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3 Describe Offeror's customer service/problem resolution process. Include hours of operation, number <br />6 <br />of services, etc. <br />We take customer complaints and service concerns very seriously. When a customer reaches out to us to voice <br />their concerns, we make sure to take the time to listen and ensure we collect all the associated details. Once the <br />details have been captured and entered, we share this report with the appropriate Branch Manager, District <br />Manager, and Regional Vice President. This group has 24 hours to respond to the customer and to let Customer <br />Service know the details of the outcome or that they are working on a resolution. Sunbelt Customer Service is <br />available 24/7. <br />3 Describe Offeror's invoicing process. Include payment terms and acceptable methods of payments. <br />7 <br />Offerors shall describe any associated fees pertaining to credit cards/p-cards. <br />E-processes used by Sunbelt included emailed PDF invoices, customer direct XML feed, EDI, .csv FTP Files. We <br />are established with various portals including Ariba, Onvia, BidSync. Our web portal/app MyAccount can be utilized <br />by each customer location to monitor usage and pay invoices directly. Payment Terms are Net 30 from date of <br />invoice. <br />3 Describe Offeror's contract implementation/customer transition plan. <br />8 <br />As the incumbent supplier with a proven track record, Sunbelt holds a distinct advantage over our competitors as it <br />relates to implementation and customer transition. Implementation is seamless as the contract initially is only a <br />matter of signature, and extension. Omnia Partner member accounts have already identified in cooperation with <br />Omnia Partners, linked to the agreement, assigned to Sunbelt sellers, and targeted for interaction and growth. <br />Customer transition is a matter of continuous improvement for Sunbelt. We are engaged with the Omnia Partners <br />team to identify new customers and transition new customers to the existing Omnia Partners agreement. <br />Regardless, Implementation and transition would continue in perpetuity. These efforts would include, but not be <br />limited to: Training, Promotions, Target Identification, Assignment, Execution, Follow through, and follow up. <br />3 Describe the financial condition of Offeror. <br />9 <br />Sunbelt is financially sound at over $10B revenue. Feel free to review our Annual report at https://www.ashtead- <br />group.com/investors/results-centre/annual-reports/ and also attached in attachments tab. <br />4 Provide a website link in order to review website ease of use, availability, and capabilities related to <br />0 <br />provides customers a global view of all equipment on rent and a historic look on previous rental transactions. This <br />includes invoicing, purchase order numbers, rented-by name, equipment type and model, days on rent, total <br />billings, etc. Reports can be set up to send on a regularly scheduled day and time, or you can pull the reports as <br />needed. <br />4 <br />1 <br />Sunbelt has a dedicated Safety Dept comprised of fulltime occupational health and safety professionals whose <br />sole mission is to work directly with our field personnel to identify hazards & eliminate incidents by making safety <br />the #1 priority for all of our 22,000 team members. Attached please find EMR letter showing the effectiveness of <br />such department. <br />4 Provide a brief history of the Offeror, including year it was established and corporate office location. <br />2 <br />Established in 1983 and headquartered near Charlotte, North Carolina, Sunbelt has evolved from a small, local <br />operation to a giant in the rental industry today. Sunbelt is a wholly owned subsidiary of Ashtead Group plc which <br />is headquartered in London, England. Building on its solid foundation in the Southeast, the company has now <br />established itself as the second largest rental company in the United States and will continue to grow through <br />green field initiatives and acquisitions. Sunbelt is strategically positioned with convenient locations to provide <br />superior customer service with more than $15 billion in rental fleet and over 1,400 plus locations combined across <br />all 50 states within the contiguous United States, including Hawaii, and in eight provinces in Canada. <br />Page 9 of 34 pagesVendor: Sunbelt Rentals Inc24-15 Addendum 1 <br /> <br />