World Omni Financial Corp. is updating its digital platforms to better meet customer preferences and improve service this year, President Dan Chait told Auto Finance News.
“We are investing a bit in IT to make sure we are interacting with our customer in the most flexible and helpful way possible,” he said. “We are keeping an eye on the evolution of the retail process to make sure we continue to support dealers as [the industry] evolves.”
For example, World Omni will boost its investment in Salesforce’s Service Cloud — a customer relationship management platform — utilizing it to be a “hub within call centers” to not only manage workflow, but also to provide agents with a more comprehensive view of the customers on the phone, Chait said.
As part of the upgrade, representatives will have access to a “more complete knowledge” of World Omni’s customer base — including prior loan histories — while on the phone with customers, Chait said. “That tool will also help us manage different communication channels in one central place, which we think will help us provide better service,” he said.
Although he declined to offer further specifics, upgrades will be made quarterly, Chait added, and “it will be a project we continue to invest in over the next few years.”
