End of Lease Program

Research showed GM lessees were unsure of next steps when nearing the end of their lease term. They received multiple communications from different GM entities, giving them lots of information – but not clear, actionable steps. To provide a better lessee experience, we audited and condensed communications into one easy-to-understand End of Lease program.  Lessees now receive eight touches in the last year of their lease, including a detailed timeline/checklist, data-driven selections for their next vehicle, financial services and personalized offers.