Case Study: Finance Company Improves Customer Service

The Car Finance Company has selected an all-in-one solution from Interactive Intelligence to support its customer service operation.

The company

The finance provider uses a system called Passtime to help its customers repair and rebuild their credit.

As the world’s largest user of automated collection technology, the company fits the Passtime device to customer’s new cars to help them keep their repayments up to date and this process also secures advantageous loan terms for the customer.

The problem

The company’s entire business ethos is based around customer service, providing support either via its website or its contact centre teams.

“Our main company aim is to continually enhance customer satisfaction and exceed their expectations with our services and support,” said Richard Pink at The Car Finance Company.

The solution

The Customer Interaction Centre (CIC) is being deployed from the Interactive Intelligence, Communications as a Service (CaaS), or cloud platform.

CaaS provides an all-in-one solution with user tools that make the customer service experience even more satisfying and the management tools are designed to specifically improve the performance of any business.

The solution in operation at the Car Finance Company manages and blends inbound multichannel interactions to give customers a wider choice of contact and connectivity options.

The tailored contact centre solution also includes an enhanced CRM integration to streamline the customer care process and advanced applications such as IVR, Interaction Analyzer for intelligent real time speech analytics and the workforce management software application, Interaction Optimizer.

“The Car Finance Company were looking for an all-in-one solution that would provide them with all of the functionality to bolster the customer service experience now, and in the future,” said Dave Paulding, Regional Director UK, Middle East at Interactive Intelligence. “This innovative solution meets their specific needs and leaves further scope to add more advanced applications as and when required.”

“We selected the Interactive Intelligence solution as it not only ensures that we maintain the highest levels of customer service, its scalability will also significantly reduce our operational costs as we no longer need to overflow calls to outsourcers,” continued Richard Pink at The Car Finance Company.

For information about Interactive Intelligence, visit their website.