Most consumers, including those in the vehicle rental industry, prioritise speed and convenience. As a result, industry professionals are focusing more on these elements to remain competitive. Customers now expect the ease of online shopping, immediate booking, and self-service options, and these expectations apply entirely to the vehicle rental experience.
In our latest article, we had the pleasure of speaking with Ryan Sivyer, Operations Manager at Campervantastic, to explore how the company adapts to evolving consumer behaviour and the pivotal role our online booking tool, Proweb, has played in its success.
About
Campervantastic is a UK-based company specialising in luxury campervan hire, sales, and accessories. Renowned for its high-quality, well-equipped campervans, it caters to customers seeking comfort.
In 2007, the journey began when founders Steve and Kate took their young boys on a 14-week adventure in their first VW California campervan. Today, their team of expert “Adventure Consultants” brings much experience, having explored Europe and the UK. Campervantastic continues to inspire adventures on the open road.
Ryan explains, “Our journey with Prohire began in 2013, as we needed to streamline processes with a growing fleet—expanding from 10 vans in 2013 to over 20 in recent years.”
Introducing Proweb
Traditional rental processes, which rely heavily on phone calls and in-person interactions, are replaced by a digital-first approach that gives customers greater control and flexibility. Prohire’s booking tool is at the forefront of this change, assisting rental companies in adapting to these evolving demands and redefining what it means to provide an exceptional customer experience.
Proweb’s capability to offer 24/7 online bookings ensures that customers can secure their vehicles whenever it’s most convenient, whether early in the morning or late into the night. Gone are the days when customers waited for office hours to confirm a booking. With Proweb, they can select a vehicle, view pricing, and reserve it—all within minutes and with the assurance that their chosen option is genuinely available in real-time.
Ryan adds: “Our customers often highlight the convenience of booking a campervan hire through our website in their Google reviews. With Proweb’s automated incoming bookings, we no longer need to be heavily involved in most reservations.
In the past, we had to build manual quotes, which limited us to office hours; now, customers can book anytime, day or night. This system also enhances the transparency of our hire rates and allows us more time to prepare and ensure our vehicles are in perfect condition.”
Transparency is another major factor driving customer expectations in this digital age. Customers now demand a transparent, hassle-free view of pricing and availability. Proweb’s real-time inventory updates allow customers to see which vehicles are available on specific dates and at which locations, making the decision-making process seamless.
This visibility reduces the frustration of finding out a preferred vehicle is unavailable after booking. Rental companies using Proweb can reassure customers that what they see is exactly what they’ll get, building trust and fostering repeat business.
Ryan tells us, “We still like to provide the personal touch to our customers. However, the self-service aspect does reduce staff time on bureaucratic details. It also allows customers to book campervan hires outside our office hours through the website.”
An easy-to-navigate interface is also crucial to meeting customer demands. Proweb’s user-friendly design provides a straightforward experience, allowing customers to browse vehicle options, customise their booking, and proceed with payment without unnecessary steps or confusing layouts.
Ryan adds, “The booking process has sped up; we used to have to chase our customers for their details, which are now all captured at the point of booking, which helps us get everything ready before collection day.”
This streamlined approach keeps customers engaged and reduces the chance of an abandoned booking due to a complicated reservation process. By simplifying each stage of the rental experience, Proweb helps rental companies maintain high booking completion rates and ensures customers feel satisfied from start to finish.
Ryan points out, “Our comms features have ensured that we can provide information to customers quickly, reducing the amount of queries by telephone and email. This has resulted in customers being fully prepared when collecting the vehicle, meaning smooth pick-ups.”
Ryan also highlights the role of Prohire Companion in providing efficient digital check-out and check-in as well as transparent condition inspections. Images and frog diagrams signed by and emailed to the customer underpin Campervantastic’s dedication to providing a professional service.
Ryan adds, “Prohire Companion is great for deliveries and remote collections as we can collect vehicles from customers’ homes after their holidays. Our customers love this feature, and we are confident it is secure.”
Conclusion
The vehicle rental industry is undergoing a digital revolution, and Proweb is at the forefront of this evolution. Proweb empowers rental companies to exceed expectations and build strong, loyal customer relationships by prioritising customer needs for convenience, transparency, and control.
As digital technology shapes customer behaviours, Proweb stands ready to help rental companies lead in a rapidly changing landscape, offering a seamless, satisfying experience that keeps customers returning.
Ryan concludes, “Prohire has become a key feature in our business and its operation. Their support team is very responsive and helpful whenever challenges arise or assistance is needed.”
