LONDON, UK–White Clarke Group has launched a new version of the CALMS Customer Direct module, developed to support finance companies in the process of digitalizing their online finance services.

The module simplifies and automates the end-to-end finance application journey, from initial finance calculations and data capture, identity verification and credit decisioning through to approvals. With a focus on an enhanced user experience, the core concept of Customer Direct is to empower customers to select finance options online, at their own pace and from the comfort of their own homes.

Multichannel integration with existing OEM, captive or independent finance provider websites gives customers access to an easy-to-use, flexible finance calculator, dealer locator function and AI chatbot support. For lenders, Customer Direct provides access to digital processing of customer data, automated credit scoring and in-depth integrated analytics. CALMS Customer Direct’s built-in digital processing solutions, such as e-signature and e-ID, provide businesses with a faster and more secure digital alternative to in-person document signing and storage.

The chatbot integration is powered by machine learning and natural language processing, intelligently automating responses to customer queries and capturing finance calculation data and preferences. It then guides customers towards the most suitable finance options for them, before capturing further data for processing and approvals.

“The COVID-19 pandemic has prompted an accelerated drive towards digitalisation for the auto and asset finance industry,” said Brendan Gleeson, Group CEO at White Clarke Group. “Car sales have struggled throughout 2020, with sales through dealerships being hit particularly hard. As online channels become more prevalent, we can expect to see an increase in customers looking to complete finance applications remotely.

“Customer Direct has seen increased popularity amongst finance companies during this time as they focus attention on digital sales channels and broadening customer reach. With Customer Direct integrating seamlessly with online sales portals and the CALMS Credit and Proposal Management Engine, we’re helping lenders offer an end-to-end, multichannel, digital car buying experience.”

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