case studies

LeasePlan: Global Automation

THE CHALLENGE

LeasePlan is one of the world’s largest providers of personal and commercial vehicle leasing and fleet management services. Operating in 28 countries, LeasePlan faced the challenge where each jurisdiction largely operated independently with its own on-boarding, credit risk, KYC and operational systems.

LeasePlan therefore recognised that it could achieve great efficiencies and improved customer experience by automating the process of ordering and managing vehicles using solutions designed to be used by all its global entities. An important element of this transformation journey was to allow its customers to order, maintain and return a leased vehicle completely online, with no need to visit a showroom or speak to sales representatives.

OUR SOLUTION

LeasePlan made a strategic decision to use Pega as one of the platforms required to manage the end-to-end process following the point of a customer making the decision to lease a vehicle, or fleet of vehicles. This required establishing an enterprise digital transformation initiative, involving several different streams including Global Onboarding, KYC/CDD, Credit Risk, Fleet Operations and Online Checkout.

To ensure consistency of delivery and maximum reuse of common assets, LeasePlan created a Pega Centre of Excellence (COE) to establish best practices and standards and then to oversee the various streams to monitor adherence.

ai4process are proud to have played a major part in each of the delivery streams, providing expertise in the best practices and new ways of working that allowed LeasePlan to get the most from their investment in the Pega technology by leveraging the latest features of Pega Infinity.

THE OUTCOME

LeasePlan have now gone-live in several countries, where its customers can be on- boarded, order a vehicle, arrange delivery, make finance payment arrangements and check-out online. The overall timeline of the sales process from on-boarding to online checkout has been reduced by 75%, and many steps in the previous process have been completely removed.

2023 will see these common processes rolled out to further countries around the world, with local specialisations to meet the regulatory and market requirements for each country.

Lex Ruijter, LeasePlan’s Pega Global Application Manager said,

“We have been delighted to work closely with the ai4process team on this journey and see them as a key strategic partner as we move forward with the roll-out of our suite of Pega applications throughout the LeasePlan Group”.