|
Company: Donlen, Bannockburn, IL
Company Description: Fleet management is moving in a new direction and you'll want a trusted partner for the road ahead. Headquartered in Bannockburn, Illinois, Donlen develops innovative fleet management technology solutions and offers a proactive, hands-on approach to customer service. Donlen listens to your needs, truly understanding your business, and guides you towards a more successful future.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Automotive & Transport Equipment - Medium
 Nomination Title: Donlen
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since January 1 2020, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
We are submitting a written nomination with supporting attachments.
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 200 words used.
Donlen is a full-service fleet management company, providing innovative solutions for the widest range of assets in the industry across the US and Canada. With more than fifty years of dedication to the fleet industry, Donlen is the most customer-centric and technically advanced provider of fleet management solutions. Customers praise us for personal service, customizable approaches, proprietary tools, data availability across all applications, and of course, our people.
History and Past Support
Founded in 1965, by the 1970s Donlen was a fleet innovator. In the 80s, we became technology leaders through pioneering computer-based fleet leasing, taking weeks off of the vehicle ordering process.
Donlen has always invested in people, processes and technology. By advancing technology, we supported our people in creating outstanding customer service. In the ’90s, we developed a computerized system specifically designed to improve customer service speed and efficiency. Donlen introduced the first fleet app and was first to go paperless.
We take pride in past accomplishments and look forward to future innovations. With a new parent company, Athene Capital investment, Donlen is poised for an aggressive Next Era of growth further supporting clients: acquisition of autonomous vehicles, urban mobility initiatives, and guidance through recent supply chain disruptions.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 237 words used.
In 2021 Donlen began our Next Era initiative through recent technology accomplishments, customer service and continued promotion of a strong corporate culture.
Technology Innovation
Building on FleetWeb®, Donlen’s award-winning fleet platform and decades of technology investment, we are moving to the next era in technology advancements:
The Donlen Risk Center - This industry-first solution provides actionable intelligence identifying high-risk drivers, and was a 2021 winner of the BIG Innovation Awards.
Recall inSIGHT - Because vehicle recalls can play a large role in the safety and liability of a fleet, this tool identifies open/closed recalls sorted by campaigns.
Supply Chain Support
During the pandemic of 2020, and into 2021, we have been guiding our customers through supply chain disruptions compounded by OEM chip shortages, working with manufacturers, dealerships, and alternatives, seamlessly supporting clients.
Client Services
In 2020 and 2021, the implementation of new customer service models, has resulted in our recent successes:
- Our client retention rate was over 98 percent; customer satisfaction rate was over 95 percent.
- The strategic consulting team increased analytics reporting by 101 percent, while identifying more than $250 million in savings.
- We have consistently recorded a high net promoter (NPS) score that is above the averages of the industry’s largest competitor.
- In 2021, Donlen was named a top 100 Global Outsourcing Provider for the 15th year, a winner of two Stevie® Awards in the customer service category, and a winner of two Titan Awards.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 249 words used.
Donlen is unique because of our dedication to workplace cultue, proven by inclusion on Chicago's "Best and Brightest Company to Work for" listing for the past six consecutive years. We believe that a strong corporate culture permeates the organization and is reflected in our high client satisfaction numbers.
Customer Service
Donlen’s Customer Service vision is based on customer feedback. While we have consistently high performance stats, in 2020-1, we proactively realigned our strategy and goals to show our commitment to best serving our customers. through the implementation of “AREPA,” a company-wide methodology which stands for:
- Availability – help available when customers need it.
- Responsiveness – quick in customer responsiveness
- Expertise – sharing expertise based on employee experience
- Proactivity – anticipating and providing insights and solutions
- Accuracy – ensuring the work is error-free and timely.
“AREPA” is both an internal and external vision. As a result, Donlen was recognized as one of the Best and Brightest Companies to Work for in the Nation.
Technology
Donlen continues to develop Next Era technology initiatives. An example in 2021 was the purchase of automomous verhicles.
In 2020, as the fleet industry turned its attention to Last Mile Delivery, [REDACTED FOR PUBLICATION] for autonomous last mile delivery, placing our first pre-order for 1,000 autonomous vehicles. We will be offering delivery as a monthly subscription service. This puts us in the company of other corporate visionaries such as Amazon and Walmart who expect to develop such fleets in 2022.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 53 words used.
In response, we have added the following PDF attachments:
1_Donlen Overview
2_Donlen Customer Process and Satisfaction Ratings
3_Donlen Strategic Consulting
4_Donlen Technology Accomplishments
5_Donlen Unbundled Lease Services
6_FleetWeb Intelligence
7_Five Powerful Tactics to Optimize Your Delivery Fleet
8_Your BEV Journey
[REDACTED FOR PUBLICATION]
10_Hertz Global Holdings Completes Sales of FMC Leader
| Attachments/Videos/Links: |
|---|
|
