Operational Update: Q1 2025 | Wheels
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Operational Update:
Q1 2025

Registration

Illinois:  

  • We completed 90.7% of the active renewals (unadjusted for missing requirements) prior to expiration.
  • 13% of total renewals were linked to a vehicle requirement, and 31% of these were met 45 days prior to renewal expiration.   

Georgia: 

  • We completed 93.7% of the active renewals (unadjusted for missing requirements) prior to expiration.
  • 13.6% of total renewals were linked to a vehicle requirement, and the average days to requirements were met within 42 days.   

Acquisitions

Illinois:    

  • Our Delivery Status team is focused on the oldest outliers, defined by vehicles at dealers > 30 days. From Q4 2024 to Q1 2025, the number of vehicles at dealers went down by 147 vehicles. The number of aging vehicles increased by 248.
  • Our Out-of-Stock team managed 4,879 requests in Q1 and averaged 2.4 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:  

  • Our Delivery Status team is focused on the oldest outliers, defined by vehicles at dealers > 30 days. From Q4 2024 to Q1 2025, the total number of vehicles at dealers increased by 1,413 vehicles, while the number of aging vehicles decreased by 276.
  • Our Out-of-Stock team managed 1,844 requests in Q1 and averaged 1.9 days to locate vehicles for our clients. We continue to see cycle times around 9 days end-to-end process to secure a vehicle from a dealer.  

Maintenance

The Wheels Maintenance team achieved a significant improvement in Average Speed of Answer (ASA), reducing it by 145 seconds and ending the first quarter at 66 seconds. This progress reflects the positive impact of continued hiring efforts and operational enhancements.  

Remarketing

Wheels sold 84.8% of vehicles within 30 days. As duplicate titles come back in house we will see that percentage increase. In addition, 81.3% of vehicles were secured within 10 days. This average was down slightly from Q4 2024 due to winter weather conditions across the country.  

Driver Services

During Q1, the Driver Contact Center completed the onboarding of outsourced LLP Collision/Rental which slightly impacted our call volume service levels. We answered 72% of calls within 30 seconds and the average wait time was 65 seconds.  

Request Management

  • 81% of requests met the original Estimated Completion Date.
  • 7.2 business days was the average cycle time to close a request across all cases. 
  • 65% of cases that close within 2 business days per month 
  • 73% of cases that close within 4 business days per month 
  • 6% of cases that close >30 business days per month