We are pleased to announce that we have been selected as a finalist for ‘Best Use of Technology’ at the Car Finance Awards 2020 in partnership with RCI Financial Services.
Together, we have developed a truly unique and fully personalised welcome for all new customers across the Nissan, Renault and Dacia Finance brands using a personalised video.
Digital-first Welcome Journey
The video which is deployed to customers on day 2 of their agreement, summarises the details of their contract and allows them to digest important information in a highly visual and dynamic format.
Each video includes 10 points of personalisation such as the customer’s name, vehicle model, monthly payment amount and duration of their agreement. Customers are then able to register to manage their agreement online using an in-video CTA.
Chatbot & Downloadable PDFs
What’s more, the landing page is supported by a chatbot which can answer any queries around the welcome journey.
Customers are also able to download their finance agreement directly from the page instead of receiving this by mail if they choose to, offering a holistic digital onboarding process.
For any customers who don’t choose to download their statement within 7 days, channel reversion is set up to ensure that they receive a paper copy in the post! This way, we’re able to make sure every customer has received their agreement in the way that suits them.
The Power of Personalised Video
The market-leading welcome videos have seen phenomenal results since launch in September 2019 achieving an 82% email open rate, 49% click-through rate, with very strong customer engagement proven by multiple video views and interactions with several calls to action post-view.
This digital-first approach and personalised video has also contributed to a 35% reduction in inbound enquiries as customers are better informed from the outset.
You can take a look at a sample video below.
It’s been an absolute pleasure to work with the team at RCI Financial Services and we’re over the moon that their new customer welcome journey has been so well received.
The winners for the Car Finance Awards 2020 will be announced on Thursday 19th November - wish us luck!
