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United rentals如何构建以客户需求为驱动的fleet management体系

Creato il: 9 maggio 2025

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Domanda

United rentals如何构建以客户需求为驱动的fleet management体系

Risposta

请问您是希望了解United Rentals目前是如何构建以客户需求为驱动的fleet management体系，还是希望获得关于如何建议United Rentals构建这种体系的分析？另外，您是关注特定行业、地区或某类客户的需求吗？

Domanda

想知道他们是如何构建的
没有

Risposta

明白了。我将调研United Rentals是如何构建以客户需求为驱动的fleet management体系，包括其策略、技术平台、数据使用、客户互动机制等方面。 完成后会尽快向您汇报结果。

Ricerca

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✨ United Rentals is deeplyinvesting in customer-driven fleet management, harnessing telematics and digital platforms like "Total Control," tailoring solutions to various sectors, and actively engaging customers in decision-making.

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✨ Tony Leopold highlights using data to enhance customer experience, showcasing 335k telematics units, and the 'Total Control' management solution for holistic visibility.

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✨ United Rentals' "Total Control" platform leverages telematics for enhanced productivity and safety, while data insight helps improve customer experience and equipment efficiency.

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✨ The article explains how UR leverages data to benchmark equipment usage, advocating for customer outcomes beyond mere machine rental.

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🌐 Read unitedrentals.com

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🌐 Read precisely.com

✨ Aligning with the company's strategy, I emphasize their customer-focused approach. Highlight key mission elements and their role in enhancing productivity and safety through equipment solutions.

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✨ I'm mapping out industry solutions like Renewable Energy, Power, Industrial, and Manufacturing, with a focus on Specialty and Worksite Performance Solutions.

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✨ United Rentals customizes industry-specific solutions, with dedicated teams and experts for sectors like manufacturing, construction, and energy, using tailored programs and digital tools to meet specific needs and enhance performance.

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✨ Craft a structured approach highlighting UR's customer-driven strategy and digital tools, prioritizing safety, productivity, and sustainability.

🌐 Read internationalrentalnews.com

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✨ Tracking United Rentals' success metrics, including maintenance cost savings and preventive maintenance compliance.

Showcasing strategic goals
Highlighting United Rentals' customer-driven core values and notable quotes to emphasize their commitment.

Highlighting technical advancements
Spotlighting telematics and "Total Control" platform, their integration with ERP systems, and mobile app utilization to underscore technological advancements.

Emphasizing data analysis
Exploring telematics data for insights into utilization and benchmarking, including predictive maintenance and CES program reports to showcase their value.

Highlighting customer collaboration
Highlighting United Rentals' customer-centric approach through single point of contact services, continuous customer feedback, and partnerships for innovation.

Addressing industry customization
Tailoring fleet management solutions to specific industries like construction, manufacturing, and energy, emphasizing specialized services and equipment needs.

Mangaging KPIs
Tracking key performance indicators like telematics adoption, digital tool usage, and industry-specific customization to demonstrate operational efficiency and customer-centricity.

Research completed in 5m

Risposta

United Rentals的以客户需求为驱动的车队管理体系研究

United Rentals作为全球最大的设备租赁公司，一直强调以客户需求为中心构建其车队管理体系。从战略定位到技术平台，再到数据分析和行业定制服务，均体现出强烈的客户导向。下面将从多个方面详细阐述United Rentals如何打造以客户需求驱动的车队管理体系。

战略目标与客户导向理念

United Rentals将“以客户为中心”作为核心价值观之一，明确要求所有业务围绕支持客户成功来展开 (Mission & Values | United Rentals) 。其使命也聚焦于帮助客户取得成功——通过部署最佳人员、设备和解决方案，使客户能够更安全高效地开展项目 (Mission & Values | United Rentals) 。正如公司高管所言：“客户关注的是结果，如果你帮助他们实现这些结果，你的业务就会增长” (United Rentals providing ‘benchmarking’ insights to customers - International Rental News) 。这体现出United Rentals坚持从客户的最终成果和利益出发来制定策略，确保每一项决策都服务于提升客户工作效率、安全性和项目成功率。

这种客户导向理念渗透在日常运营中。前CEO迈克·弗兰纳里曾强调：“不能忘记，客户必须是我们所做一切的焦点” (Flannery explains the United Rentals recipe for success) 。因此，United Rentals在制定车队策略时，始终优先考虑客户需求和反馈，以实现“支持客户的最佳利益，并开发更好的方法帮助他们在工作中取得成功” (Mission & Values | United Rentals) 。总的来说，以客户需求驱动已经成为United Rentals企业文化和战略目标的基石。

技术平台与软件系统支撑

为贯彻客户导向的管理理念，United Rentals构建了强大的技术平台和数字化工具来支持车队管理，包括远程信息技术(Telematics)、云端管理平台Total Control，以及ERP/CRM系统等：

综上，United Rentals通过Telematics物联网、Total Control平台、ERP/CRM集成，以及移动应用等数字化手段，打造了一个强大的技术体系。这一体系以客户需求为导向，既提升了内部运营效率，又为客户带来了高度透明、便捷和智能化的车队管理体验。

