Manheim Announces Client Services Group

By Staff Writer June 09, 2021

Manheim has established a new Client Shared Services Group, part of its nearly $100 million investment announced earlier this year, to better align the varied needs of its clients.

Dana Lowenthal has been promoted to vice president and will lead key support operations, with the goal of matching clients to the right expert to resolve their issues faster, while enhancing satisfaction.

As more clients move to online channels, demonstrated by 80% of Manheim’s transactions occurring digitally, it became a challenge to provide consistent in-lane and digital sales procedures to meet diverse client needs.

 ”An extensive review of our auction processes, combined with client feedback, resulted in our decision to align all of Manheim’s shared services within one group,” said Grace Huang, president of Manheim.

The group’s structure is designed to simultaneously provide both a high-touch client experience and a high-volume delivery system.

The newest addition to Manheim’s shared services is title processing. The Title Shared Services Center in Carmel, Ind., is operated by Manheim and, while originally set up for commercial clients, its success led to offering a similar solution for dealers. Today, this centralized site processes nearly two million titles annually.

Lowenthal has been tapped to lead this new group. As vice president, client shared services, Lowenthal and her team will support Manheim’s 24 Market Centers nationwide, including call center operations, vehicle arbitrations, virtual block clerks, title services and commercial pre-and post-sale operations. 

Lowenthal began her career with the Cox family of companies in 2008 providing guidance on new technologies to Cox Newspaper websites before transitioning to the digital space at Manheim where she held roles of increasing responsibility, rising to senior director of technology. In 2015, she transitioned into field operations as assistant general manager of Manheim Palm Beach. Most recently, she served as general manager of Manheim Central Florida where she achieved record-setting operational and business performance.

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Last modified on Wednesday, 09 June 2021 22:50