How Technology Enhances the Customer Experience at SNAAC
Before a customer decides to do business with a finance company, they want to know that their personal data will be secure and that the company is easy to do business with. When Security National Automotive Acceptance Company (SNAAC) set out to expand its technology programs, it wanted to meet – and exceed – these customer expectations.
The first and ongoing priority for the Information Technology department was to increase security through improvements in the network and data integrity. “Our goal is to always be improving the security of customer information,” according to Bill DeLong, Chief Information Officer.
SNAAC is continuously looking for ways to improve the customer experience. The IT team continues to make the web portal more accessible and user friendly. Customer communication preferences are being developed to allow customers to customize every aspect of how they want to do business with SNAAC. “If a customer would like an email to tell them their bill is due, but a phone call for any other customer interaction, they can choose those options,” according to DeLong.
The team also finished a pilot program testing texting technology for customers. The response to the pilot was very favorable, and SNAAC is looking into ways to roll out this very sought-after capability to its customers.
Next up for the department is developing a mobile app, so customers can manage their accounts and make payments on their phones.
“We are making SNAAC the easiest auto financing company to do business with – and the most approachable,” DeLong said. “We are always customer centric and looking at everything through the eyes of the customer to make things simple and intuitive for them. We are ahead in the industry on this front, especially from the texting standpoint.”
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About Security National Automotive Acceptance Company (SNAAC) – SNAAC is a privately-held retail sales finance company that purchases and services retail sales contracts from auto dealers nationwide. Established in the industry for over 30 years, SNAAC provides dealers with customized financing solutions for consumers through competitive programs and an unparalleled service experience. Based in Cincinnati, OH, SNAAC continues a long-standing commitment to support causes that enrich local communities, including United Way of Greater Cincinnati and USA Cares, and has been consecutively named as one of the Greater Cincinnati’s Top Workplaces. For more information, visit snaac.com.