The Challenge: When Service Starts to Slip
For decades, W. W. Norton & Company, Inc., the largest and oldest employee-owned publishing company, worked with a fleet management provider. After the provider was acquired by a national fleet management company, the experience began to change.
Responsiveness and accountability soon became concerns for Jim Gibson, Vice President, Sales Support Manager.
“Customer service became more difficult over time,” Gibson said. “Phone calls weren’t always returned, and sometimes we needed to follow up several times to get answers or updates.”
Response times varied widely—from same-day to several days or longer, frequently requiring multiple follow-ups, adding administrative time, and making it more difficult to manage day-to-day fleet operations efficiently.
In one case, an incorrect charge first reported in September 2024 remained unresolved for several months. These issues created operational challenges, including registration delays affecting multiple vehicles across different states.
“I became used to checking on everything—confirming orders and vehicle pickups. It became part of my routine.”
The Turning Point: A Proactive Approach
When Motorlease reached out to Gibson to explore how the company might support W.W. Norton’s fleet, the conversation quickly revealed a different approach.
What stood out immediately was the level of engagement.
Motorlease team members Marianne and Amanda connected with Gibson to discuss W.W. Norton’s needs and fleet goals.
During one conversation, Motorlease alerted Gibson to an upcoming factory order cutoff that had not been communicated. Acting quickly allowed W.W. Norton to adjust its ordering process and avoid delays.
That proactive guidance became a key factor in W.W. Norton’s decision to transition part of its fleet.
“They didn’t have to tell me that. At that point, we hadn’t even decided to work together. They were simply helping.”
The Motorlease Approach: Responsive, Personal Support
As W.W. Norton began onboarding with Motorlease, Gibson immediately noticed a different level of service.
Communication became quick and reliable.
“Amanda usually gets back to me the same day—very rarely is it more than a day.”
Consistency was another major improvement. Over the years, Gibson worked with 11 different account managers with his previous provider. With Motorlease, he now has a dedicated manager who understands the fleet and follows through on requests.
“Things get done quickly, efficiently, and exactly the way I expected.”
Simplifying the Transition
W.W. Norton is transitioning approximately 32% of its vehicles to Motorlease while continuing to manage the remainder of its fleet with its previous provider during the phase-out process.
Motorlease has worked closely with Gibson to make the transition easier by:
- Helping select vehicle options that fit W.W. Norton’s budget and driver needs.
- Explaining factory ordering timelines and processes.
- Assisting with program setup, including fuel card coordination.
- Providing an onboarding presentation to explain how the new program works.
The onboarding presentation has already helped drivers understand when to contact Motorlease directly, reducing the need for Gibson to serve as an intermediary for everyday questions.
Early Results: Less Follow-Up, More Confidence
Although the vehicles are still in the initial stages of the transition, the difference in support is already clear.
Gibson noted that tasks discussed late in the week are often completed by the start of the next one.
“We had a conversation on Friday about three things I needed done, and by Monday morning, they were all taken care of.”
For someone accustomed to constant follow-ups, the change has been noticeable.
“I’m actually having to retrain myself not to check on everything,” Gibson said. “I actually look forward to speaking with Amanda.”
A Partnership That Makes Work Easier
While the full fleet transition will continue over time, Gibson says the biggest impact so far is the relief of working with a partner who takes ownership of the details.
“If I could share one thing with someone considering Motorlease, it would be how much easier my life has become. I don’t have to chase things anymore. Motorlease takes care of everything.”
Motorlease Fleet Management & Leasing Solutions