At the start of the automotive finance repayment process, affordability checks tended to take a lot of call time, with some of the advice particularly difficult to explain to the customer over the phone.
Santander wanted to make the process clearer for the customer, while reducing the length of the journeys and making it more cost-effective.
Approximately 80% of sessions are completed on a mobile device in Brazil, therefore the journey needed to be mobile responsive.
A typical automotive finance collections journey would take on average six days and a minimum of five calls to complete a renegotiation.
If the customer made a mistake filling any part of the form incorrectly, they needed to complete a new document, and the journey would essentially have to start again.
The use of vScreen has transformed the journey, drastically reducing its length, eliminating the use of paper and increasing the number of applications that agents can process on a daily basis.
Vizolution’s technology brought the journey time down from 6 days to just 14 minutes.
Via a secure URL sent by the agent, the customer accepts a vScreen session, which allows the agent to use visual technology to explain the various options to the customer.
The customer can upload the necessary documents, accept agreements via an electronic signature and download the CET, contract and boleto, all done in one online session.
The Impact
The Impact
