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NGDA, the upcoming digital transformation at LeasePlan
LeasePlan is currently driving a wide-ranging digital transformation project called ‘NextGen Digital Architecture’ or NGDA for short. It will allow us to better meet your expectations, operate more efficiently and improve the quality of the service and products we offer you. There’s a lot coming up over the coming year, so we wanted to take this opportunity to tell you a bit more about what we’re doing.
If you’ve been a customer with us for a while, you might remember we first talked about this in 2019. But then there was a global pandemic. This did speed up a few elements of our plans – particularly those around online interactions and working from home – but many others had to be temporarily shelved as we focused on supporting our customers through a difficult time.
Doing more to support you
So, what are we doing? The easiest way to put it is that we’re digitalising the entire LeasePlan customer journey, so we can build better relationships and improve your overall experience. This means sweeping away our legacy systems, including NOLS (our ‘New Operational Leasing System’), which was world leading for a long time.
We’re replacing them with new ‘NextGen’ systems that mean we can be faster, more digital and more flexible. It’s technology that will allow us to meet the demands of your fleet, your business and your drivers, as well as the needs of our suppliers and our own employees, much more quickly. This includes providing services whenever you need them - not just from 9am to 5pm.
A small selection of the improvements we’re planning
You’ll hear a lot more from us about this transformation and specifically about the new MyLeasePlan over the coming months, but we just wanted to highlight a few of the specific benefits that you’ll feel:
- We’re introducing a new and improved app and portal for our Customers and their Drivers to manage every aspect of their lease...wherever they are, whatever the time.
- We’ve increased our incoming phone line capacity from 60 analogue lines to 1,000 digital lines – with the scope to scale it up even further if necessary.
- We’re in the process of joining up all our digital interactions and touchpoints using interchangeable Cloud-based systems to get the benefit of big data analytics and build more individual profiles for each customer, so we can offer more personalised support.
- When it comes to quoting we’re enabling intuitive search for car and mobility solutions beyond make and model, including trim levels, standard features, options, technical data and more.
- We’re also piloting our Supplier Integration Management System (SIMS) online platform built by LeasePlan that automates vehicle maintenance approval process and helping to reduce downtime and costs associated with repairs.
Above all we think you’ll feel the benefits most with your interactions with your LeasePlan Account Manager – who’ll spend less time tied up with analogue processes and more time providing digital insights to deliver real value to you.
We’re very excited about NGDA and we’re looking forward to keeping you updated about everything we’re doing.
In the meantime, if you have any questions, please speak to your LeasePlan Account Manager who will be happy to answer any questions you may have.