客户数据的采集与分析用于优化决策

在客户驱动的车队管理体系中，数据扮演着至关重要的角色。United Rentals利用各种技术手段采集海量与客户相关的运营数据，并通过分析将其转化为优化车队决策的依据：

通过以上举措，United Rentals构建了完整的数据采集-分析-行动闭环：从设备物联网数据到客户行为数据的收集，再到高级分析和行业基准洞察，最终将结论应用于车队优化决策中。这使得公司的车队管理真正做到以数据为依据、以客户需求为导向不断优化，既提高了客户满意度，也提升了自身运营效益。

客户需求沟通与反馈融入运营

United Rentals深知，要做到以客户需求驱动，除了被动分析数据，还必须通过积极的沟通直接聆听客户心声，并将反馈迅速融入运营改进。为此，公司在客户沟通和反馈管理上采取了多层次的措施：

  • 专属客户经理与单一联络窗口： 对于大型客户和重点项目，United Rentals通常指派经验丰富的客户经理或现场团队，充当客户与公司的单一联络窗口 (unitedrentals.com) 。这些客户经理定期与客户沟通施工计划、设备使用情况和未来需求，并深入了解客户业务。通过“一对一”服务，客户的需求和问题能够及时传达给United Rentals。例如，在其现场车队管理方案中，United Rentals为客户提供专门团队驻场服务时，就明确承诺由单一联系人统筹设备维护和调度 (unitedrentals.com) 。这样客户无论有任何设备相关需求或反馈，只需联系这一负责人即可，高效省心。这种紧密联系保证了客户需求在第一时间被了解，并转化为后端行动（如增调设备、更改维护计划等），实现反馈闭环。

  • 多渠道客户服务与支持： United Rentals提供7×24小时的客户服务热线和在线支持，方便客户随时反馈紧急需求或问题。无论深夜或周末，客户都可以联系到值班人员处理设备故障、更换或新增需求，体现了对客户施工连续性的承诺。此外，公司通过网站、App内置的反馈功能、定期客户回访等多种渠道收集客户意见。例如，移动App中允许客户对每笔租赁进行评价，提交服务请求时填写具体需求说明等。所有这些反馈都会进入公司的服务流程。例如，如果客户反馈某些设备的交付流程繁琐，运营团队将审视并优化相应流程；客户提出希望获得某设备的新附件，公司会考虑在产品目录中添加。每一条客户反馈都被视为改进机会，推动United Rentals持续完善其车队管理和服务。

  • 客户满意度调查与NPS: 为量化客户体验，United Rentals定期进行客户满意度调查，并跟踪NPS（净推荐值）等指标。据第三方统计平台显示，不同客户群体对United Rentals的满意度评分略有差异，但整体保持较高水平 (United Rentals NPS & Customer Reviews - Comparably) 。公司会针对调查中暴露的问题采取措施，例如强化客服培训、改进发票准确率或提高现场服务响应速度等。高管团队也将客户满意度指标纳入绩效考核，确保全公司重视客户反馈的改进。正是通过这种闭环管理，United Rentals的服务口碑在业内名列前茅，许多客户成为其忠实的长期合作伙伴。

  • 共同创新与客户参与: United Rentals在开发新技术和解决方案时，也积极邀请客户参与测试和提供建议。正如United Rentals战略和技术负责人Tony Leopold所说，公司通过“与客户共同创新”来开发新的方法，提高工地的安全、生产率和可持续性 (United Rentals, Inc. - United Rentals Outlines Innovative Solutions to Maximize Performance on the Worksite) 。例如，在推出Worksite Performance Solutions™（工地绩效解决方案）时，United Rentals与一些施工和工业客户合作试点，在真实工地环境下验证数据连通性和应用效果 (United Rentals, Inc. - United Rentals Outlines Innovative Solutions to Maximize Performance on the Worksite) (United Rentals, Inc. - United Rentals Outlines Innovative Solutions to Maximize Performance on the Worksite) 。客户在过程中给予的反馈（如哪些功能实用、哪些界面需要改进）直接影响方案的优化。这种协同创新确保新产品和服务真正契合客户需求。另一个实例是数字化工具的发展——United Rentals的团队在设计移动应用的新功能时，会收集大量用户反馈，根据客户常用的操作场景来定制开发优先级 (Going mobile: A must-have customer experience - International Rental News) 。通过客户深度参与，公司得以提供更贴合用户习惯和痛点的功能，例如个性化的智能推荐、支持现场拍照上报设备问题等，提高了客户满意度。

