Manheim is adding another support pillar to make sure the auction giant is meeting the need of every one of its clients with the launch of a new client shared services group. The group is designed to deliver a more consistent client experience and to align the varied needs of its clients, the Manheim team explained in a press release Wednesday.

This move is part of it’s nearly $100 million investment announced in early 2021. Offering more insight into the move, Manheim brings us back to auction life before the growth of digital options, when many support services like arbitration and auction block duties were taken care of at the physical auctions. Now, with the rise in Manheim’s digital transactions (80% of Manheim’s transactions occur digitally, the company shared), it became harder to provide consistent in-lane and digital sales procedures to meet the needs of all of its clients. 

“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, in the press release announcing the news.  “This approach not only brings deep auction expertise to common client issues where solutions can be shared seamlessly, but also meets our commitment to delivering a more connected client experience.”

The group will be structured to provide both “a high-touch client experience and a high-volume delivery system.” 

Manheim offered this example: Arbitration will be handled by dedicated teams across Market Centers and regions, and virtual block specialists will be focused on sale-day operations. The company says this approach will produce more consistency for clients while ramping up efficiency across operations. 

Manheim also announced it has promoted Dana Lowenthal to vice president of client shared services. In her new role, she  “will lead key support operations, with the goal of matching clients to the right expert to resolve their issues faster, while enhancing satisfaction,” the company explained. 

As leader of the new group and and a new VP, Lowenthal and her team will work to support Manheim’s 24 Market Centers across the country. This includes managing call center operations, vehicle arbitrations, virtual block clerks, title services and commercial pre-and post-sale operations. Lowenthal, who began her career with Manheim in 2008, most recently served as general manager of Manheim Central Florida.  

“Dana’s knowledge of auction operations and technology, and a passion for serving clients, made her the ideal choice for this new and important group within our business,” Huang said.  “Her ability to manage high-performing teams toward a common service goal will greatly benefit our clients.”   

Story has been updated to correct Lowenthal's prior role.