SNAAC Expands Customer Experience Innovations
SNAAC has dramatically increased its touchpoints to increase communications with customers on their terms. Customers can choose how to communicate with SNAAC – by phone, text or email. The texting initiative launched in 2016 was met with overwhelming enthusiasm by customers. Customers receive text updates about their account and payments. Early payment response rates are nearly 30%, ensuring customers are current on their accounts.
Following the successful text communications launch, SNAAC implemented two-way texting with customers. Now customers can reach out to service representatives with questions about their accounts and payment status, anytime, anywhere. The texting communications program has significantly improved responsiveness to customers, faster and easier than ever. These communication preferences are especially beneficial for military customers communicating across different time zones.
SNAAC also launched a mobile app shortcut that allows customers to manage their accounts on their mobile device. With two-thirds of traffic coming from mobile devices, response has been extremely positive with high customer usage. The convenience and self-service benefits of the mobile advancements have been particularly valued by SNAAC’s millennial customers.
“Centering on the customer experience is one of the drivers we continually keep in mind as we incorporate new features and functionality into our technology solutions,” said Bill DeLong, Vice President and CIO at SNAAC. “Reducing the time it takes for customers to manage their accounts, and enhancing the overall experience for the customer, differentiates SNAAC over other finance sources.”
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 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 Greater Cincinnati’s Top Workplaces. For more information, visit snaac.com.