Operational Update – Georgia – June | Wheels
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Operations Update – Georgia


  • We completed 88.7% of the planned renewals before expiration in May. The largest opportunity for us here is completing the vehicle requirements in a timely manner to enable Wheels to complete the renewal before expiration.  
  • In May 27% of the renewals were linked to a needed vehicle requirement. Our goal is to have 75% received 45 days before expiration, however we received 41.7% from drivers.  
  • In May the average number of days for the drivers to meet the requirement was 45 days and 12% go to Final Letter Document not received. The percentage renewed 30 days before expiration was 68.58%.   


  • Our Delivery Status team is focused on the oldest outliers (defined by vehicles at dealers > 30 days). In May, we saw a significant increase in the number of vehicles waiting to be delivered at dealerships, which resulted in a 15% increase in the number of vehicles aging over 30 days at the dealer.   
  • Our Out-of-Stock team managed 692 requests in May and averaged 3 days to locate vehicles for our clients. We are seeing cycle times around 9 days end-to-end process to secure a vehicle from a dealer.   
  • Dealer inventory continues to improve year-over-year. Standard dealer pricing is MSRP, with some pockets / dealers showing invoice pricing on certain vehicles. We are only seeing markup pricing on select vehicles (Luxury, heavy duty chassis, etc.). 


The Alpharetta Maintenance Contact Center assisted the Des Plaines team with the transition to the Maintenance Incident Management System (MIMS) by load balancing calls between centers. This, in addition to receiving a high number of calls related to vendor setup and payment questions, increased average speed of answer. Several actions were taken to reduce wait times and average answer speed has improved to near normal levels. 


  • May finished in line with April at 99.4%. Current trends show the end of an early spring market, high interest rates, still low consumer sentiment, and a new presidential year.  Overall, we are comparable to last year’s market trends and wholesales seasonality is returning to pre-Covid times.      
  • May days to sell was 29.4 days, up 4.1 days from 25.3 in April. At the end of the spring market, we are seeing buyers being a bit more stringent on their purchases.  

Driver Contact Center 

  • In May, the Alpharetta Driver Contact Center reported a 27 second average speed of answer with 86% of all driver calls being answered in 30 seconds or less. Keeping drivers on the road and improved accessibility are a priority.   
  • First Contact Resolution achieved a respectable 83.0%, with 97.0% of all driver requests being resolved and communicated within 24 hours.