The uniform rental industry is over a hundred years old. It is a unique industry that is difficult to fully appreciate. Providers handle millions of customers and tens of millions of delivery points. The logistics involved in constantly moving material back and forth to customers is a gigantic task. Equipment improvements and material advancements have provided customers with a variety of product offerings. Yet, despite all the advancements over the past two decades, the industry lags in improving the customer’s experience, especially where insight and information is concerned.
We don’t mean to give providers too much of a bad rap – we appreciate the challenges they face. But we know from decades of experience that customers should have more data available to them. Customers experience too much friction in the uniform rental industry, and we think it’s time for their experiences to improve. We see this as a win-win situation – making the customer experience better will result in happier customers, which will result in customers that don’t quit their providers. Customer churn in this industry is unacceptably high – we want to help make it better.
Unirithm sees data – or, really, the lack of data – as a big problem for the customer. More often than not, customers make decisions without meaningful insight – they make guesstimates. Perhaps they have some data they keep on a spreadsheet or an activity log, but that data requires extra work to try and integrate into a decision-making process. Customers need more integrated data that completes the picture of their services. More importantly, they need data that helps drive resolution when service falters.
Three providers control more than 50% of the market – this type of market condition lends itself to inefficiencies that lean in favor of the providers. Unirithm wants to bring balance back to the customer-provider relationship so that a negative market correction doesn’t occur. Providers win by having a more transparent relationship with their customer, and customers win by being more informed. Why ignore the data when it can make everyone happier?