From rental to service business - powered by digital
In a highly competitive market GSV had the hypothesis that digital services could make a difference in customer loyalty. We took the challenge to test exactly that, and that’s how a close collaboration started five years ago.
GSV is working towards becoming more sustainable and digitized, with a continued focus on people.
GSV is the leading equipment rental company in Denmark with equipment and material for all types of building and construction tasks. They supply tools and equipment for all sorts of purposes, from small-job hand tools to large machines that can build highways, bridges and transportation lines.
GSV has departments country-wide and deliver their equipment to your doorstep at home or at the building site. There are 470 employees hired in GSV to date.
Business leader with eyes fixed forward
GSV has had some busy years, and despite good earnings and results, they have experienced an increased competition strongly focused on price. This has pushed loyalty among GSV's many customers.
We initiated a strategy and analysis phase where we gathered insights based on customer journeys and the most important target groups.
Idling machines is a challenge in construction. In the Customer Portal, customers can set utilization goals to optimize their operation. That's better for business and the environment.
“We have digitized the rental business so that construction sites can work more efficiently. The digital tools mean fewer rental days and higher efficiency on construction sites, and this is both good for the climate and business.”Dan O. Vorsholt, CEO, GSV
Construction site powered by mobile
First part of the roadmap was to design an app with the aim of solving the biggest pain points which was the ability to order machine and equipment while on the construction site.
The app should also function as the workers’ personal service tool, creating an overview of current rented equipment, making it easy and seamless to return the equipment as well as order new and choose preferred delivery location.
The app is a central platform for customers' daily work. A signature feature is the ability to scan a specific machine as an alternative to search, this to expedite handling on site.
Service automation for subcontractors
We found that there were many manual processes associated with orders where GSV used subcontractors. It also meant significantly lower earnings on this part of revenue. Based on this we designed and developed The Rental Portal.
Here, subcontractors are able to make products available to GSV themselves adding a layer of automation and thus removing the cost and time of manual processing. The results of the Rental Portal have been excellent and it has become an integral part of GSV's business.
Realizing the true SaaS potential
Through the digital transformation journey, GSV has continuously been in close dialogue with their customers for input and feedback on their choice of digital solutions. It became evident that many companies could benefit from GSV's 100 years of expertise in handling equipment.
Based on that, we developed the Customer Portal. A digital platform that GSV offers as a SaaS platform. Customers equipment fleet are completely digitised and managed with access to all the functions, services and analytics that GSV have refined over many years.
The Customer Portal handles everything from enquiries to service and workshop, making it an administrative powerhouse in the most positive way.
Maintenance and service documentation is easy to follow, safely archived and saves time when a machine moves on.
Agile, flexible and modular
Developing such a complex service platform requires a high level of maintenance and constant improvement. To make this process as smooth as possible, a modular and agile approach to development was a decisive decision.
The technical architecture handles numerous self-service front-ends and apps, with the users today expecting a low to no downtime. This is how part of the technical landscape looks like:
This collaboration is a showcase of a business critical, user-centered approach with a high level of complexity in strategy, UX, design and development.
The results have been staggering and with a client with sky high digitalambitions and the will to experiment, we are excited for the years to come.