Customer Story, Skis

Ounasvaara improves customer experience and inventory management with Rentle

Ounasvaara Ski Resort is located just next to the city of Rovaniemi. With only a few minutes drive outside the city center, Ounasvaara has a significant role as a recreational outdoor location for the locals and the growing number of tourists who visit Lapland and want to try skiing during their stay. Both customer segments provide high demand for ski school and rental services. Rentle helps the resort to handle the growing customer amounts better and manage inventory more accurately.

The history of Ounasvaara Ski Resort goes back to the 1940s when the German alpine troops cleared the hill from trees to practice alpine skiing during their secondment in Lapland. The first ski lift was built in the 1950s. Nowadays, the Ski Resort is operated by Lapland Hotels and offers activities all year round. During the winter, visitors can enjoy 13 slopes and over 100 kilometers of ski trails, and in the summer, outdoor enthusiasts can hit the routes of Ounasvaara Bike Park.

Ounasvaara decided to take Rentle into use to improve their check-in process and inventory management. We interviewed the shop manager, Ossi Pesonen, from Ounasvaara Ski Resort, and talked about their experiences with Rentle.

Location

Rovaniemi, Finland

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2x faster inventory turnover

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200 rentals per day

Ounasvaara needed rental software to remove bottlenecks and digitize inventory

Ounasvaara had been on the lookout for ERP software already a few years but had not found anything that could solve their challenges in a meaningful way. Digitizing the inventory and bottlenecks in the on-site customer flow were the most important reasons why moving operations on Rentle ski rental software.

Before switching to Rentle, customers were asked to check-in by filling a paper form. The method is bulletproof but has its’ cons. For example, storing the customer information required a vast amount of work, and the information collected from the customers was practically impossible to find after the forms were archived.

The biggest obstacles hindering growth were very practical, and therefore, easy to fix with software. For example, the paper check-in forms require a surprisingly lot of storage space, not to mention the monetary and environmental cost of using paper. Digital check-in with Rentle has not only solved these issues but has proven to be a significantly faster way to welcome customers.

"We figured out that the time customers spend inside the shop queuing, waiting, and fitting the equipment was significantly reduced."

The inventory tracking was done in a spreadsheet and updated once a season by depreciating the old and adding the new equipment. Needless to say that the old method left the shop without any real-time inventory information, which has become useful with the growing number of customers.

Rentle has added flexibility and transparency

The two main areas where Rentle has helped Ounasvaara Ski Resort are digital inventory management and digital customer check-in. Implementing Rentle into Ounasvaara's day-to-day processes was relatively simple. First, the inventory was documented and barcode labeled before importing it to Rentle. Second, installing the new check-in kiosks required making slight modifications to the store layout.

Nowadays, the employees know exactly how many items they have left in the inventory, even in a specific size, and what time they will have more as customers return their equipment. This information is handy during the busiest days when the whole inventory can out in use.

In general, the employees learned to use Rentle fast, and whenever there have been questions related to the software, the employees have actively used the help & support chat.

"Every time we have faced any sort of issues with the software, the customer support has provided us with a clear solution or an accurate schedule when the issue will be solved. Transparent and fast customer support that Rentle provides is inevitable for us, especially during the busiest days of the season."

Dealing with unique situations and customer requests is easy with Rentle as everything is flexible and can be modified on the go. Furthermore, automated product recommendations have improved the customer experience, which has shown in the growing sales numbers.

Obviously, the software does not do anything by itself. The way Ounasvaara has made the most of their new rental software has had an important role in the successful transformation. By relocating focus from paperwork and cashier activities to assisting customers, Ounasvaara has had the opportunity to switch to a more customer-focused approach. Consequently, this has impacted the sales and efficiency of the shop.

"We figured out that the time customers spend inside the shop queuing, waiting, and fitting the equipment was significantly reduced."

Results

First-year using Rentle, Ounavaara was constantly breaking their month-on-month sales records by 20-30%. On a daily basis, Ounasvaara's rental shop served approximately 200 individual customers per day, turning over their inventory up to twice a day.

"On a normal day, before Rentle, we used to have two employees stationed at the cash register and one preparing and helping customers with the equipment. After we switched to Rentle, the check-in process became so fast that we needed to move the other employee from the cash register to help with the equipment fitting." Pesonen explains.

The faster checkout process, combined with the modifications made in the shop, led to a situation that has never happened at Ounasvaara before - the inventory was turned over almost twice in one day.

"I can definitely recommend Rentle to other rental shops. It’s pointless to bother yourself with the paperwork anymore plus having a clear and real-time overview of the inventory is a big benefit for us and most likely to other rental shops as well."

Photo: Ounasvaara Ski Resort

 

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