Paull’s Vehicle Rental is a friendly, family-owned vehicle rental business with a rich history dating back to the 1950s. The Measom Group, associated with the business since 1976, took over operations in 2010, and the company has been thriving ever since.
Celebrating their 50th anniversary this year, Paull’s has built a reputation for reliability, flexibility, and outstanding customer service.
Paull’s serves a mix of local businesses, members of the Public and some more complex regional businesses. While they manage standard fleet vehicles like cars and vans, they also offer specialised vehicles and tailored fleet solutions to meet diverse business and personal requirements. Their rentals can range from a single day to 12 months, accommodating everything in between.
Based in Leicester, Paull’s Vehicle Rental supports the people and businesses of Leicestershire, the East Midlands, and beyond. They offer a wide selection of well-kept vehicles, including Plug-in hybrid cars, Vans, and Commercial specialist vehicles. With a forward-thinking approach to Fleet Management and pre-empting their customer’s needs, Paull’s ensures every rental experience is seamless, flexible, and suited to each client’s unique requirements.
To gain an insider’s perspective on how Paull’s Vehicle Rental operates and how Prohire has helped streamline its business, we spoke with two key members of the Paull’s team.
Divyesh Naran, Branch and Sales Manager, has been with the company for 11 months and plays a vital role across both operations and sales. With a wealth of industry experience, Divyesh oversees the day-to-day running of the branch while building strong relationships with customers. Reflecting on his move to Paull’s, he explains: “I came to Paull’s and instantly felt like I could build genuine relationships with clients. When you work for a national company, it can feel more corporate, but here I’m able to have better conversations with customers. Even after 11 months, I’m still learning every day, and it’s been great.”
We also spoke with Jake Samuels, Commercial Director, who has been part of the Paull’s Group for 15 years. Known for his entrepreneurial mindset, Jake describes the culture at Paull’s as collaborative and forward-thinking: “We’re a great team and we work well together. I’m known for trying to push boundaries and be very entrepreneurial, but that only works because everyone supports one another and pulls in the same direction.”
First and foremost, we wanted to understand how working at Paull’s influences involvement across the business. Divyesh explains:
“At Paull’s, you’re almost involved in everything. Certain decisions you make, you have to look at the bigger picture and consider everything that surrounds the question at hand. Every time Jake is in, I’m always asking him questions, I even keep a post-it ready with notes. You have a lot more say in what happens, and that’s definitely a bonus, because you’re the decision-maker at the end of the day.”
We wanted to understand how Prohire has supported Paull’s in managing their fleet and processes, and how it helps the team stay efficient whilst minimising errors. Jake shared his perspective on the benefits it brings to the business:
“Prohire has become the heart of our processes. We’re quite adventurous in how we structure things, but having a consistent base ensures everything is treated and reported the same way, which helps us stay grounded in the end results. Over the past year, it’s allowed us to ‘stretch our legs’ utilising the systems rule sets, with features like quote rules helping us capture costs we might have missed before and reduce mistakes. We definitely see the benefits from that perspective.”
Before Prohire
Before Prohire, managing rentals at Paull’s often felt cumbersome. As Jake recalls, “Back in the day, we used software, but it often felt like you had to print everything just to keep track of the booking. We would have a rental on the allocation chart equivalent in that software, but it wasn’t easy to keep track of what was going out and sometimes even the paperwork after you’d printed it!.” The team frequently struggled with scattered information, lost paperwork, and inefficient processes.
Prohire changed all of that. “Now,” Jake explains, “everything is online and uploaded. While some signatures still need to be paper based, everything else is digital, making it much easier to consolidate and manage. For me, that’s the biggest difference, it streamlines processes and reduces errors, which has been a huge benefit.”
Divyesh also noted how Prohire has positively impacted the customer experience. “Comparing Prohire to what I’ve used in the past. Small things like prompts for age restrictions or other checks are really helpful. They guide you to take the right steps for the customer before issues arise. Previously, some alerts only came at the last stage, which could frustrate both the customer and the team. With Prohire, compliance prompts are integrated into the process, helping us stay customer-focused, which is something we always prioritise at Paull’s.”
We also asked them how Paull’s first discovered Prohire and what ultimately influenced their decision. At the time, the team was taking a hard look at their existing systems, searching for a solution that could streamline operations, improve efficiency, and support the company’s future growth. Flexibility, scalability, and consistency emerged as the most important factors.
