Case Study: Volkswagen Financial Services launches a direct-to-consumer leasing channel with Futurice

Volkswagen Financial Services launches first direct-to-consumer leasing channel with Futurice

Volkswagen Financial Services (VWFS) needed to establish a new direct-to-consumer sales channel to adapt to changing UK vehicle leasing markets and reduce reliance on third-party brokers. They partnered with Futurice to launch DRIVE, a pioneering digital leasing service that would provide an end-to-end customer experience directly from VWFS.

Futurice implemented the solution using a Service Vision Sprint and its Lean Service Creation toolkit, developing a responsive website and new cloud infrastructure. The result was the DRIVE platform, which allows customers to compare and lease vehicles across multiple Volkswagen Group brands. This gave VWFS control of the customer experience, reduced regulatory risk, and provided a crucial digital sales channel, especially during the COVID-19 pandemic. Futurice's work also helped develop VWFS's in-house digital capabilities.

Volkswagen Financial Services