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Santander Consumer USA Inc. (SCUSA) is a leading company in the automotive finance sector. With its Drive®, Auto Finance, and RoadLoans brands, SCUSA Santander Consumer USA provides finance programs that cover the entire non-prime spectrum.
The Challenge
Santander Consumer USA services more than 450,000 auto finance customers. With so many active customers paying monthly loans, the company needs a significant servicing organization to meet the demands of its customers. “Our servicing department is a large organization consisting of 900 people making more than 350,000 outbound phone calls per day,” said Will Stacy, director of marketing for SCUSA. “This operation is effective, but it has limitations in terms of cost and resources. We needed to figure out an alternative solution to help us reach people without the need for costly inbound and outbound.”
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