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A Leader in the Sub-Prime Auto Finance Industry Boosts Profitability

Gateway came to ACI to improve their customer experience, boost monthly payments collection rates and to improve the profitability.

The ideal solution would support customers and call center staff expedite phone payments on auto loans. It would also provide customers multi-channel electronic bill payment options, including mobile, web and interactive voice response (IVR).

Solution Sheet Product Sheet
Gateway Auto Finance

The Challenge

There are 18 ways for customers to pay their auto loans. Gateway wanted to give consumers the easiest and most secure way to pay on time.

  • Auto loan collections calls were too time-consuming for customers and staff.
  • Too many customers broke their promises to pay.
  • Gateway needed an electronic bill payments solution that would easily integrate with Shaw Systems loan-servicing software.

The Solution

  • Gateway collectors complete calls quickly with a three-click payments customer service interface from Shaw Systems and ACI’s UP® Bill Payment™ solutions.
  • Gateway was able to expand their easy payment options, including mobile, web, IVR and call payment channels for debit card and ACH payments.

The Results

  • Collector-initiated dollars collected increased 58%.
  • Cut broken promise rate in half from 32% to 16%.
  • Since each collection call takes less time to resolve, collectors can make more calls, increasing collection results.
  • Gateway entered riskier markets thanks to their improved collections operation.
  • Gateway complied with PCI, CFPB, GLBA AND NACHA requirements

Full Case Study

Gateway Quote background

“We saw strong receivables balance growth last year. We have been able to enter riskier markets thanks to our improved collections processes. With Shaw and ACI® integration, our call center staff can take payments quicker and easier.”

Kristin Karwat, CEO, Gateway Financial Solutions

Gateway Integration of Shaw Systems and UP Bill Payment Solutions

Gateway’s three-month average broken promise rate fell from 32% to 16% in the first year following the integration of Shaw Systems and UP Bill Payment.

Using a dynamic customer service interface, Gateway’s call center collectors can now complete three-click electronic bill payments once they make contact with customers on the phone. This process has saved customers from falling into delinquency.

Armed with this fast, convenient payments option, collections staff can resolve customer delinquencies more efficiently, make more auto loan collection calls, and process more payments overall.

Gateway collectors increased the number of payments they accepted by more than 3,000 per month at the end of the first year. As a result, Gateway’s collector-initiated dollars went up 58% in the first year following the firm’s partnership with Shaw and ACI.


Mobile, Web-based and IVR Options Available to make Payments

Since Gateway expanded its payment options, the company grew its self-service payments by five percentage points up to 36% of payments coming through mobile, web and IVR.

One of Gateway’s most popular options is the ability to opt-in to receive text messages that include a link to make bill payments via a mobile payments site.

Now that Gateway has increased overall efficiency in its collection process, the company has been able to enter new markets. With a flat account delinquency rate, Gateway receivables grew 10% during the 2016 fiscal year.

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It's All About Mobile

The future of the auto finance customer experience is all about the mobile device and the ability to manage their loan completely by themselves. The customer expects to use their phone to securely make a car loan payment or to change their address. ACI offers this experience.

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Bill Payment Solutions

  1. UP Bill Payment Solution - a billing and payment solution to drive customer satisfaction in lending.
  2. Electronic Bill Presentment and Payment Services – one solution for every billing and payment need across all payment channels.
  3. Integrated Treasury Management - manage card processor relationships — including interchange management — by removing the risks and complexities inherent in most in-house systems.
  4. Mobile Browser Bill Pay - a quick and easy add-on to existing payment systems, this service offers a full mobile payments experience from notification to eBilling to payment.