With ONE, Kiloutou is enhancing the customer experience by transforming its catalogue into a comprehensive range of services
FranceStrategy and Finance
For several years now, Kiloutou has made omnichannel retailing and hyper-personalisation two cornerstones of its commercial strategy. By launching the “One” service, Kiloutou aims to simplify the rental process by enhancing the customer experience. The aim is to meet today’s expectations: to find the right equipment and service regardless of who the customer is dealing with, where they are or at what time they are searching.
To become the go-to partner for our clients’ projects
As part of the Group-wide diversification strategy, “One” aims to simplify customers’ day-to-day lives by providing unified access to the full range of expertise offered by Kiloutou:
The generalist network, for all essential needs
The five specialist subsidiaries: Kiloutou Énergie, Kiloutou Signalisation, Kiloutou Module, Loca Réception, Kiloutou Climatec
Services: Kiloutou Sport & Event, Kiloutou Global Service, UnikCall, Training, Customer Relations Centre.
In practical terms, with the launch of One, when a customer places an order by telephone, in-branch or on the website, they have full access to the 350,000 items of equipment available and associated services – representing the widest range on the market. France’s second-largest equipment hire company thus aims to enable all its business customers to access the full range of equipment and services from both its general and specialist ranges, regardless of how they place their order (website, telephone or in-store).
Harnessing all areas of expertise to support project life cycles
One represents a further step in the rental company’s quest to stand out from the competition. Developed in response to customer feedback, this service highlights the breadth of Kiloutou’s offering and forms part of the diversification strategy launched several years ago, which has led to the development of new services focused on safety, efficiency, sustainability, digital technology and personalised solutions.
A culture that permeates the sales force
This development was accompanied by a training programme for the commercial, sales and marketing teams. The aim was to break down departmental barriers and enable every team member to acquire the knowledge and skills needed to advise customers as effectively as possible by offering the equipment and/or service best suited to the project’s requirements.
As well as enabling all our business customers to access our full range of services, regardless of how they first came into contact with Kiloutou, One is transforming our sales approach by moving away from a catalogue-based model towards bespoke service design, so that we can continue to support our customers’ performance.
