Santander Leasing, a leader in the leasing industry, recognized the growing need to modernize its customer service approach in response to rapidly evolving market conditions. By implementing the LiveBank SaaS platform, the company achieved significant advancements in digital communication, operational efficiency, and customer satisfaction. This case study outlines the challenges, solutions, and results of Santander Leasing’s digital transformation journey.
Table of Contents
The Challenge: Evolving Market Demands and the Need for Innovation
In today’s fast-paced world, the leasing industry faces increasing challenges related to the rapidly changing market environment and growing customer demands. Customers expect not only quick and seamless service but also modern, digital tools that allow for efficient and convenient communication with leasing service providers. As one of the market leaders, Santander Leasing consistently prioritizes innovation and the continuous improvement of its services. The company understands that in the era of digitalization and rising competition, it is crucial not only to deliver high-quality financial products but also to provide customers with an exceptional service experience that is consistent, fast, and intuitive.
In response to these challenges, Santander Leasing made a strategic decision to transform its customer communication channels. The primary goal was to create a modern, integrated solution that would allow the company to better meet market expectations, while also increasing operational efficiency and enhancing customer satisfaction. A key aspect of this transformation was the implementation of a solution that would enable customers to access information and support quickly and securely, regardless of time and location. The chosen solution was the LiveBank platform in its SaaS version, which perfectly met these needs.
Main Goals of the Project
The goals of Santander Leasing’s LiveBank implementation revolve around improving customer service through real-time, digital communication. Key objectives include:
- Enhancing customer experience by providing instant access to consultants and facilitating document sharing.
- Boosting operational efficiency by centralizing communication within a secure cloud-based platform.
- Increasing scalability to meet growing demand via cloud services.
- Ensuring compliance with industry regulations and security standards.
These goals help Santander Leasing stay competitive and innovative in the leasing industry.
The Solution: LiveBank SaaS Platform
In response to these challenges, Santander Leasing decided to implement the innovative LiveBank SaaS platform, developed by Ailleron. This advanced technological solution, perfectly integrated with the existing customer portal, enabled the creation of an entirely new digital communication channel. LiveBank by Ailleron provided immediate, secure, and convenient contact with leasing experts, integrating the entire process within a single system. As a result, Santander Leasing specialists can now serve customers quickly and efficiently, eliminating the need for additional authentication processes and simplifying the entire communication path. This innovative approach has significantly increased the company’s operational efficiency while simultaneously raising customer satisfaction levels.
The Impact: How Digital Communication Transformed Customer Experience
The introduction of the digital communication channel via LiveBank significantly enhanced the standard of customer service. In the leasing industry, where response time and precision are crucial, immediate access to experts has become the new norm. Customers can now contact the company at any time and from any location, which increases their comfort and satisfaction. Digital communication not only streamlines processes but also allows the company to better tailor its services to individual customer needs, strengthening its competitiveness in the market.
Measurable Results: Customer Satisfaction and Operational Efficiency
Since the implementation of the LiveBank platform, the solution has been enthusiastically received by Santander Leasing customers. Over several thousand customers have already used the new communication channel, clearly demonstrating its effectiveness and growing popularity. Customer satisfaction surveys (C-Sat) indicate that the new channel is highly rated by users, confirming its strong acceptance and positive feedback. This, in turn, leads to greater customer loyalty and engagement, showcasing the channel’s impact on improving the overall customer experience.
Conclusion: Leading with Innovation and Customer-Centricity
The implementation of the LiveBank SaaS platform was a key element in the digital transformation of Santander Leasing, transforming the way the company communicates with its customers. Importantly, LiveBank in its Lease Tech Virtual Branch version is not limited to improving customer service. It is also a platform for building and executing new sales processes, enabling the company to offer a more consistent, integrated, and remote shopping experience for leasing customers. As a result, Santander Leasing not only meets current market needs but also sets new standards in the industry, reinforcing its position as an innovative leader. The introduction of LiveBank has effectively addressed the growing needs of customers and facilitated the company in achieving ambitious sales goals, while simultaneously enhancing the quality and convenience of service. This strategic move has strengthened customer relationships and increased their satisfaction, which in the long run will contribute to the further development and success of Santander Leasing in the competitive leasing market.
Learn more about LiveBank by Ailleron solution for leasing industry: Empower Your Leasing Experience with Omnichannel Leasing Solution.
