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Customer Services
Customer loyalty is invaluable in this competitive marketplace.
Customer expectations are changing - customers expect better service that is available immediately and offers different ways to get support. To meet customer expectations and expand their portfolios, lenders are implementing better customer service and marketing systems to help cultivate customer loyalty. Lenders, manufacturers, and dealers are also working synergistically to increase customer satisfaction while looking for opportunities to increase revenue.
Business Areas Served:
- Customer Service and Relationships
- Billing and Collections
- Marketing and Communications
- Repossession
To view the section, please click on the section title.
 Solution Examples
Some solutions that are helping companies to provide better service include:
- Customer Relationship Management
- Consolidated customer information
- Service engines - account history, bill payment
- Online chat and customer support - internal views of Internet to allow customer service representative to see what customer sees
- Interfaces and vendor integration - letters, lock boxes, titles
- Integrated Voice Response (IVR) System
- Consumer Internet: Integrated configurators/estimators, account history, online bill presentment and payment, online contracts and documents, consumer rewards, payoff quotes, credit applications, vehicle history reports, online turn-in
Trends
To provide customers with the best service possible, lenders and manufacturers are employing solutions and strategies that broaden and improve their offerings while simplifying customer information. Trends include:
- Focus on extended customer loyalty - loyalty programs, integration with brands and dealers to cross-sell and up-sell while reducing the amount of redundant customer communication.
- Consolidated customer views - across enterprises - communication history, vehicle history, account history, demographics and behaviors - achieves full 360-degree customer view.
- Customer self-service - synchronized channels via web, IVR, and customer service rep - allowing customers to determine preferred interaction and supporting this 7x24x365.
- Enhancing existing channels with synchronized marketing messages; focus on consistent branding - both off and online - across the enterprise.
- Complete integration with brands to ensure seamless interaction with customer - single portals that combine vehicle, service, and account information as well as marketing materials. Customized, personalized portals that provide customers with a "one-stop shop" for all their vehicle and financing needs.
- Sophisticated reporting and analytics to benchmark performance, track return on investment and identify/reduce service costs from a customer interaction perspective.
- Increase customer satisfaction and ranking in surveys, such as J.D. Power, through alignment of technical solutions with business opportunities.
- Targeted customer campaigns and an increased focus on relationship management.
- Eased payment and collection processing via online tools.
- Enhanced training and knowledge databases to allow customer service reps to engage in online chats, emails, and other mechanisms of support.
- Broadened service offerings - credit cards, home equity loans, direct financing - to increase revenue.
- Service-based engines that allow consistency and data consolidation across multiple customer communication channels - including IVR, intranets, inbound calling.
How Emercent can help
Emercent has strong process expertise, business insight, and experience implementing these types of strategies and solutions. Additionally, through our Solution Framework, we can leverage our packaged intellectual capital and software components to deliver quicker, smarter and better.
 View our case studies.
Contact us for more information.
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