MotoNovo Finance Turns to Intelligent Environments to Drive Improved Customer Experience

Partnering with Intelligent Environments, the international provider of innovative financial services technology, MotoNovo Finance has revamped its customer experience with a complete digital omnichannel, self-service customer solution.

A New Challenge

Supporting thousands of customers every week, MotoNovo Finance has offered a wide range of products and services designed to help consumers purchase their next car, van, or motorbike for over 40 years. Aiming to maintain its high standard of service while remaining competitive in an increasingly digital-first market, the organisation began to look at how technology could help it provide customers with quick and convenient access to its financing packages.

Chris Rowthorn, Chief Operating Officer of MotoNovo Finance commented:

“Finance volumes have doubled over the last five years. At the same time, past perceptions of dealer finance have changed as consumer understanding of the wider flexibility, convenience and affordability of dealer finance has improved. A big driver in this change has been technology; increasingly consumers are able to access and control their own finance journey.”

Growth was also a factor in the organisation’s decision to invest. Rowthorn explained:

“Our sustained growth has meant a new Head Office complex, many new recruits and numerous new customers. We want to ensure that as we scale up we continue to provide the very highest quality of customer experience and a great working environment.”

The Perfect Partnership

When looking for a technology partner that could help deliver on these business aims, MotoNovo Finance considered everything from technical expertise and track record to future-thinking, support as well as cultural fit. Following these criteria, it soon became clear that Intelligent Environments was the obvious choice.

Looking to ensure its future in the market, MotoNovo Finance worked with Intelligent Environments and Equiniti Pancredit to set up a fully secure self-service portal through which customers could log into their accounts and carry out tasks that previously required them to contact the call centre.

Clear Impact

Launched in early 2017, the benefits have already become clear, with customers now having the flexibility to manage and access their information any time, from any device. At the same time, digitising payments has also helped reduce the likelihood of missed payments and allowed MotoNovo Finance to make more effective use of its call centre staff, in turn reducing costs.

Additionally, customers benefit from an enhanced digital customer journey as the integration links allow for real-time updates, pulling agreement details up instantly and allowing customers to post immediate payments into their accounts. And it is all done within an intuitive, easily manageable customer interface. The user interface of the portal was designed to be simple, intuitive, low friction and configurable.

Rowthorn continued:

“By harnessing the power of Intelligent Environments’ portal, consumers now receive a best of breed servicing from this partnership. This portal will put us in the best position to grow our customer base, proving that we are the easiest-to-use vehicle finance product on the market.”

Jerry Mulle, Sales and Marketing Director at Intelligent Environments commented:

“Consumers have long been demanding digital innovation in the vehicle finance sector. Previous research from Intelligent Environments has shown that over half of British consumers would like to manage their vehicle finance online but only a quarter of providers have digitised consumer loan originations.

“We are proud to have had the opportunity to work with such a forward-thinking and innovative business as MotoNovo Finance, and the success of the project speaks volumes of both the vision and expertise of this partnership”.

Enjoying recognition across the industry, the project has already claimed the prize for ‘Best Use of Technology’ at the Car Finance Awards 2017.