The Challenge
MotoNovo Finance’s plans for growth required a digital-first customer engagement strategy that could scale to meet the expected massive increase in customers. Key to success would be the adoption of customers to self-serve their agreements, without overloading the contact centre with inbound query and servicing calls. The channel had to be safe to use, easy to adopt and be rich in functionality. It also had to be capable of expanding to support future product lines, as the business grows.
At the same time, the FCA were starting their review of the motor finance market, with the focus on, “the potential for consumer harm and whether firms are adequately managing risks” . Market Analysts had started to advocate digital services as a way motor finance providers could tap in to the benefits already seen by banks, if only they could find the right partners with the capability to understand and adapt their solutions to the specifics of the industry.
The Solution
We provided an award-winning web and mobile app solution that enables their customers to safely register and sign in to manage their finance agreements securely.
Offering real-time, 24/7 access customers can view their agreement history, transactions and statements, make debit card payments, request a settlement quote and communicate directly with the contact centre through a secure messaging capability.
The Outcome
Since launching our digital platform, MotoNovo Finance have increased market share dramatically, yet sustained a manageable contact centre team size, thanks to the high level of engagement their customers enjoy through the self-service portals (both app and web).
Customer retention and repeat car sales are up, customer satisfaction has increased and the dealer network recognises the benefit of being able to offer finance through a provider who offers a digital channel that is both rich in functionality and simple to use.
