Operational Update – Illinois – June | Wheels
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Operational Update – Illinois

Registration 

  • We completed 88.8% of the planned renewals before expiration. 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 23% of the renewals were linked to a needed vehicle requirement – up 5% from April. Our goal is to have 75% received 45 days before expiration, however we only received 40% from drivers. 

Acquisitions 

  • Our Delivery Status team is focused on the oldest outliers (defined by vehicles at dealers > 30 days). In May, the total number of vehicles at the dealer decreased by 11%, while the number of vehicles aging over 30 days at the dealer dropped by only 2%. The team is actively working the aging units and our KPI performance increased by 2%.     
  • The Out-of-stock team managed 1,044 requests in May and averaged 4.5 days to locate vehicles for our clients. We are seeing cycle times around 16 days end-to-end process to secure a vehicle from a dealer.  
  • Dealer inventory for Out of Stocks continue 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.). 

Maintenance 

We released MAP2.0 with our IL team in May, expanding digital capabilities and providing shops with more ways to electronically process repairs.  We experienced an increase in call volumes caused by a combination of factors, primarily related to onboarding our Maintenance team and independent vendors to our new digital tools. This impacted contact center metrics. Several actions were taken to reduce wait times and average answer speed has improved to near normal levels.  

Remarketing  

  • 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 Care Call Center 

In May, the Illinois Driver Contact Center continued to see increased call volume driven by recent improvement changes the maintenance system. This has temporarily impacted accessibility and increased wait times. We are dedicated to improving accessibility and in June, we have seen a decrease in the average speed of answer as we continue to deliver on our commitment of First Contact Resolution by achieving a 97% FCR for May. 

Request Management / Responsiveness 

  • 84% (target is 85%) on 56,283 requests for Estimated Completion Date for requests. 
  • 6.3 days was the average cycle time to close a request case. 
  • 63% of the requests continue to be resolved within 2 business days. 
  • 72% were resolved within 4 business days.  
  • 5% of requests are taking >30 days to close due to transactions with longer processing lead times. The highest trends in May included state transfers and duplicates/amendments/replacement plates.