IRC: how to create the best customer experience

By Murray Pollok17 September 2018

Finding simple and effective ways to provide the best customer experience, and building a strategy to achieve that, will be the subject of Pedro Torres’ presentation at the International Rental Conference (IRC) in Shanghai on 26 November.

Torres, the Chief Operating Officer of Riwal – Europe’s largest specialist access rental company - told IRN that he would discuss a strategic approach to management that is “constantly looking for simpler and easier ways to provide the best customer experience”.

Pedro Torres COO-landscape

Pedro Torres, COO, Riwal

He will cover several key techniques, including strategic alignment at all levels of an organisation, using a standard process based on the ‘rental value cycle’, and by applying lean operating philosophies and key performance indicators (KPIs).

Torres will also consider risk management, the importance of learning lessons from successes and failures, and how to optimise resources - both fleet and personnel.

His topic will have relevance for rental companies worldwide, but for Chinese and Asian delegates – many of whom may be working in relatively young businesses – a key message will be “understanding the importance of being a learning organisation, one that is always focused on growing talent and optimising processes. The main focus of this is to provide solutions to customers that create value for them, by helping them achieve their goals”, said Torres.

For more on the conference, visit

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