Simplifying customer engagement

Across the UK&I Northgate rental businesses, customers are now able to access a broader range of mainstream and specialist vehicles and advice through a single account platform.

The ‘One Road’ initiative was introduced to give group customers access to all products and services from all our brands through one route, dealing with one account manager and receiving one invoice.

This was achieved though introducing new and more consistent processes to allow customers better access to all products and services. We introduced new T&C’s, designed consistent vehicle specification sheets and refreshed all websites to reflect the full product and service offering.

Sales engagement sessions helped share knowledge across brands, provide specific product training and to ensure all colleagues were empowered to supply the whole service offering with confidence and deliver exceptional customer service. The initiative sought to leverage the combined expertise within the brands and encouraged initiatives such as introducing new fleet products such as MEWP ‘cherry pickers’, electric traffic safety cars, ARB tippers and HGV refrigerated vehicles.  

Customers benefitting from simplified access and broader product range have been from across Northgate’s ‘mainstream’ and specialist vehicle brands, allowing us to supply over 275 additional vehicles to 20 different customers in FY2025 and successfully participate in a number of RFPs seeking broader capabilities.