Operational Update – Illinois
Responsiveness
We continue to see progress on our operational responsiveness. For November, our compliance on Estimated Completion Date was 86% on 51,549 requests – versus our 85% target. In addition, the average cycle time to close a case was 7.3 days for the Illinois operations. 64% of the requests were resolved within 2 business days and 74% were resolved within 4 business days. Compared to last November, this is a 7% increase. We continue to see 5% of the requests taking more than 30 days to close and these are usually related to title changes or activities which have longer lead time items.
Compliance
On the registration front, we completed 93.7% of the planned renewals before expiration. The largest opportunity to drive compliance is obtaining completed vehicle requirements in a timely manner. This is critical for Wheels to complete the renewal before expiration. In November, 7.5% of the renewals needed a vehicle requirement. Our goal is to have 75% received 45 days before expiration, this month we received only 40% from drivers.
Acquisitions
For out-of-stock acquisitions, we continue to focus on timely vehicle deliveries. Our delivery status team is focused on the oldest outliers (defined by vehicles at dealers for more than 30 days). We had an uptick in the total number of vehicles at the dealer in November resulting in an increase in the number aging over 30 days of 19%. The total number of open orders not yet received at the dealer increased by 2% for Wheels in November.
We are continuing to see vehicle availability across the U.S. improve. In November, our Illinois operations purchased 1,126 out-of-stock vehicles. Vehicles such as the Ford Ranger still prove to be a challenge (impacted by the strike), but we are seeing more availability from cargo vans and hybrids. Recently Ford announced that they will allow dealers to re-invoice stock inventory with an end user’s fleet Incentive / agreement number.
Maintenance
Our maintenance team continues to work hard to increase vehicle uptime. For November, our advisors answered a total of 109,641 calls and achieved an average speed to answer of 78 seconds. We continue to monitor call patterns and weather-related incidents so that we can staff to support the needs of our drivers and repair facilities.
Remarketing
Our remarketing team continuously monitors the wholesale market to assure our clients are receiving the highest market value for their vehicles. November’s market results finished at 101%, slightly higher than our YTD at 100%. November Days to Sell elevated slightly from 28.4 days in October to 29.1 days due to the Thanksgiving holiday. Auction transportation is improving at 6.6 days compared to 7.5 days in January.
Driver Care
The Illinois Driver Call Center had a successful month despite increased call volume as drivers were reporting their year-end mileage. 81% of calls were answered in 30 seconds or less. First contact resolution remained high at 97%. As a reminder, our Drive Care team will be open to support your drivers for maintenance, collision, roadside, and fuel calls on December 25 and January 1.
