Insights / Case Study
Insights / Case Study
MotoNovo Finance enables the journeys of hundreds of thousands of people in the UK. With finance delivered through an extensive dealer and broker network, excellent customer experience is critical to continued growth, enabling efficient and effective servicing through innovation and customer-focused digital services.
With an ambitious strategy for growth, Aldermore Group is investing in significant digital transformation that builds best in class experiences for its customers, colleagues, and intermediary partners. As part of that strategy, MotoNovo Finance committed to delivering a new self-service customer portal—one that would overcome the high operational costs of the existing solution, where unstructured data and a rigid platform were constraining performance and preventing meaningful insights.
Recognizing the need for change, MotoNovo Finance sought a strategic partner who could design, build, and run a modern, cost-effective finance portal that would align seamlessly with its target tech stack and multi-channel customer experience vision.
By focusing on the customer journey, existing usage data, and expertise with the organization, Concentrix developed and delivered a full-service finance portal solution that ensured collaboration through a pragmatic partner mindset, with the flexibility to adapt as needs evolved and support that extended beyond delivery, combined with deep technical expertise:
For Aldermore Group, our finance portal solution delivers critical operational and technical benefits, including:
“Partnering with Concentrix has given us tangible improvements to our customer experience. The collaboration has not only elevated the experience our customers enjoy through the MyMotoNovo app, but already we are realizing benefits with our operational teams who are now able to focus on more complex calls.
The strong uptake of the mobile app immediately after launch was very encouraging and was the result of collaborative effort that’s driven better outcomes for Aldermore and our customers. We continue to make improvements to the app in response to customer feedback and more features will be rolled out soon.”
– Nikhil Date, Chief Product & Engineering Officer, Aldermore Group
32,000+ app downloads at launch and 42,000+ logins on day one
200% increase in login to action through smoother processes and better self-service functionality
60% uplift in volumes of payments being processed via the app instead of inbound phone calls, which allows the operational team’s expertise to be deployed elsewhere
51% increase in volumes of settlements instead of over the phone, improving the customer experience with a quicker valuation
With the new portal now in place, MotoNovo Finance customers now get an experience that feels as good as the service it supports:
