Car & LCV rental improvements

Driving success with Nexus 

Businesses need flexible, efficient and transparent vehicle rental services at their disposal. That’s why Lex Autolease partnered with Nexus Rental, a market-leading provider of corporate rental solutions, to streamline the vehicle booking process, increase vehicle availability and enhance customer support. 

The partnership formed in 2024, allowed the integration of Lex Autolease’s deep industry knowledge with Nexus’ advanced technology platform, delivering a seamless rental experience that addresses the evolving needs of corporate clients.  

Spearheaded by Steven Richardson, Senior Supplier Manager at Lex Autolease, and Dean Rose, Director of Strategic Accounts at Nexus Rental, the initiative has already delivered transformative benefits to customers. We spoke to both of them as they highlight their key achievements, customer benefits, industry context, and a forward look at how the partnership continues to innovate in the world of corporate vehicle rentals.

Enhanced system capabilities

One of the most significant transformations has been the introduction of Nexus’ Iris platform - a self-serve, online model that streamlines the entire process.

Customers can now submit booking requests directly on the platform, reducing administration time and improving the customer experience. The system’s flexibility allows fleet teams to set rules around vehicle booking approvals, which means that only authorised bookings move forward. The impact of this change has been significant: online bookings increased from 30-35% pre-launch to 50% post-launch, delivering major efficiency gains for both Lex Autolease’s team and its customers.

As Steven puts it: “The flexibility Iris offers us now is allowing us to approach customers that we never would have dreamed of before because the online solution didn’t work for them previously.” This innovation opens new market opportunities for Lex Autolease and enhances the experience for existing customers.

Unrivalled vehicle access and availability

Vehicle availability has seen a marked improvement since the partnership began. Under the old model, Lex worked with five primary suppliers. With the Nexus network, they now have access to a nationwide supplier base of over 320 partners, offering a broader and more diverse range of vehicles.

This shift has delivered a 99% fulfilment rate for customer bookings, up from 85% under the old model. As Dean explains, “If it’s got wheels — or sometimes even if it hasn’t — we can rent it.” The broader supply chain offers unique options, such as HGVs, plant vehicles, and specialist vehicles like cherry pickers and road sweepers. This enhanced offering has been a game-changer for public sector clients, who often require specialist vehicles to fulfil unique service needs.

Unprecedented Customer Support and Communication

A key measure of success in the rental market is the Net Promoter Score (NPS), which reflects customer satisfaction. The partnership has seen NPS scores nearly double from 22 pre-launch to 35 in the last three months. This growth is driven by enhanced communication and transparency, in addition to the elements mentioned above.

Nexus’ Iris platform provides drivers with real-time information on vehicle bookings, booking confirmations, and pre-delivery checks. Drivers are prompted to report any pre-existing damage before accepting the vehicle, which feeds directly into the system’s audit trail. This transparency reduces the chance of disputes later and builds trust with customers. Additionally, a live chat function ensures that drivers receive timely support whenever needed.

Tackling damage disputes with data and insight

One of the standout features of the partnership is its approach to damage claims. Historically, customers often felt that they were unfairly charged for pre-existing damage. Through the Iris platform, customers can now upload photographic evidence of a vehicle’s condition at the point of collection.

Nexus’ claims management team also review every damage claim submitted by suppliers before it is passed on to customers. This proactive review process has seen over 2,000 damage claims rejected, resulting in customer savings exceeding £1 million. This process ensures transparency and fairness, and it addresses a pain point that has existed in the rental sector for years.

Steven highlights the value of this change: “Every damage claim that comes in is reviewed by Nexus before it’s passed on to our customers. Over 20% of claims are rejected before customers even see them, saving our customers over £1 million year-to-date.” This innovative approach underscores Lex Autolease’s commitment to providing value and fairness to its customers.

Ongoing collaboration and partnership approach

Unlike many supplier relationships, the Lex-Nexus partnership is deeply collaborative. Steven and Dean maintain daily contact, ensuring alignment on key goals, service delivery, and continuous improvement. They meet regularly to review performance against service-level agreements (SLAs) and resolve issues quickly.

Steven notes: “It’s really a partnership approach of how we can look to move this forward, whether it is through enhancements to the system or delivering a better customer experience.” This collaborative approach has yielded consistent improvements across the board, and it’s a model that other leasing companies can learn from.

Yet despite its successes, the partnership hasn’t been without its challenges. The initial migration involved transferring 10,000 active bookings from the old system to Iris while making sure minimal disruption to customers. Lex’s meticulous planning and customer-focused approach enabled a smooth transition, with most customers reporting little to no impact.

Another challenge has been customer adoption. Some customers were initially hesitant to embrace the new self-serve model. To overcome this, Lex Autolease and Nexus conducted over 100 customer training sessions and webinars, guiding users on how to navigate the new system. This proactive engagement has driven the adoption of the Iris platform and strengthened customer relationships.

Future outlook and industry trends

Looking ahead, both companies are focused on further enhancing the service offering. One priority area is electric vehicles (EVs). While EV uptake is steadily increasing in the leasing market, it still lags when it comes to short-term rentals. This is due to higher rental costs and infrastructure challenges, such as charging availability. Nexus is working to address these issues, but progress will depend on broader industry developments.

Dean Rose explains, “The infrastructure just isn’t there in the rental market. Rental suppliers operate on tight margins, and if a vehicle needs to sit idle for a day to charge, that’s a day’s revenue lost.” Nevertheless, both companies recognise the potential for growth in the EV space and are exploring ways to increase availability and affordability.

 The Lex Autolease and Nexus partnership represents a step-change in the way corporate vehicle rental services are delivered. With game-changing system capabilities, unrivalled vehicle availability, proactive damage management, and a true partnership approach, customers are reaping the benefits. As the industry faces new challenges, from EV adoption to increased demand for plant hire, Lex Autolease and Nexus are well-positioned to lead from the front.

By focusing on customer needs, driving efficiency, and fostering collaboration, this partnership offers a blueprint for excellence in corporate rental services. The journey from manual forms to a fully digital, customer-first solution has been remarkable, and the future looks bright for Lex Autolease, Nexus, and, most importantly, their customers.