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Digital transformation from the inside out

Scootaround is the global leader in personal transportation solutions, offering rental, repair, and sales services for scooters, wheelchairs, & more. https://scootaround.com or https://scootaroundstore.com

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The Challenges

1. Scootaround call center was on a PBX (Private Branch Exchange) phone system which required call center staff to be on on premise in either the Orlando or Winnipeg offices.

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2. Scootaround's rental booking website experience wasn't great and had high abandonment.

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3. Scootaround's retail sales business had low sales in a highly competitive market.

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4. Scootaround had no real time or centralized tracking of their 8000+ rental assets. Their was no standard process at each warehouse and excel was used to manage assets. 

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5. Scootaround's on-site rental service used paper contracts, a payment terminal and excel to keep track of rental assets and sales. There was no real time data to know sales numbers and it could take a week or so to reconcile after an event.

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The Solutions and Results

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Scootaround App and a Mobility Scooter

​​1. Migration of Scootaround’s call center to a Cloud-based phone system with TalkDesk. This transformation enabled staffing to be hired globally and improved scalability and reporting. The implementation occurred pre-covid-19 and simplified the move to remote work during the pandemic. It has also helped reduce labour costs and attract talent globally.

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2. The rental booking and retail ecommerce website went through a redesign with a focus on improving the website experience to improve conversion. I recruited key members to manage the website and digital marketing efforts . The outcome saw an increase in rental booking revenue from 15-25% and online product sales achieved a remarkable 107% growth over a 3-year period

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3. The digital transformation of Scootaround's asset management, from requirements and process mapping through to product analysis, selection and implementation. The outcome saw standardized operations across all locations, real-time visibility of assets and location performances, and provided better quality controls and reporting. 

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4. Through building an internal team of software developers and forming strategic partnerships with remote staffing companies, the following solutions were conceived and created to elevate Scootaround's on-site and remote rental offerings:

  • The development of Rent A Ride, an advanced suite of headless rental and fleet management products for on-site rentals. This visionary solution achieved substantial adoption by Scootaround, its partners, and North American existing and new customers. It is now poised for expansion into the European and APAC markets.

  • The creation of self-serve mobility devices, allowing consumers to rent and control devices via a mobile application. This groundbreaking project is set to revolutionize accessibility and convenience, enhancing the customer experience, and driving future revenue growth.

TESTIMONIAL

Under Gareth’s direction our online rental business grew from 15% to 25% consistently. Under his management and keen understanding of the market and our business, he was able to channel more customers to online reservations. 

 

The greatest impact Gareth had to our business was his complete build and implementation of our digital rental platform Rent A Ride and our rental app.  From initial concept, to naming, design and flow, Gareth’s attention to the details and ability to assemble the team and execute was extremely impressive.  He was able to connect all our systems and paid attention to the details and requirements of our unique business and our operators and customer’s needs. 

The result advanced our company by 10 years with a clean UI that had a 2-minute turnaround on a rental.  We were able to take what was supposed to be a new system to change the rental process, but to a product that we could use to gain new business, with a new revenue stream.

 

When Gareth is working on a project, he is dedicated, passionate and remains on target the entire time. His ability to assemble teams and keep everyone moving forward was refreshing.  We would not be in our position without his focus and intelligence. 

Chad Stott - VP and GM Scootaround and WHILL

VP and GM Scootaround and WHILL Mobility Services N.A.

Chad Stott

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