Business Process Optimization For D&M Car Leasing

D&M Leasing was established in 1976 by two Dallas area automobile dealers. The company was later sold to D&M Leasing’s current management and has become the largest consumer car leasing company in America. D&M Leasing has thousands of satisfied customers and attributes over 75% of business to repeat and referral customers. We make the leasing process easy, and our agents treat our customers like family. Today, D&M Leasing proudly serves all the North Texas and Greater Houston areas.

About the Project

01
Challenge
D&M Leasing confronted several significant challenges. Firstly, customer interaction records were fragmented, stored in individual employees' agendas, leading to a lack of centralized evidence and operational inefficiencies. Secondly, the support process for recurring customer issues lacked structure, causing delays and reduced efficiency. Thirdly, communication gaps emerged when employees were unavailable, resulting in lost client interactions, customer frustration, and service disruptions.
02
Key Requirements
- Centralized and streamline customer interaction records
- Detailed business analysis reports for informed decision-making
- Improved communications and ensure continuity in customer interactions
03
Solution
AgainAgain Agency embarked on a project to optimize its business processes and enhance customer support. The key components of the solution included the development of a centralized customer support service, providing comprehensive information about financing solutions, services, and promotions. This platform streamlined support for various services and consolidated customer interactions and feedback. Additionally, AgainAgain Team implemented detailed business analysis reports to inform decision-making with data-driven insights. The company also focused on finding alternative solutions to recurring issues, reducing the need for redundant support processes. Several outbound services were introduced to further improve customer satisfaction and refine leasing contract management.
04
Achievements
- Operational efficiency enhanced
- Customer satisfaction
- Effective contract management
05
Tasks were fulfill
- Developed centralized support service
- Introduced outbound services

Results

AgainAgain Agency significantly enhanced operational efficiency through streamlined processes, addressing fragmented customer records, and eliminating communication gaps, enabling more prompt and effective customer service. Customer satisfaction soared, with a complaint rate under 1% over a decade, emphasizing customer-centric approach facilitated by streamlined processes and improved support. The company consistently exceeded Service Level Agreements (SLAs) by responding to inquiries within 30 seconds, reaffirming its reputation for responsive and efficient customer service.

SLA: in 30 seconds
>85%
Collection rate
>90%
Complaint rate during the 10 years of collaboration:
<1%

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