Wheels Delivers a Customer-Centric Approach to Fleet Management

Originally published by Fleet Management Weekly.

There is no shortage of fleet management companies providing comprehensive solutions to enhance fleet efficiency and stability. While many fleet management companies offer a generic, one-size-fits-all solution, others take a more tailored approach, considering the specific needs of each client to help them achieve their objectives.

One such fleet management company is Wheels, the recently formed organization that merged Wheels, Donlen, and LeasePlan. Before the merger, the one thing that each company shared above all else was a commitment to customer service and an unwavering client-centric approach. Now, Wheels delivers a personalized approach for every client, whatever a fleet’s needs–whether they’re on the journey to electrification, focusing on reducing driver risk or looking to maximize operational efficiency.

Wheels manages over 4 million vehicles in 61 countries worldwide, with over 900,000 vehicles in North America alone. They work with fleets of all sizes, managing a wide variety of clients from industries ranging from agriculture to construction to government. The company offers the most comprehensive set of fleet and mobility solutions in the industry, handling mobility needs such as:

• Fleet leasing
• Vehicle acquisition and upfitting
• Maintenance
• Fuel & EV charging
• Vehicle telematics
• Mileage reimbursement
• Remarketing
• Accident management
• Tolls
• Ride-hailing solutions
• Pool Management

We recently sat down with Elizabeth Wills, Senior Vice President of Client Services at Wheels. Wills has been with Wheels for almost two years, but before that, she spent eighteen years at Donlen. Throughout her career at Donlen, Wills built up an extensive history working with and serving customers, giving her a unique perspective on what customers really need. As SVP of Wheels, Wills has been instrumental in driving the company’s customer-driven approach and providing fleets with the tools they need to be successful.

Here is how our conversation went:

What does “customer-driven” mean to you?

To me, being customer-driven means placing the client at the center of everything we do. It’s about actively listening to their needs, understanding their pain points, and consistently delivering the service they expect.

It’s not just about providing a service—it’s about building long-term partnerships by anticipating needs and working to exceed expectations. That includes being reliable and responsive, addressing concerns quickly, and always delivering on our promises. It’s about creating value, staying agile, and making sure our clients feel heard, valued, and supported every step of the way.

We are living in a time of constant change. How do you help customers deal with change?

In times of change, I’ve found that clients look for stability and guidance. I focus on being a trusted advisor—someone they can count on to communicate openly, provide innovative solutions, and offer reassurance.

I believe in staying ahead of the curve by helping clients anticipate changes before they happen and responding quickly to any shift in their needs. That might involve supporting them through new technologies, market changes, or operational adjustments. My goal is to ensure they feel informed, supported, and confident as they navigate change.

What advice do you have for giving the best customer service?

Giving the best customer service is more than just providing solutions—it’s about creating an experience. I always approach interactions with empathy and a genuine desire to help.

Listening carefully is key—not just to what the client says, but also to what they may not say outright. Sometimes their real need is just under the surface, and it’s our job to understand that. Timeliness and transparency also matter. Clients appreciate it when you keep them informed and follow through on what you’ve promised. And small personal touches—like remembering important details—go a long way in building strong relationships.

Who inspires you and why?

I’m inspired by leaders who show resilience and a genuine commitment to serving others. One former leader stands out in particular. They taught me that leading with empathy is powerful—and that true leadership isn’t about authority, but about lifting others up.

I’m also inspired by my clients. Their challenges, growth, and success stories motivate me to keep evolving and improving. When I see a client thriving because of the partnership we’ve built, that’s the most powerful inspiration I could ask for.

How is the way you deal with clients different from your competitors?

I love helping other people. I love helping develop solutions to meet my clients’ needs because they’re not all cookie-cutter. We might be providing the same type of service for them as someone else, but we aren’t necessarily providing it in the same way in terms of how we execute it for them to be successful.

We have to be creative. I have to ensure that my team provides the proper foundation for our clients so we can consistently deliver the things they need to succeed. So, I’m excited to be able to share a lot of that with our clients, our other vendors, and our partners. It is exciting to see the different ways you can explore being client-centric and delivering what people need.