Skip to main content

Successes - Popular Auto
Popular Auto Achieves Breakthrough Customer Service with Westbrook Fortis Document Repository

Popular Auto, the largest automobile financing organization in Puerto Rico, is in turn a unit of Popular Inc., one of the 1000 largest companies in the world, with 48.6 billion dollars in assets. The holding company includes units that are the leading and largest financial institutions in Puerto Rico (Banco Popular de Puerto Rico), the largest Hispanic-owned financial services organization in the US, and a leading financial services organization throughout the Caribbean and Latin America. Popular Inc. also controls E-Loan, an online consumer direct lender. Popular Inc. is ranked by Forbes as one of the best 100 companies to work for. Popular is marked by strong growth, which puts ongoing pressure on its business processes to keep up the pace.

Challenge
Auto financing is a service business, highly dependent on customer satisfaction for ongoing and new business. Popular Auto launched an initiative to improve their competitive advantage of their already superior customer service. Their goals were enhancing customer loyalty and customer satisfaction. When addressing customer service, a key indicator is the speed in which a customer's issue can be addressed – both in terms of the way the customer evaluates the service request and in terms of the cost to the organization of resolving the service issue.

Solution
After a comprehensive evaluation, Fortis, developed by Westbrook Technologies and implemented in Puerto Rico by Infomax, was judged to be as good as or better than any alternative that had been considered. Fortis was chosen due to its prior success as a standalone system already in use at Popular Auto. As well as its ability to meet business, legal and technical requirements. With simple customization, Fortis was integrated with VehicleLinQ, an application used by customer service agents.

Results
The solution is used by the customer service team and legal department. Popular Auto has 72 concurrent users and a total of 425 users. There are millions of documents stored in the system for active and inactive financing products such as lease and loans. Four high capacity scanners configured for maximum output are used to scan documents into the repository by the filing department. All customer documents are indexed by customer ID, contract/loan ID and by document type. The powerful "one-click" query within Fortis enables customer service representatives to access documents relating to a customer and a specific loan from within the VehicleLinq application. Employees are able to access, view, and modify specific document types. Customer service agents can also fax or print customer documents directly to customers. This is performed through the integration of VehicleLinQ and a fax server product. The timed auto-logoff feature is used to ensure that the Fortis system is not left "open" when the agent steps away from the desk. Fortis Portal is used by customers to view and print documents.

Next Steps
In additional to Popular Auto, Fortis has also been successfully installed by Infomax at Banco Popular in the "individual loan" functional area. This loan area, which involves any personal loans not commercial or mortgage in nature, is also in broad use, with 100 concurrent users in the bank.

Benefits
Benefits realized by Popular Auto from the use of Fortis include:

  • Compliance: Fortis provides a secure mechanism to store and retain documents which are legally required to be stored and kept secured.
  • Access: Fortis provides an efficient method to access and delivery documents requested by customers. This previously was a labor and time intensive activity, consuming at least $125,000 annually. Popular established metrics to measure how fast customer service agents were able to provide copies of licenses and other stored documents. These metrics have shown significant benefit from the adoption of Fortis.
  • Improve service levels: Fortis provides improved business process efficiency and speed, enabling customer service representatives to address customer inquiries faster and better. This also increases customer service satisfaction complying with customer care policies.
  • Integration: Fortis provides seamless integration with the Lemans VehicleLinQ line-of-business system, providing employees better access to critical business information without requiring significant training.
  • Competitive advantage: Fortis Portal, which provide a web self-service access to secure documents, provides a unique advantage to Popular Auto versus its competitors.

>>Click here for printable PDF

 

 

Contact Us

Phone: +1 203.483.6666

email: info@westbrooktech.com

Have someone call you

Software Support:
+1 800.949.3453 x771

Key Details

Industry:
>> Financial Services

Business Need:
>> Integration

Products Used:
>> Westbrook Fortis

Westbrook Technologies’ Partner:
>> Infomax

Customer Location:
San Juan, Puerto Rico

Benefits Summary
  • Saved time and money in handling customer documents
  • Improved business process efficiency and speed
  • Increased customer service satisfaction
  • Provided Web self-service access to documents
  • Improved competitiveness
How to Buy

Find a reseller –
Use our reseller locator to find a reseller that's right for you

>> Reseller locator

 
Bookmark and Share