Customer satisfaction as the main challenge of the project
The topic of Michał and Marta’s presentation was: “E-leasing as a response to the “new reality” – that is, the digital path to customer satisfaction on the basis of the Santander Consumer Multirent project – TUATARA”.
In the introductory part of the video, Marta and Michał talk about the challenges that were the starting point of the cooperation. The most important goal that was set in the project was, in particular, the customer satisfaction.
We really wanted the client to feel comfortable at every stage of the process. We wanted the new system to be fully omnichannel, so that the customer would have the freedom to choose the sales channel; partner the sales network – the online channel, but also contact the call center. Marta Kozłowska
TRIBE LEADER/DIRECTOR OF THE CENTER FOR AUTOMOTIVE PRODUCT DEVELOPMENT AT SANTANDER CONSUMER BANK AND SANTANDER CONSUMER MULTIRENT
Case study – examples of applied implementations
In the second part of the presentation, Marta and Michał talk about applied implementations, showing a concrete use cases. Sales API, i.e. an online calculator presented on the example of the Yamaha website. Autosalon, a completely innovative platform through which customers can buy their dream vehicle with financing.
They also discuss how the entire financing process has been digitized, which has made a significant difference in improving customer service.