Case Study

How One Auto Lender Modernized Loan Payments

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 moBills, 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

  1. A large auto loan servicer did not have a unified customer experience across payment channels
  2. Very little account information was available online and there was no centralized way to make payments
  3. Each payment type offered a different experience
  4. 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 moBills, 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%

Customer:

car icon

Anonymous Auto Lender

Industry:

Auto Finance

Company Size:

51- 100 employees

Location:

United States

Solution: