Operational Update – Georgia
On the Registration front, we completed 91% of the planned renewals before expiration in December. 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 December, 12% of the renewals were linked to a needed vehicle requirement. Our goal is to have 75% received 45 days before expiration, however we received 30% from drivers in December. Wheels continues to send communications to the drivers with missing requirements; however, securing vehicle requirements remains our largest opportunity to drive our completion percentage higher. On average, we receive the state requirements from drivers 56 days before expiration and 10% go to ‘Final Letter Document’ not received. The average days to completed before expiration is 45 days.
Looking at Acquisitions, we continue to focus on timely vehicle deliveries and saw a decline in vehicles waiting to be delivered at dealerships. The total number of vehicles at dealerships increased by 15% in December. Our Delivery Status team is focused on the oldest outliers (defined by vehicles at dealers > 30 days) and these increased by just 10% this month. The total number of open orders not yet received at the dealer decreased by 6% for Wheels in December.
We realize the importance of keeping your vehicles on the road and our Maintenance team works to achieve exactly that. For December, our Maintenance teams answered a total of 104,466 calls and achieved an average speed to answer of 127 seconds. We continue to monitor call patterns and weather-related incidents and staff to the needs of our drivers and repair facilities.
Our Remarketing team continuously monitors the wholesale market to assure our clients are receiving the highest market value for their vehicles. December’s market results finished at 101.3%, slightly lower than our YTD at 102.0 %. December days to sell were slightly elevated at 31.3 days vs. 29.1 days the previous month due to the holiday. Auction transportation is improving at 6.7 days compared to 7.2 YTD average.
Our Alpharetta Driver Care Call Center achieved a First Contact Resolution rate of just over 86% for the month of December. Driver Care did experience record high call volume during the second week of December which resulted in an increased average speed of answer. During this time, drivers were given a callback option through Sure Connect, which returned calls in the order they were received. They were also provided with an email and voicemail option in which they could communicate or record their requests. Driver Care used all available resources and was able to ensure that all driver voicemail and email requests were responded to, and /or resolved and communicated within 24 hours from the time they were received.