Clients 
Flexirent
Flexirent Capital Pty Ltd is the market leader in Australia and New Zealand within the "small ticket" leasing and rental finance sector for computer equipment and office technology.
It provides commercial rental agreements for fixed term rental finance to customers using the equipment mainly for business use, or consumer rental agreements for people using the equipment at home for personal use. It has also branched into non IT related equipment by providing leasing and rental programs for electrical appliances primarily for home users and for selected commercial and industrial items of equipment.
The company is wholly Australian owned and employs around 300 people in Australia and New Zealand.
The Flexirent Vision:
Flexirent's vision is to be a vibrant and respected company that is a leading provider of small ticket finance. It seeks to be recognised as the best company that its customers, employees and business partners have experienced. To offer a service delivery and customer experience that results in spontaneous customer endorsement and repeat custom.
The problem:
An aging and intricate data capture system for new customer deals to feed into their Contract Management. This was becoming difficult to maintain or add new Products to, and Flexirent was swiftly outgrowing their capacity as the company expanded.
FlexirentFlexirent Capital Pty Ltd is the market leader in Australia and New Zealand within the "small ticket" leasing and rental finance sector for computer equipment and office technology.
It provides commercial rental agreements for fixed term rental finance to customers using the equipment mainly for business use, or consumer rental agreements for people using the equipment at home for personal use. It has also branched into non IT related equipment by providing leasing and rental programs for electrical appliances primarily for home users and for selected commercial and industrial items of equipment.
The company is wholly Australian owned and employs around 300 people in Australia and New Zealand.
The Flexirent Vision:
Flexirent's vision is to be a vibrant and respected company that is a leading provider of small ticket finance. It seeks to be recognised as the best company that its customers, employees and business partners have experienced. To offer a service delivery and customer experience that results in spontaneous customer endorsement and repeat custom.
The problem:
An aging and intricate data capture system for new customer deals to feed into their Contract Management. This was becoming difficult to maintain or add new Products to, and Flexirent was swiftly outgrowing their capacity as the company expanded.
There was also a requirement for a customer centric view of all contract data to allow Flexirent to deliver their promise of service delivery, and at the same time gain repeat customers.
The Proposal:
To build a maintainable dynamic wizard interface for call centre staff to replace two linked data capture systems currently in use.
The solution:
We built one portion of the replacement system to run alongside the two existing systems without affecting them. The replacement system accomodated incoming faxes which had previously been managed by email / hard copy, and allowed simple 'one step' faxing of responses to replace an awkward multi-step faxing. The process incorporates a number of configurable business rules which effectively lead call centre staff rapidly along the appropriate track according to data entered. The system continually saves a great deal of processing time and paper management, both of which have created significant savings and increased customer satisfaction. The training time required for new staff has also been vastly reduced, along with the error rate of data capture. The system proved the effectiveness of Metastorm BPM in this role, and after training, Flexirent's internal resources have since developed most of the rest of the whole system in Metastorm BPM, adding many more benefits along the way. In addition there are a number of related systems being designed and implemented to provide a fully featured CRM system.