  • 销售与支持团队的协作: United Rentals强调数字渠道与人工服务并重的策略。虽然越来越多客户使用自助数字平台，但公司同时要求销售代表和客服团队与这些数字工具协同工作。例如，当客户通过App发起租赁请求时，负责该客户的销售代表也会收到通知，方便跟进沟通特殊需求；当系统检测到客户项目临近结束、设备闲置增加时，业务代表会主动联系客户讨论是否调整租期或更换设备等。这种线上线下联动确保了无论客户选择何种沟通方式，需求都能被获取并得到妥善处理 (Going mobile: A must-have customer experience - International Rental News) (Going mobile: A must-have customer experience - International Rental News) 。正如数字创新总监Paul Maddison所言，“不应将数字体验与人工服务对立起来；相反，它们应协同发挥作用” (Going mobile: A must-have customer experience - International Rental News) 。因此，United Rentals在提供便捷数字体验的同时，保留了专业人员随时介入解决复杂问题或提供个性化建议，充分满足不同偏好的客户。这种双管齐下的沟通策略，大大提高了客户对公司的信任和忠诚度。

通过以上努力，United Rentals建立了敏捷高效的客户沟通和反馈机制。实时倾听、多渠道响应以及将反馈快速融入运营改进，使其车队管理体系始终紧跟客户需求演变，从而保持了强大的客户黏性和市场竞争力。

不同行业客户的定制化车队管理措施

United Rentals服务于建筑、工业制造、能源公用事业等众多行业，不同行业客户的需求差异较大。为此，公司在车队管理和服务上采取了定制化措施，满足各行业的特殊要求。以下通过表格总结建筑业、制造业和能源行业客户的需求特点及United Rentals的对应策略：

行业客户需求特点United Rentals的定制化措施
建筑施工 🏗- 项目周期紧张，需及时获取所需设备<br>- 设备种类繁多（从土方施工机械到高空作业平台等）<br>- 强调施工安全合规和成本控制- 构建庞大而多元化的设备池：提供数千种不同类别的施工设备以供选择，几乎“一站式”满足建筑工地所有机械需求 ([Mission & Values
制造业/工业 🏭- 工厂生产连续性要求高，停机成本昂贵<br>- 既有自有设备也有租赁设备，需要统一管理<br>- 注重维护合规（如OSHA标准）和降低维护成本- 现场车队管理方案：为大型工厂提供驻场**“客户设备解决方案”团队**，代管其现场车队 (unitedrentals.com) (unitedrentals.com) 。专职技术人员常驻工厂执行设备保养、检修，保证设备随时处于可用状态。<br>- 一体化系统管理：将工厂自有设备接入United Rentals的管理系统和物联网标签，实现与租赁设备统一监控。 (unitedrentals.com) 这样工厂管理层可在Total Control平台查看全部设备状态，并获得综合报告和优化建议。<br>- 预防性维护计划：依据工厂生产计划和设备数据，量身制定预防性维护日程，尽量利用停机窗口进行保养，将计划外停机降到最低 (unitedrentals.com) 。<br>- 优化成本咨询：提供车队生命周期管理咨询，建议工厂出售闲置设备、以租代买高峰期所需设备等策略，以降低总持有成本 ([6 Keys to Effective Fleet Management
能源/公用事业 ⚡️⛽️- 业务涵盖电力、石油天然气等，安全和可靠性要求极高<br>- 经常面临应急状况（停电、设备故障），需要7×24小时响应<br>- 设备多为高功率、大型专业设备（如发电机、泵）- 专项服务团队：设有专门的电力&油气行业客户团队，精通该领域需求。在炼油领域提供7×24小时待命支援，随时应对炼厂突发停机或事故 ([Solutions

（注：上述表格中列举的措施根据United Rentals公开资料整理，不同行业的方案会根据具体客户需求进一步定制。）

通过针对不同行业的定制化车队管理措施，United Rentals确保其服务能够契合各行业客户的独特需求。无论是建筑工地需要大量多样设备、制造业工厂需要稳定运营支持，还是能源领域强调安全与应急响应，United Rentals都开发了相应的专业解决方案和团队予以满足。这种行业定制策略加强了客户黏性，也使得United Rentals在各垂直领域树立了专业形象。

相关案例与成效指标

United Rentals以客户需求为驱动的车队管理实践，为客户带来了显著价值，也体现在一系列业绩指标和案例成果上：

总的来说，United Rentals通过其客户驱动的车队管理体系，实现了客户价值与自身业绩的双赢。客户获得了更低的成本、更高的效率和更安全的运营；公司则凭借卓越的服务和创新在市场中保持了增长和领先。正因为始终围绕客户需求不断演进，其车队管理体系才能在瞬息万变的商业环境中保持强大的生命力和竞争优势。

小结

综上所述，United Rentals构建了一个从战略到执行都紧扣客户需求的车队管理体系。战略层面奉行客户驱动理念，技术层面打造了Telematics物联网、Total Control平台、ERP/CRM集成等数字化工具链支撑，运营层面通过数据分析优化决策，并通过紧密沟通和反馈机制确保客户声音得到尊重和响应。此外，公司针对不同行业推出定制化方案，满足各领域客户的特殊需求。这一切举措共同促进了客户成功和满意度，也成就了United Rentals自身在设备租赁领域的卓越表现 (United Rentals providing ‘benchmarking’ insights to customers - International Rental News) (unitedrentals.com) 。United Rentals的经验表明：** 以客户需求为驱动，辅之以数据和技术的赋能**，是构建现代车队管理体系的关键，也是在激烈市场竞争中胜出的秘诀。

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