Salesforce Platform for Captive Finance Transformation

Overview

With a legacy application landscape, the customer faced issues with ‘connecting the dots’ across end-customer interactions, while building an integrated view of its end-customers over the vehicle financing lifecycle seemed challenging.

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With a legacy application landscape, the customer faced issues with ‘connecting the dots’ across end-customer interactions, while building an integrated view of its end-customers over the vehicle financing lifecycle seemed challenging.

We designed a Salesforce-based solution tailored to the customer’s exact requirements. Our solution includes comprehensive CRM, self-service, and collections modules that improve operational efficiency, reduce manual work, and elevate the overall user experience.

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Client Background and Challenges

The client is the captive financial services arm of a leading Japanese automaker in the Australia–New Zealand region, generating nearly USD 700 million in annual revenue and managing over 200,000 financed vehicles.

They were relying on legacy systems to manage vehicle loans and leases that were difficult to maintain and enhance over time.

Our Approach and Solution

Customer Portal (Experience Cloud)

Enables management of loans and leases through self-service, giving customers greater control and reducing back-office workload.

Servicing and Collections (Service Cloud)

Supports CRM operations, including request management, dispute resolution, and loyalty programs, while enabling collections strategy and automated follow-ups.

Integrated Messaging Rules Engine

Configurable to meet local regulations on contact frequency and limits.

Integrated Customer360 application

Provides a comprehensive view of customers, contracts, and assets.

Business and Community Impact

  • Improved operational efficiency: Automation reduced manual work for servicing, operations, and collections teams, delivering USD 2M in savings over five years.
  • Accelerated digital adoption: Salesforce automation enabled faster adoption of digital processes across the organization.
  • Scalable platform: Supports up to 5x the current customer base without additional headcount.
  • Sustainability benefits: Process digitization reduced physical documentation and lowered archival requirements.