CARRUSLiNK

    Guide · Leasing customer follow-up

    Leasing customer follow-up: the 3-month re-lease playbook

    Most leasing companies lose half of their re-leasing potential because they contact the customer too late — or not at all. Here is the concrete playbook that starts 90 days before expiry and maintains the dialogue until signing.

    Last updated:

    Short answer

    Start the re-leasing dialogue 90 days before expiry. SMS trigger to the customer, task assigned to the dedicated salesperson, proposal for a new car based on the customer's profile, follow-up every 14 days until they either sign or decline. Industry benchmark: 35–55% re-leasing rate when the flow runs automatically.

    Why follow-up fails today

    • No automatic reminder 3 months before expiry
    • The Excel sheet is checked 'every now and then' — typically too late
    • Salesperson calls from a cold list without context on customer history
    • The customer's new requirements are not structured anywhere
    • When the customer doesn't answer the first time, follow-up dies
    • The lessor takes over the dialogue and finds another solution for the customer

    8-step re-lease playbook

    1

    Day -90: Auto-SMS to the customer

    'Hi [navn], your lease on [bil] expires on [dato]. Shall we find a new car for you?' Link to book a call or answer 3 questions about preferences.

    2

    Day -90: Task for dedicated salesperson

    The task automatically lands on the salesperson's daily list with full customer history, contract, mileage, and proposals for 3 potential new cars, without anyone having to remember to create it manually.

    3

    Day -75: Personal follow-up

    If the customer has not responded, the salesperson calls. Not as a cold call — with full context on the screen.

    4

    Day -60: Proposal for new car

    Based on the customer's profile and inventory: 2–3 concrete proposals with monthly payment, delivery date, and signing link.

    5

    Dag -45: Genovervejelse-SMS

    'We still have [model] ready for you. Shall we reserve it?' Pushes customers across the finish line who would otherwise postpone their decision.

    6

    Day -30: Last-chance follow-up

    Personal call from sales rep. If no answer, the customer is moved to the 'win-back' queue in the CRM tagged for 6 months later.

    7

    Day -15: Logistics & return agreement

    If a new agreement is signed: arrange vehicle return. If not: schedule return inspection visit.

    8

    Day 0: Vehicle return + intake

    The vehicle moves through the return process: photos, reconditioning, advertising. Ready for the next lease customer or direct sale.

    What you get from an automated re-lease flow

    35-55% genleasings-rate

    Industry benchmark when the process runs from day -90 instead of a cold call on day -14.

    Never miss an expiration

    The system tracks every contract date. No spreadsheets, no 'oops, that was yesterday'.

    Sales reps with full context

    When the sales rep calls, they have the customer's entire history, last conversation, quotes, and contract on screen.

    Car ↔ customer match

    If the customer wants a specific model and the car is incoming from another lease agreement — match automatically.

    No radio silence

    When the customer doesn't respond, the process continues. Every 14 days, structured, until signed or declined.

    The dialogue stays with you

    The lessor does not take over. You own the customer relationship — and with it, the next deal.

    Frequently asked questions

    See the re-leasing workflow run on your numbers

    30 minutes. We demonstrate the workflow using your contract volume and calculate how many lease renewals you would have signed last year if the workflow had run automatically.