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ChannelNet 2016 Car Finance Digital Experience Standard Research study


Client experience specialist, ChannelNet, released data today that reveal how information integrated with context and understandings significantly increases client engagement for automobile finance companies. ChannelNet`s trademarked innovation is utilized by ten different automotive finance business. The omnichannel option combines data, material and possession management, personalization, a guidelines engine and analytics into one platform that business can use throughout the life cycle to acquire, cross-sell and retain customers.


Paula Tompkins, CEO and founder of ChannelNet describes how automotive companies are achieving exceptional customer engagement metrics, for vehicle finance companies the delivery channels are very common e-mails, direct mail and self-service websites. This distinct mix provides our brands customers with appropriate content covered in a personal appeal delivered at the ideal minute in time.All Ten Automotive Finance Lenders Rate Best-in-class.


The more you can customize the individual appeal, the more the engagement and retention increases. Lenders with the highest metrics (see accompanying charts) are experiencing engagement that is twice the industry average. Marketing experts determine that a commitment to customer experience leads to up to 25 % more client retention and earnings than other sales or marketing initiatives.


About the Benchmark Data: Statistics are based on customer life cycle management programs such as welcome, mid-engagement, warranty, end of contract and win-back marketing campaigns. Over 4 million e-mail messages with links to personal microsites were sent out by the 10 automobile finance companies from February 2015 to February 2016.ChannelNet`s 2-step Approach.


The 2-step method combines email marketing and text messaging with personal microsites. As soon as a car finance consumer gets an email or text, they click on a connect to go to their personal microsite. (A personal microsite or personal URL PURL is a special personal site produced for each individual customer. Example: JaneDoe.brandsite.com) A guidelines engine occupies the website content with distinct offers and information based upon the people deal and/or behavior data.


Tompkins explainshighly effective digital sales and marketing mirrors personal relationships and requires two-way interactions. This suggests automotive business need to integrate the information across the silos (dealer, finance, OEM), collect and track consumer responses, learn from their habits and after that use these insights to trigger personal messages specific to each customer`s circumstance.


Continuously transforming the customer experience for the finance market is our specialty. We`ve remained in digital sales and marketing for over 30 years and invented the personal URL back in 2006 for BMW Financial Services, stated Tompkins. It is rewarding to understand we are delivering best-in-class services.


ChannelNet is growing. The company is expanding its headquarters in Dearborn by 45 percent and just recently opened field offices in New York City and Austin, Texas.