World Omni Financial Corp. and subsidiary Southeast Toyota Finance are enhancing customer communication efforts to better serve multiple generations and move the company closer to a multi-channel platform, said Ed Brown, World Omni’s group vice president of operations.
“We hear a lot about millennials,” Brown told Auto Finance News. “We are spending a lot of our strategy looking at how we can continue to meet the needs of customers.”
To that end, World Omni maintains a five-year horizon on its technology roadmap. “We agree that customers want new communication channels and capabilities, and we are focusing a significant portion of our capital investment on improving our communication channels,” said Bill Shope, World Omni’s chief financial officer.
For example, in the spring, World Omni updated its website — one of the strongest communication points between a customer and lender, according to Shope — with more user-friendly features that create the type of digital experience to which customers are accustomed.
In May, World Omni “modernized” its voice-response unit to make it easier for consumers to resolve issues and answer questions as they prefer — without speaking to an agent, Brown said. The lender is looking to upgrade its secure email messaging system for consumers, and is mulling options to include chat features, he added.
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