The Riwal Way
Our vision is to deliver the best customer experience in the industry. But we know that it takes more than good intentions to fulfil that promise. That’s why we’ve implemented The Riwal Way. The idea of The Riwal Way is to create standardised, repeatable systems for every aspect of our business, to ensure the same quality product and service with every single customer, every time we do business, anywhere in the world that we do business.
To create The Riwal Way, we asked our customers – from many different countries, working in many different business sectors – what they valued most about us and what was most important to them when they did business with us. We were able to distil their feedback into six “value drivers” ranging from safety – everyone’s number one priority – to invoice accuracy. And with that knowledge, we built an operating model that is totally focused on delivering those value drivers to our customers.
The benefits – that idea of best customer experience – are seen in our customers’ increased productivity and their ability to hit deadlines and cut costs. They extend as well to the confidence that our customers have that they can rely on our equipment and call on us for support. In the back office, our customers know that they can conclude their transactions with total clarity and without headaches.
That’s what The Riwal Way is all about. But how does it work? What we did was to carefully analyse all of our “core processes” throughout what we refer to as the rental cycle and standardise them based on best practices. Then we created a curriculum to teach The Riwal Way to everyone in the company and conducted intensive training sessions at all our locations to embed the principles of the Riwal Way into our business. And the result is an even better customer experience, with quicker response time, a reduction in the number of breakdowns to an absolute minimum, improved efficiency and higher productivity for our customers.
Still getting better
But we’re not satisfied yet, and indeed, we never will be. Continuous improvement is essential to The Riwal Way, in part because we know that no matter how well we are doing, we can always deliver more to our customers, and in part because we know the competition is not standing still. So we continue to work closely with our customers to find out what we can do better and what else they need. To deliver the best customer experience in the industry today, and an even better one tomorrow.