Jake recalls, “Going back to around 2010, it was really about weighing up what we had against the benefits we could gain and where we wanted to go as a business. One of the main considerations was scalability. If we added another branch, the system needed to accommodate it without requiring a full new setup or a separate version that didn’t link. That flexibility, the ability to grow with the business, was the key factor for us.”
Their careful evaluation reflects a forward-thinking approach: they weren’t just looking for a solution to meet immediate needs, but a platform that could evolve alongside Paull’s as it expanded.
Next, we wanted to understand how Prohire Companion has supported Paull’s in managing day-to-day operations and improving efficiency on the ground. Divyesh shared his perspective:
“Prohire Companion is incredibly helpful for managing our corporate business, which makes up most of what we do. It allows us to allocate work among our drivers efficiently and gives a clear view of the day ahead. For example, if Team A and Team B are handling certain deliveries, I can quickly see where there’s capacity to take on another job, giving customers options and keeping vehicles actively on the road.
It also makes handling last-minute changes much easier. Jobs can be added to a shared pool, and drivers can assign themselves, so we don’t have to manually pass on details over the phone. That way, I always know who is doing what and can plan the day logistically. It not only helps with operational efficiency but also ensures we can provide better customer service, responding quickly and effectively to their needs.”
Talking about customer service, Divyesh highlighted how Proweb has become a key part of delivering a smooth experience:
“Proweb is a massive asset for customer service. The online platform allows people to help themselves, which means we can focus our time on customers who need extra support—perhaps they’re less comfortable with technology or just want to speak to someone directly. At the same time, some customers just want to get on with it, and the online system is perfect for them.
Bookings come through quickly, and we can pull the details and get a customer out the door within minutes. It saves time, improves efficiency, and ensures we can give personal attention to those who need it, without slowing down the process for everyone else. Whether a customer wants to self-manage their booking or talk to someone, Proweb makes it simple for both.”
Jake added his perspective on how Proweb supports both efficiency and customer service:
“From a business point of view, it can be a tricky balance because we want to provide excellent customer service, but at the early stages of booking it’s a lot of box filling which we can only add so much value to. We’d rather be available to share our expert advice to a customer in need.
Having FAQs and self-service options online allows customers to find answers quickly and book for themselves. It helps us focus on supporting those who really need personal assistance while still giving everyone a smooth experience.”
Alongside compliance checks and customer validation, we also discussed how Prohire supports risk awareness within the rental process. Prohire’s risk and security tools are designed to flag potential concerns early, helping rental businesses make informed decisions before a booking progress too far. For Paull’s, this acts as an additional layer of reassurance, supporting their cautious, customer-first approach while protecting vehicles and the wider business.
Jake explains how this works in practice at Paull’s:
“We don’t actually see many customers flagged as a risk. We’re not heavily retail-focused and we’re quite risk-averse, so if there’s an early indication that a booking might not be suitable, we tend to address that before it even reaches the system. There have been occasions where we’ve added people to the risk module, but it’s not something we use heavily. That said, it’s reassuring to know it’s there as an additional safeguard, even if it doesn’t come into play very often.”
Finally, we asked Divyesh to reflect on his overall experience using Prohire.
“For me, the great thing is how simple it is to navigate. Coming from another rental company, I was expecting to have to learn another complex system, but Prohire is straightforward. Features like job allocation and updating the pre-created invoices has made daily tasks much easier, especially handling corporate accounts and updating PO’s.
Even when updates are introduced, they’re simple to adjust to, and any questions are quickly resolved. Overall, it makes managing both corporate and retail bookings much smoother, and the system’s prompts and support ensure I can focus on providing excellent service without unnecessary complications.”
Paull’s Vehicle Rental shows how a customer-focused business can thrive with the right tools and support. Prohire helps the team manage fleet, bookings, and compliance with ease, while features like Prohire Companion and Proweb make day-to-day operations smoother and keep customers happy.
Divyesh and Jake’s insights highlight how the system empowers staff, supports smarter decisions, and improves service for both corporate and retail clients.
We’d like to thank Paull’s Vehicle Rental for their continued partnership and for sharing their experience, showing how collaboration between a business and its technology provider can make a real difference.
