specific views for personalized customer experience.
• Integration with the existing ERP system to ensure data consistency and visibility.

• ERP system (e.g., Infor or similar) for real-time customer and transaction data synchronization
• Reporting and analytics tools for visualization
• Authentication and security systems for user access control

• System must support high concurrency with fast load times, aiming for sub-3 second load on key pages
• Secure data transmission and storage compliant with industry standards
• Scalable architecture capable of handling increasing customer and transaction volumes
• Responsive design compatible with desktops, tablets, and smartphones

The new portal is expected to significantly increase customer adoption, reducing manual support tasks, and improving operational efficiency. Targeting a reduction in support tickets by 40-60%, increased customer satisfaction through improved usability and transparency, and the capability to scale for future growth without substantial rework.