Improved order to delivery emails, including even more "need-to-know" info!

In July, we updated our Order to Deliver emails to drivers. These emails now include extra information on what drivers can expect with their initial registration. 

There are also two different communications – depending on who is completing the registration (LeasePlan or the Dealer). These communications provide drivers with clear next steps and what to expect throughout the registration process. 

This update was implemented based on direct feedback from drivers asking for help to better prepare for vehicle pickup. We look forward to continuing to measure how these improvements impact overall driver satisfaction with new vehicle delivery.

Meet our new Vice President, License and Title - Randy Purvis

LeasePlan is delighted to announce that Randy Purvis is the new Vice President of License & Title.

Randy brings with him over 25 years of business and operations management experience, with almost 12 years in the automotive title and registration industry. He has demonstrated success in executive-level management, including leadership positions at multi-billion-dollar international organizations like Reynolds and Reynolds, Assurant, FedEx and BHP. During his time at FDI/DealerTrack and Secure Title Administration, he led large teams that managed over 20M automotive titles and supported high volume workflows for the auto finance community, including several thousand financial institutions nationwide, to provide title and registration services for their portfolios. 

We are confident that Randy’s industry knowledge and expertise will help us significantly as we continue sharpening our own L&T services.

"I am excited to be taking on the role of Vice President, Operations – License & Title at LeasePlan. My experience in the auto title space strongly compliments the processes and strategies LeasePlan has in place, and I am looking forward to contributing to the success and growth of the organization!  I am anticipating many opportunities as we start to look at things differently, bring in new products, and adapt to the ever-evolving world around us. I look forward to meeting and working with many of our customers, partners and vendors," - Randy Purvis.

Living out the Customer First culture at LeasePlan!

This year, we introduced a new way of rewarding the LeasePlan teams that exemplify the Customer First attitude - consistently putting our customers at the heart of everything they do - when interacting with internal or external customers. 

Each month, one team is selected from the nominations and recognized for how they contribute to the Customer First culture at LeasePlan.

Meet our latest winners:

  • Driver Care: “This team has shown that they consistently provide a Customer First attitude with every interaction. Over the past year, this team delivers record results for first contact resolution, even with the growing number of requests. Based on driver feedback and an above-target quality assurance score of 97%, this team continues to focus on our customers in a friendly and professional manner.
  • Out of Stock team: “This team is always friendly no matter the obstacles they face, especially now with such a shortage of available vehicles. They are eager to share knowledge about a process or situation. They think outside the box and see possibilities that might otherwise be overlooked. Once a vehicle has been located, they will work diligently with the dealers to secure the vehicle. They understand the intricacies necessary in dealing with various purchase situations and will follow through.
  • Accounts Payable team: “The AP Team is the final step in our transaction. They know how important their role is each day, ensuring the driver can pick up their vehicle. Since last March when we left the office, we had to change some of our daily processes and relied on the AP team even more. They have gone above and beyond to take on new tasks. This team is always willing to help with any problems that come up. They are all very knowledgeable and wonderful to work with.
  • Office Services team: “This team has worked hard at assisting with various projects over the changing office environment throughout the last year. They’ve set up new mailroom processes and prepared the office for on-site employees, all while ensuring mail and workflow continues uninterrupted - in what has been a challenging situation with many employees remote or only onsite part time.

New ePlan resources to make managing your fleet anytime, anywhere easier

You said: Online tips & training for ePlan would be helpful. 

We listened: We launched our first two tutorial series – working with drivers & working with vehicles!  

Working with driver and vehicle records are two of the most frequently requested areas within ePlan so we want to be sure you’re equipped with the tools to: 

  • Add a new driver
  • Edit, change, or terminate a driver
  • Edit a vehicle or garage address

July will be the start to our new series - Vehicle Ordering! 

Reach out to your account team if you would like to receive ePlan tips & tutorials each month! 

In addition, we also have some exciting features coming to ePlan this year so stay tuned for more news! 

Your drivers' satisfaction matters!

You said: Driver satisfaction is important to you. 

We listened: We partnered with a new glass repair vendor in 2021 to deliver an all-around better driver experience! 

In 2020, we began to notice a slight dip in performance and driver satisfaction with our Glass Repair vendor and started researching other vendors. In 2021, we changed to our new vendor and here are just a few of the improvements that we’ve seen so far: 

  • Driver satisfaction from 4.35 out of 5 in 2020 to 4.5 out of 5 in 2021.
  • Technology – the addition of a much more robust app and call center has made it easier for drivers to book service.
  • Convenience – recalibrations are needed on about 70% of vehicles in our fleet. Our new vendor can manage this service on site, where our previous supplier needed to send the vehicle back to the dealer.
  • Cost – there has been no increase in the cost of glass repair and there’s $40 in savings if a recalibration is needed.

We’ve also been evaluating some of our other vendor relationships this year, so you can expect to hear more in the coming months about areas we’re anticipating improvement! 

Introducing Chris Watkins, new head of operations

LeasePlan USA is very excited to be welcoming Chris Watkins to the position of executive vice president, operations. Watkins brings with him experience from 12 years in executive leadership roles at Assurant along with a further 17 years working at Hewlett Packard. This experience brings a deep understanding of customer focused business operations with a focus on process improvement through clear metrics, enhanced performance and the use of technology. 

As LeasePlan USA looks to continually improve the level of service it provides for its customers, the choosing of an individual of Watkins' caliber in this position serves to further this ambition and solidifies LeasePlan's position as an industry leader. 

Meet Chris virtually at our Client Connect meeting this month on June 24th at 12pm EST.

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A word from Chris Watkins

"I am thrilled to be joining the LeasePlan team as executive vice president, operations. I am incredibly excited about this opportunity and eager to contribute to the journey as we help clients navigate through the evolving trends in fleet management, electrification of fleets, car-as-a-service, and other connected value-add services.

I am looking forward to working with our employees, customers and partners as we continue to ensure delivery and continuous improvement of the LeasePlan brand promise."