Scootaround & WHILL case study
Scootaround manages a large, active fleet of rental equipment (scooters, wheelchairs and other mobility devices) rented on-site at events and destinations across North America. Getting a customer into a rental had always meant a paper contract, a payment terminal and a staff member walking them through it in person.
The challenge
That in-person process was starting to hold the business back in a few specific ways. The booking website had a poor user experience and high abandonment rates, so a meaningful share of interested renters never completed a booking online at all. On-site, reservations relied on paper contracts and Excel, with no real-time sales data and roughly a week of manual reconciliation after every event. With more than 8,000 rental assets in circulation, there was no centralized, real-time way to track where equipment actually was, and warehouse processes varied from location to location rather than following a shared standard.
The solution
Working directly with Scootaround’s team, TAG led the concept, design and build of Rent A Ride, a self-serve digital rental and fleet management platform, alongside a companion mobile app that lets customers rent and control a device themselves. TAG assembled the development team and carried the project from first sketch through launch, redesigning the booking experience around conversion rather than just information, and building the asset-tracking foundation the business needed to see its fleet in real time.
The same engagement also modernized Scootaround’s call center, moving it off a legacy on-premises phone system and onto a cloud-based platform, opening up remote hiring, improving reporting, and reducing labor costs in the process.
The results
Online reservations grew from 15% to 25% of total bookings, and online product sales grew 107% over three years following the website redesign. Warehouse and asset-tracking standardization gave the business real-time visibility into its fleet for the first time, and the self-serve platform gave customers a rental process that took minutes instead of a staffed, in-person transaction.
Gareth’s most significant impact was creating and implementing our digital rental platform, Rent A Ride, and the Scootaround rental app. He meticulously handled everything, from concept to design, assembling the team, and execution. This resulted in a UI that propelled our company a decade ahead, with a seamless rental process and a new revenue stream. Gareth’s dedication, passion, and ability to lead teams were instrumental in our success.
Chad Stott, VP & GM, Scootaround and WHILL