IAA Tow Operations: Productivity and Performance

IAA created a world-class culture and set high standards for our delivery performance through a calculated rollout of enhancements to provide the industry's best tow experience for our customers. We hold ourselves accountable for over-delivering on our tow commitments as part of IAA's Operational Excellence, leading to the productivity and performance levels we see today.

Our main point of emphasis? Executing service level agreements (SLAs) for our customers. IAA created numerous internal parameters to ensure vehicle pick-up due dates were met. We improved our dispatch screen functionality to highlight and prioritize same-day pickups. We added additional training for our dispatchers to help better manage the truck resources of every branch's primary and secondary towers.

IAA also consistently optimizes workflows within the IAA Tow App to meet our SLA parameters and increase the productivity and efficiency of our towers. Drivers take images of vehicles in the Tow App rather than filling out a checklist, and receipts are uploaded within the app. They're also provided maps within the app for each vehicle to make pickups quicker and smoother, which is even more important after recently adding over 75 trucks to our internal fleet.

Enhancements to the IAA Tow App leads to better relationships with our towers, which in turn leads to increased performance and due-date compliance that helps IAA over-deliver on tow SLAs. We continue to hold ourselves accountable by tracking that performance daily and letting our customers know how we're performing. It is all part of our 5-Star Branch Scorecard that measures due-date compliance for volume and pickups to ensure we're meeting our customers' high standards for tow performance.

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