Dealflo is now part of OneSpan (previously VASCO).

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Dealflo is now part of OneSpan (previously VASCO).

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CONTEXT

Investec is an international specialist banking and asset management group. In 2014, Investec moved into the retail automotive finance sector with the acquisition of Mann Island Finance, a leading broker supporting over 1,000 dealers in the prime retail space.

Investec has always been proactive in finding the right technology and solutions for its customers. In 2014, Investec’s began to evaluate how technologies such as e-Signature and e-ID verification could be used to improve the customer experience within automotive finance:

“We’re always thinking about how we can make the customer contract process more efficient and streamlined. People are used to the self-serve experience they get when shopping at sites like eBay and Amazon, and we wanted to replicate that ease-of-use and customer-centric ethos.”

Peter Orton, Commercial Director AFG Automotive, Investec

 

De-risking the process was also a major consideration. Automating the agreement process would give Investec an extra layer of security; the knowledge that agreements were executed compliantly and relevant know-your-customer (KYC) identity verification and authentication checks carried out.

SOLUTION

Dealflo’s agreement automation platform (which includes e-ID verification and e-Signature) appealed to Investec because it helped to improve the customer experience whilst also helping the business meet its regulatory requirements. Through automation, every customer would receive a consistent experience, ensuring that each agreement was either executed compliantly, or not at all. What’s more, Investec would have a clear audit trail to prove compliance:

“Our main concern was finding a provider with a solid track record in automated finance solutions. It needed to share our focus on creating a compelling customer experience and understand the importance of the security and efficiency of the process. We needed an end-to-end solution that provided us with a clear audit trail. Dealflo’s solution offered the complete package.”

Peter Orton, Commercial Director AFG Automotive, Investec

 

Using Dealflo’s platform (provided as a white label solution and branded as Mann Island), Investec’s customers go through a consistent, slick, pain-free process to sign up to finance at a dealership. When a customer is ready to sign up for an agreement they receive a link to a unique URL. Opening this URL from any device (desktop, mobile, tablet etc.) starts the secure and automated agreement process, which includes online identity verification and authentication, online document presentation (with the option to download or print), and online signing. The customer can choose whether to complete the process in the dealership, or at home.

Once the customer has been through the process they hand control back to the dealer. The dealer completes the process by uploading a dealer invoice. They can also upload supporting documents as needed.

Once the agreement process is complete, the dealer submits the agreement to Investec with a secure link to all the documentation. Investec can then examine the full audit trail as and when they require.

BENEFITS

Over 25% of Investec’s financial agreements are now processed using Dealflo’s agreement automation platform. Investec has found a number of benefits in using the new system:

Increased efficiency

The reduced number of manual processes that Investec and its dealers need to perform has led to increased efficiency. Robust online KYC checks also reduce the need to conduct manual ID checks and authentication processes:

“One major benefit of the new process is the reduced requirement for multiple forms of proof. The automated process has a clear system of ID-checks and authorisation which means we can create a more efficient process for the customer and dealer.”

Peter Orton, Commercial Director AFG Automotive, Investec

 

Increased customer satisfaction

Investec was inspired to start using an automated solution by the customer experience provided by businesses like Amazon and eBay. Dealflo’s automated solution has resulted in an increase in customer satisfaction as the agreement process is easier to complete.

“We’ve had very positive feedback from the dealers and customers that have used the system. Customers are sent a link that they can use to complete the signing process with the dealer, or at home, giving them greater flexibility and more time to think through the contract and read it thoroughly. The customer doesn’t feel rushed, and the dealer can feel confident in the agreement they have made.”

Peter Orton, Commercial Director AFG Automotive, Investec

 

De-risking the agreement process

Investec already had extensive fraud prevention processes as part of its underwriting process; however, Dealflo’s solution allowed it to further de-risk the payout process for brokers:

“The main benefits of the automated process are around de-risking the payout process for brokers. Now we know that when we get an agreement through from a dealer, that agreement has gone through a secure and auditable process. It helps us make the payout process more efficient.”

Peter Orton, Commercial Director AFG Automotive, Investec

 

Consistency of service

Customers get a consistent service regardless of what salesperson, or dealership, they work with. This makes the agreement process easier for dealerships and helps the business ensure that regulatory requirements are met.

 

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