Customer Care
Fleet Team Care, our client facing resolution center, has handled 55,000 of your requests through the first half of the year – nearly a 50% increase year over year. The increased volume means our team has continued to grow a knowledge base while at the same time improving the first contact resolution rate by 5% – averaging 67% year to date.
Remember you can contact this team anytime at lpus.customercare@wheels.com. If your email is received before 5pm EST – we will respond the same day.
Our Driver Care team has supported 156,000 driver requests this year with an improved first contact resolution rate of 85%. The improvement amounts to approximately 1,000 additional cases per month that are resolved at first contact saving time for drivers and keeping them on the road. We’ve also been able to answer their calls more quickly by decreasing the average speed of answer from Q2 to Q3 achieving a 41 second speed of answer. We look forward to sharing continued improvements with you in the future.
Our mobile app is gaining popularity as an alternative to using our Driver Care team. We saw a record high number of drivers utilizing the app with more than 60,000 users. Drivers love using the app to log their personal mileage and to locate maintenance providers and fuel stations. One mobile app feature we’d like to highlight is the fuel pin locator. Drivers can find out their fuel pin by asking Elle or using the Glovebox feature; it is one of the main reasons drivers call.
Maintenance
We continue to see positive driver feedback around their maintenance and repair experiences, maintaining a driver satisfaction above 85% year to date with key factors being outstanding customer service, quality of service and faster repair times. The vendors where we see the highest satisfaction are Firestone, Goodyear & Michelin – all exceeding 90% driver satisfaction rates. To ensure your drivers have a smooth experience, we continue to encourage reviewing and increasing your current maintenance authorization limits to ensure that your drivers don’t encounter added downtime while getting routine maintenance or simple repairs completed.
We’d also like to emphasize that repairs and maintenance will still be serviced under the LeasePlan USA name. Also, please remind your drivers to show their Vehicle Maintenance Guide when they take their vehicle to the shop. If your drivers encounter any issues at a service provider, they should let their service centers know they are a legacy LeasePlan USA customer and or have them call your designated driver assistance number. Your drivers can also call 800.323.6644 and choose option 3.
Fuel Program
In Q2, we kicked off our transition to the WEX Millennium Platform. One key benefit of this platform is the experience around replacement fuel cards. WEX provides faster turnaround times because the cards are shipped directly from the vendor. We have migrated 80% of our accounts to the new platform and we are on track to have this transition completed by September.
Remarketing – Used Vehicle Market Update
The used vehicle market continues to adjust to as we progress further from post pandemic supply challenges. After several weeks of declines across the board, the market appears to be leveling off. Full-size pick-up trucks are still trending slightly downward adjusting approximately 3% in market correction over the last eight consecutive weeks as fuel pricing remains slightly higher due to seasonality.
Consumer sentiment remains a considerable influence as interest rates for used vehicles remain in the low to mid double digits impacting the consumer monthly payment.
- New car sales are trending higher than most previous years. Days’ supply at 44 and still well below pre-Covid levels.
- Inventory levels 57% below the same period in 2019. Conversely the used vehicle days supply is approximately 50 days and dealers are seeking units that are at or near retail ready to minimize days in inventory.
License and Title
We continue to prioritize ways to improve on-time renewals for your drivers. Below are a few suggestions for drivers to decrease renewal cycle time:
- Check for notifications: From 90-120 days prior to the registration expiration date, ensure your drivers are consistently checking their mail or email (depending on how they’re set up to receive reminders). These reminders will help drivers have a clear understanding of renewal instructions and next steps required.
- Complete inspections early: If an inspection is needed, ensure your drivers complete the requirements as soon as possible after receiving the notification from LeasePlan to avoid delays.
- Confirm with Wheels: It is imperative that your drivers provide confirmation once the inspection has been completed. The easiest way to do this is by clicking the button in the email notification we send which will enable us to apply for the renewal earlier decreasing the likelihood of an expired tag.
- Avoid delays: Ensure seamless renewals with continuous insurance coverage.
We have recently noticed that many states now require proof of coverage in cases where insurance lapses occur between the insurance company and the DMV. To avoid any delays in renewals, it’s crucial for the insurance carrier to electronically report valid coverage to the DMV. Please note that some states require VIN-specific proof of coverage during lapses.
We understand the potential inconvenience this may cause, and we are here to assist you throughout the process. Please reach out to your account manager if you have any questions.
Up Next