Garages, tyre fitters and body repair shops had to close down in many countries. Vehicles were locked up in the garages and could not be picked-up. So we had to make sure that clients affected received a replacement car to ensure their mobility.
In the first three months of the Covid-19 the number of vehicle service events dropped by 50%. The number of damage repairs went down even more significantly: close to 60% versus normal ‘pre-Covid’ operations. Seasonal tyre changes were delayed since there was no urgent need to do so. People stayed at home, cars were not being used so why bother changing your winter tyres to summer tyres. New vehicle issues appeared like dried out wiper blades, battery failure, but also more complex issues like water entering engines coming from the fuel tank due to the vehicles standing still for a longer period. This leads to the rusting of parts like your differential and your vehicle not being able to drive.
Your leasing partner as first point of contact
At LeasePlan we actively communicated with lease car drivers to consider us their first point of contact. We were in regular touch with our network of garages and knew which ones were operating and their availability. So we were in the position to guide lease drivers to the right garage avoiding long waiting times. Together with our preferred partner network we made protocols on how to service vehicles in accordance to the new health regulations. Sanitation of the vehicles after servicing became the standard.
Once the Covid-19 restrictions were released gradually across countries, the vehicle service requests started to come in again. Because of the peak in requests we still had to manage the inflow of service requests carefully to minimize the disruption in the daily life of our clients. We supported drivers the best way possible, offering services like guaranteed slot availability and pick-up and delivery services.