Hospitality Delivers a Better Way to Buy and Sell Cars

by Mary Kay Wegner

Finding a better way is what we do at Vroom. It’s in our DNA. The team behind our national automotive e-commerce company is always looking at better ways to do things on the journey to making buying and selling cars more accessible for all.

Over the past year, 2020 to 2021, we’ve seen Phoenix residents embrace this disruption. Local-area purchases of vehicles through Vroom’s e-commerce platform climbed 56% and, similarly, the number of cars we bought from Phoenix residents increased by 95% over the same time.

At the heart of our unique Last Mile service that we’ve launched in Tolleson, and key to our ability to create a truly different experience for customers, is the hassle-free delivery and pick-up of vehicles directly from driveways, courtesy of our drivers. With an emphasis on customer service, Vroom is taking a unique approach by recruiting employees with hospitality and client service experience for our local Last Mile hub.

In our eyes, delivering this type of unique customer service to 4.8 million local residents within a 70-mile radius starts with how we treat our drivers. At Vroom, we believe everyone in the company should have a voice. Our drivers are just as valuable as our lawyers, accountants, data scientists and customer service colleagues and, as a result, our commitment to disrupting the industry extends to them, too.

We prioritize culture and safety with our drivers. We have created an environment that is inclusive and puts safety and emotional well-being at the forefront. We ensure they get home daily to see families and loved ones and have the benefits of healthcare and brand-new trucks and trailers. We are committed to enabling our drivers to live the lives they love.

The drivers who deliver and pick up cars for us are at the heart of our business, which is exactly why we are creating new opportunities for customer service-oriented operators and experienced drivers with commercial driver licenses (CDLs) at our hubs throughout the U.S. 

Mary Kay Wegner is chief logistics officer at Vroom, a leading ecommerce platform for buying and selling used vehicles.

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