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%
