1. The future for plant hire… the Hewden perspective.
August 2014.

2. Key messages… Plant hire post recession.
How has Hewden changed to survive and grow?
Listening to meet the changing needs of our customers?
Driving value through innovation.
How can manufactures help hirers support:
Customers.
Value creation.
The future…

3. Plant hire post recession... My honest assessment
Profitability is recovering.
Volume.
Price.
Efficiency.
Cash generated is now being re-invested.
Availability of new assets constrained.
Funding availability is good.
Predicted consolidation has not happened.
Acquisition cost inflation is outstripping increases in rates.
Return on investment is reducing.
The cycle continues…

4. Transforming our operating model
Why?
Resistance to change was not an option.
Strengths
Intense coverage of UK.
Local relationships driving sales.
Low delivery charges.
Sales coverage in every depot.
Weaknesses
Customers almost never visited our depots
99% of business conducted by phone
Inconsistent experience
Inconsistent product mix
Depots competing internally
IT system not fit for purpose
Threats
No compelling offer.
Confusion out of tools disposal.
Perceived to be expensive.
Losing market share
No social media presence or e commerce
Opportunities
Raise Hewden profile
Launch a compelling experience
Improve sales coverage
Use scale to our advantage
Embrace technology

5. Listening to our customers
Availability of Plant & Equipment
Total Price
(cost of the hire, delivery & extras)
Reliability of the Plant & Equipment
Quality, Age & Appearance of the Equipment
Reliable Delivery at the Agreed Time
Prompt Collection When Finished
National Coverage & Local Depots in the Area of the Job
Friendly and knowledgeable staff on the phone
Good Personal Relationships
Good Office Admin (Accurate Invoicing & Monthly Summaries)
Being Honest and Keeping You Informed
Prompt Backup From Fitter if a Problem On Site
Having an Existing Account Set Up / Group Agreement
Being Specialist in that Field / Equipment (inc. site planning visits)
Past Experience of that Hirer
Managed Service
Guaranteed availability of quality, fit for purpose, well presented core machines
Consistent customer interface that is easy to do business with & accurate
Geographical coverage which can deliver locally and nationally… ON TIME IN FULL
Multi-specialist product range & contract management
The right People
The right Training
The right Leadership
Delivering consistency of Service
Safety is as standard and not a differentiator!

6. Changing and innovating to meet their needs…
Availability of Plant & Equipment
Total Price
(cost of the hire, delivery & extras)
Reliability of the Plant & Equipment
Quality, Age & Appearance of the Equipment
Reliable Delivery at the Agreed Time
Prompt Collection When Finished
National Coverage & Local Depots in the Area of the Job
Friendly and knowledgeable staff on the phone
Good Personal Relationships
Good Office Admin (Accurate Invoicing & Monthly Summaries)
Being Honest and Keeping You Informed
Prompt Backup From Fitter if a Problem On Site
Having an Existing Account Set Up / Group Agreement
Being Specialist in that Field / Equipment (inc. site planning visits)
Past Experience of that Hirer
Launched Core Fleet Guarantee.
Top 30 products Guaranteed Next Day delivery or £100 credit
Published real rates on web.
One fixed price transport charge.
Launched how to get a discount.
£60m investment in core equipment.
£10m refurbishment investment.
Cosmetic detailing & rebranding
Replaced sales team with Customer Service Advisors and launched App
The right People
The right Training
The right Leadership
Delivering consistency of Service
Invested vehicle tracking software and Customer Experience Advisors
Text updates and courtesy calls.
Retained and refocused best expertise to support in field.
Dedicated Field Service expertise

7. Driving value through innovation
TRANSPORT OPTIMISATION
Using technology to make better decisions and deliver on time in full.
Delivery text
£20m
Reduce cost base
2500 products to 250
100 field based Sales Team to Customer Service Advisors 2 Customer Experience Advisors Territory Managers
Depots
106 to 34

8. Listening to our customers
Availability of Plant & Equipment
Total Price
(cost of the hire, delivery & extras)
Reliability of the Plant & Equipment
Quality, Age & Appearance of the Equipment
Reliable Delivery at the Agreed Time
Prompt Collection When Finished
National Coverage & Local Depots in the Area of the Job
Friendly and knowledgeable staff on the phone
Good Personal Relationships
Good Office Admin (Accurate Invoicing & Monthly Summaries)
Being Honest and Keeping You Informed
Prompt Backup From Fitter if a Problem On Site
Having an Existing Account Set Up / Group Agreement
Being Specialist in that Field / Equipment (inc. site planning visits)
Past Experience of that Hirer
Managed Service
Guaranteed availability of quality, fit for purpose, well presented core machines
Consistent customer interface that is easy to do business with & accurate
Geographical coverage which can deliver locally and nationally… ON TIME IN FULL
Multi-specialist product range & contract management
The right People
The right Training
The right Leadership
Delivering consistency of Service
Safety is as standard and not a differentiator!

9. How can manufactures/dealers help us to help customers…
Availability of Plant & Equipment
Total Price
(cost of the hire, delivery & extras)
Reliability of the Plant & Equipment
Quality, Age & Appearance of the Equipment
Reliable Delivery at the Agreed Time
Prompt Collection When Finished
National Coverage & Local Depots in the Area of the Job
Friendly and knowledgeable staff on the phone
Good Personal Relationships
Good Office Admin (Accurate Invoicing & Monthly Summaries)
Being Honest and Keeping You Informed
Prompt Backup From Fitter if a Problem On Site
Having an Existing Account Set Up / Group Agreement
Being Specialist in that Field / Equipment (inc. site planning visits)
Past Experience of that Hirer
Better inventory availability
Shorter lead times
Price transparency, consistency medium term.
Improve reliability and warranty.
Damage proof.
Easier to PDI and maintain cosmetics
The right People
The right Training
The right Leadership
Delivering consistency of Service
Breakdown responsiveness.
Engineer training

10. Why is price so important?

11. The Core Fleet Guarantee
Facts not fiction… standing behind our claims, building credibility and adding perspective.
97%
On time in full
99%
In full < 2 hours late
video

12. The Future… What is on my horizon?
Zero Harm - Striving to find safer ways.
Improving profitability & return on investment through
Growth
Product innovation which reduces cost or adds real value.
Productivity and efficiency of operations and logistics.
Driving customer interface enhancement through the internet and social media.
Building loyalty by Delivering a best in class, retail lead, customer experience.
Working with young and disadvantaged people to slow and solve the skills shortages in our industry.