For one large auto loan servicer, meeting the needs of its customers meant not only improving its existing platform, but also adding new, popular payment methods and channels — all to drive greater satisfaction while reducing call volumes and confusion. See how they leveraged ACI Speedpay, including ACI Walletron, to reduce call center volumes, raise satisfaction and increase self-service and recurring payments.
“From the start, it has been a real partnership, where the focus is on how we can leverage ACI’s expertise and ACI can help support our growth goals.”
COO
Auto Loan Servicer
The challenge
- A large auto loan servicer did not have a unified customer experience across payment channels
- Very little account information was available online and there was no centralized way to make payments
- Each payment type offered a different experience
- This inconsistent process led to heavy call center volumes
The solution
- The auto loan servicer selected ACI Worldwide due to its ability to seamlessly integrate with existing loan servicing software
- The loan servicer converted its platform to the ACI Speedpay solution to deliver a seamless online billing and payments experience
- The auto loan servicer also added additional capabilities, including ACI Walletron, to give its customers mobile payment and billing options
The results
- Through its expanded and simplified payment offerings, the auto loan servicer has reduced inbound call volume by 20%
- 30% of new customers now enroll in mobile payments
- Interactive voice response payments have increased by 89% and recurring ACH payments have increased by 20%
