Operational Update February 2025  | Wheels
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Operational Update February 2025 

Registration 

As part of our recent hiring initiatives, our team has been dedicated to comprehensive training, ensuring smooth day-to-day operations while maintaining the highest standards of quality. We’re also committed to continuous improvement, implementing new processes designed to further reduce cycle times and enhancing overall efficiency.  

Illinois Campus:  

  • We completed 93.3% of the planned renewals prior to expiration.  
  • 12% of total renewals were linked to a vehicle requirement, and 35% of these were met 45 days prior to renewal expiration.   
  • We also captured 87% of the plate data within 30 days.  

Georgia Campus: 

  • We completed 91.4% of renewals prior to expiration. 
  • 18% of total renewals were linked to a vehicle requirement, and the average days to requirements were met within 45 days.   

Acquisitions 

Illinois Campus:    

  • Our Delivery Status team is focused on the oldest outliers, defined by vehicles at dealers > 20 days. The number of vehicles at dealers increased by 4% in the month of January, however the number of aging vehicles decreased by 11%.  
  • Our Out-of-Stock team managed 1677 requests in January and averaged 3.0 days to locate vehicles for our clients. We are seeing cycle times around 11 days end-to-end process to secure a vehicle from a dealer.   

Georgia Campus:  

  • Our Delivery Status team is focused on the oldest outliers, defined by vehicles at dealers >20 days. We have recently added support to the delivery follow-up team. In the month of January, the total number of vehicles at dealers decreased by 11%. The number of vehicles at dealers aging over 20 days also decreased by 10%. 
  • Our Out-of-Stock team managed 451 requests in January and averaged 1.5 days to locate vehicles for our clients. We continue to see cycle times around 10 days end-to-end process to secure a vehicle from a dealer.  

Maintenance  

In January, the Wheels Maintenance contact center exceeded our service level goal, successfully answering 91% of calls within 120 seconds; well above the 80% target. Both Average Speed of Answer (ASA) and Average Handle Time (AHT) continued to improve, reflecting greater efficiency. Overall, all key metrics showed significant improvement compared to January 2024’s year-over-year performance. This progress reflects the positive impact of recent hiring efforts and ongoing operational enhancements.  

Remarketing  

  • We have a goal of 28 days to sell. We had a slight increase of 32.3 in January due to winter weather across the country and carry over from low sales volume during the end of 2024 holiday season.  
  • The number of days to transport also increased to 8.6 vs. our goal of 7.5 due to weather delays.  
  • January market value gained was 102% of market based on vehicles graded 2.5 out of 5 and above. 
  • The spring market has started, and we expect to see a slight increase in market value over the next few months. 
  • The 3-year-old index increased by 0.5% to 100.2%. This is about a full point higher than last year’s pace. 

Driver Services:   

In January, Driver Services continued its positive performance, achieving Service Level targets for the sixth consecutive month. The Driver Contact Center maintained a high standard of efficiency, starting 2025 with an overall service level improvement of 21.0% as compared to the same period last year.  

The contact center also demonstrated significant operational improvements, including a continued reduction in call-handling times.  

Request Management / Responsiveness  

  • 82% of 105,084 requests met the Original Estimated Completion Date for requests. 
  • 7.0 business days was the average cycle time to close a request across all cases. 
  • 67% of cases that get closed in 2 business days per month 
  • 75% of cases that get closed in 4 business days per month 
  • 6% of cases that get closed >30 business days per month