Case Study: Large Auto Lender achieves 20% reduction in inbound calls and 30% mobile wallet adoption with ACI Worldwide's Speedpay and Walletron

How One Large Auto Lender Drove Satisfaction With ACI Speedpay

Large Auto Lender faced fragmented payment channels, little online account information, and no centralized way for customers to view balances or make payments, which drove high call-center volumes and customer frustration. To modernize its customer experience during a core systems upgrade, the company selected ACI Worldwide and its ACI Speedpay solution, later adding ACI Walletron for mobile billing and wallet capabilities.

ACI Worldwide implemented ACI Speedpay to provide a single online billing and payments portal and deployed ACI Walletron for mobile wallets, eStatements, alerts and rapid enrollment. The rollout cut inbound calls by 20% (despite 16% customer growth), drove 30% mobile-wallet adoption among new customers, increased IVR payments by 89% and recurring ACH by 20%, while boosting paperless adoption and reducing lockbox usage—improving customer satisfaction and lowering costs.