Supporting Rapid Growth with Enhanced Customer Experience

A Case Study
As a rapidly growing auto finance company, Flagship Credit Acceptance needed a CCM platform to complement its loan servicing system and processes and to enable its strategy of delivering more digital, mobile-friendly and effortless service interactions.
1 %
Accounts registered for self-service
1 %
Reduction in print & postage cost
1 %
YoY growth in autopay signup
1 %
Increase in electronic delivery
Flagship Credit Acceptance logo

Flagship Credit Acceptance provides automobile financing to borrowers who don’t have access to traditional lending sources due to credit difficulties or limited credit history. The company’s dealership-originated loans and direct vehicle refinancing meet the transportation finance needs of over 200,000 customers nationwide. Since its founding in 1998, Flagship has been committed to fair lending and unmatched service and support.

The Challenge

As a rapidly growing auto finance company, Flagship needed a CCM platform to complement its loan servicing system and processes and to enable its strategy of delivering more digital, mobile-friendly and effortless service interactions. Flagship also needed to provide customers with an easy to use online portal integrating payment and account self-service functionality. While the portal was intended to reduce the volume of customer service calls, they also needed to equip Loan Service Representatives (“LSRs”) with an administrative portal to handle more complex customer calls and support delivering a seamless omni-channel experience to customers.

Additionally, Flagship wanted to improve operational efficiencies by reducing print production and postage costs. They sought to transform the customer experience with a customer communications management solution that could generate digital versions of billing statements and other communications viewable on mobile and other devices.

The solution needed to project a consistent brand across all of Flagship’s communications on channels including print, email and customer portal.

The DataOceans Solution

DataOceans’ solution enabled Flagship to meet their strategic goals in one comprehensive platform. The MyView customer portal provides a full complement of self-service features, like management of demographic information, a robust communication archive, the ability to manage delivery preferences and recurring and one-time payment options and methods integrated with Flagship’s payment provider.

DataOceans’ View360 functionality includes an LSR portal that makes it faster and easier to handle complex transactions with customers over the phone, reducing the length of service calls. Working with DataOceans’ Client Success organization has driven electronic adoption to over 60% of customers, creating print and postage savings and positioning Flagship to more easily communicate with customers electronically.

Flagship has used the SMS and email capabilities provided by the DataOceans platform to provide alerts and reminders regarding payments and other loan lifecycle events to improve the customer service experience. The ability to vary messages on communications utilizing DataOceans content management capabilities has enabled Flagship to provide relevant offers to distinct customer segments, facilitating the cross-sell of affinity and in-house products. This year, the platform’s email campaign functionality enabled Flagship to send over a million emails to keep customers informed on critical issues during the pandemic.

The Future

Flagship continues to leverage the ability to send email and other digital communications to customers to reduce service friction and improve the customer experience. Future enhancements include adding bot and live chat capabilities, and including a text to pay option to meet customers’ payment needs.

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