Demonstrating benefits to the Adler Tanks business
Adobe Sign was initially deployed within McGrath’s Adler Tanks division to support customer agreements related to delivering and returning tanks and boxes for hazardous and non-hazardous liquid and solid storage.
“We decided to apply Adobe Sign to paper-heavy contractual processes. The Adler case is a prime example,” explains Rowell.
In the past, Adler’s customer agreements were manually prepared by customer service representatives, printed and handed to a separate co-ordination team. Equipment delivery drivers would pick up the paperwork at a central co-ordination point before continuing to a customer site. Upon arrival, a driver would retrieve the paperwork and have the customer sign one or more forms.
Once a delivery was complete, the driver would drop off the paperwork at the co-ordination point, allowing administrators to make a copy for the customer and file the original. When the equipment was returned, similar steps were followed. Collectively, securing customer signatures on Adler documents was a labour- and time-intensive process and it was possible to lose paperwork along the way.
Today, however, the same agreement is generated instantly by the customer service team in the Oracle E-Business platform and emailed to the delivery driver and customer within an Adobe Sign workflow. Arriving at the customer site, the driver obtains the customer’s e-signature on a mobile device in just a few clicks, attaches photos and the agreement is sent back through the workflow to the Oracle platform. Once an agreement is signed, it triggers a prompt to McGrath’s Oracle system to start the billing process. When the customer returns the equipment, there is a final prompt to raise the invoice.
“The efficiencies we’ve gained through Adobe Sign—including the elimination of paper filing and the ability to instantly retrieve digital information—are tremendous,” says Richard Marquardt, Director Operations Process Implementation, Adler Tank Rentals. “Our experience has inspired us to re-evaluate our entire approach to customer service and use what we’ve learnt to further differentiate our offering.”
Success leads to Adobe Sign use in other divisions
The success using Adobe Sign at Adler Tanks led Rowell’s team to roll out Adobe Sign to three other rental business units: Mobile Modular Portable Storage, Mobile Modular and TRS-RenTelco. It also prompted a consolidation of the different contracts and agreements used across the company. While there are still six types of forms used with Adobe Sign, McGrath’s legal team has standardised the language on the forms, including the terms and conditions, for better internal alignment.
More businesses now experience the benefits of Adobe Sign. TRS-RenTelco, for example, has integrated Adobe Sign into an electronic kiosk used by customers to pick up and drop off electronic test rental equipment, with transactions completed on the screen in a few clicks.
Nithin Shetty, Manager, Enterprise Development and Integration, McGrath RentCorp, says: “The e-signature capability allows TRS-RenTelco to create a cutting-edge customer service experience that’s better aligned to the expectations of the younger engineers renting the equipment.”
Shetty also praises the Adobe Sign and Oracle integration capabilities. “A key benefit is that our customer service team can more easily stay on top of the health of equipment throughout its lifecycle,” he says. “If required, they can check the rental history of each product and any change to its condition. That helps ensure that we offer only the safest, highest-quality equipment to our customers.”