33 customers. A perfect service desk score. And a team that understands there’s a real business behind every question.
At 8.30 on a Monday morning, a vehicle needs to be on the road. A customer is waiting. The paperwork needs sorting. And a new member of the team has a question they can’t find the answer to.
In vehicle rental, questions rarely arrive at a convenient time. Operations keep moving, customers still need vehicles, and delays can have a knock-on effect across the business. That’s when software needs to do more than work. It needs to be backed by people who understand what’s at stake, take the time to help and stay with it until it’s sorted.
You can demo the software. You can’t demo what happens when you need help. At Prohire, that part of the experience matters just as much as the technology.
The proof is in the experience
In September 2026, every one of the 33 customers who chose to rate our service desk after their request was closed gave the team either 9 or 10 out of 10.
That’s a Net Promoter Score (NPS) of 100, the highest possible score.
NPS runs from -100 to +100, with a score above 50 widely regarded as excellent. Earlier in 2026, our score was 72. Reaching 100 is a significant result, but the number isn’t what stands out most.
As Service Desk Manager Ryan Cubitt explains:
“For me, the thing that stands out is that nobody had to leave that feedback. It’s completely optional once a ticket is closed and 33 customers took the time to do it anyway, with every one of them rating us a promoter. People usually only make that effort when something has gone noticeably well or noticeably badly, so it says a lot that all 33 went the same way.”
What sits behind the score means even more: a team that treats every customer interaction as an opportunity to make someone’s working day easier.
We understand what’s at stake
When a customer contacts our service desk team, they’re rarely looking for a long explanation of how software works. They need to get something done.
That might mean understanding a process, finding the right setting or getting a booking over the line. Whatever the question, the person asking it deserves to feel listened to, not rushed through a queue.
Ollie Mullins, who recently joined the service desk, believes the way a question is handled is just as important as the answer itself.
“For me its making people feel listened to. Most people contacting us are mid-task, so be patient, explain things in plain English and never make them feel silly for asking. Make sure they’re sorted before they go and leave them feeling better than when they called.”
One customer captured that experience simply:
“Supportive and guided to correct place without hassle.”
Ollie, Tahsin, Ryan, Emelson and Antony
We take responsibility for getting it right
There’s a difference between answering a question and making sure the customer can move forward.
At Prohire, support isn’t simply about closing tickets. It’s about understanding what the customer is trying to achieve, working through it properly and making sure they have everything they need.
Tahsin Chowdhury, our longest-serving team member, explains why that matters to him:
“Helping customers matters to me because I enjoy solving problems and making a positive difference, and I find it rewarding to identify the cause, work through the troubleshooting process, and ultimately resolve the problem.”
It’s a standard the whole team share. Ollie explains:
“Nobody’s in a rush to just close the ticket. Everyone will take the extra few minutes to get it right, and nobody treats a question as too small. If you’re stuck, there’s always someone happy to jump in and share what they know. It’s a big part of why the customer experience feels so consistent.”
Ryan puts it this way:
“Rental is a live business, so consistency is key. That’s why the team don’t really treat tickets as jobs in a queue. Once you look at it that way, looking after the customer isn’t something you have to remind people to do. It’s just how we work.”
And sometimes, the best evidence is what a customer says afterwards:
“Excellent service as always.”
No elaborate promise. No complicated explanation. Just a customer who knows what to expect and feels confident they’ll receive it.
We speak your language
Understanding software is one thing. Understanding the business, it supports is another.
Prohire supports operations involving more than 105,000 vehicles across 850 rental locations, with 1.2 million bookings and more than 3,000 users. Behind those figures are busy teams managing bookings, agreements, damage reporting, telematics, maintenance and invoicing, often all at once.
Our service desk team understand that context. Ryan explains what that means in practice:
“You’ll be dealing with people who understand rental, not just people who understand software. The team know what a check sheet is, what happens at handover and why a damage photo matters when a customer disputes a charge, so you’re not spending the first ten minutes of a call explaining your own industry.”
We want every conversation to leave you more confident
The best support doesn’t just answer today’s question. It gives you the confidence to handle tomorrows. That might mean explaining how something works, showing someone a more effective way to complete a task or taking the time to make sure they understand the answer.
For Emelson Barbosa, who brings years of customer service experience to the team, it starts with being human.
“We’re real people who want to help. Even when we don’t have the answer straight away, we do our best to understand the problem, find the right information and help the customer as much as we can.”
Second Line Support specialist Antony Collett takes it a step further:
“Good customer service involves addressing the current situation; great customer service extends this further by providing the customer with the tools and knowledge to find the solution themselves.”
A customer’s experience with Ollie shows what that can look like:
“Ollie took great care in ensuring our query was successfully implemented. After many failed attempts by ourselves, Ollie made it look easy. Thank you for your assistance today.”
For Ollie, those moments are what make the job rewarding.
“That moment when someone goes from stuck to ‘thanks, that’s saved me!’ I love explaining things in a way that makes sense, so they know what to do next time and feel more confident doing it. It’s very satisfying when a quick conversation makes someone’s day easier.”
That’s the point. Getting the answer right is important. Helping someone work with greater confidence and efficiency is what makes the real difference.
More than software. A partner in your operation.
Prohire connects the moving parts of your rental operation. Our service desk team are there to back you up, with people who understand your industry, take your questions seriously and care about getting you to the right outcome.
For Antony, the ultimate measure is the difference that makes to a customer’s business.
“For me, if I can ‘get it right’ for the customer then it improves their experience with Prohire and helps them achieve what they need more efficiently and, ultimately, it helps them succeed as a business.”
A perfect score from 33 responses in one month is worth celebrating. But the real ambition is bigger than a single result. It’s to keep earning customers’ confidence through the everyday interactions that make a difference to their businesses.
For any rental business thinking about switching, Ryan sums up what that looks like:
“If and when you need us, you’ll speak to someone who can genuinely help rather than being passed from person to person. If we can’t sort it there and then, we’ll be honest about where it stands and come back to you when we say we will. That part sounds small, but it’s what customers tell us they value most.”
You can demo the software. You can’t demo the people behind it.
You’ll meet them the first time you need a hand. And they’ll make sure you never feel silly for asking.
Discover ProhireOne
Thinking about making a change? Discover how ProhireOne can bring your rental operation together in one connected platform and meet the people who will be there to support you.
Book a demo here
