Case Study: a prominent auto finance company achieves higher NPS and fewer loan servicing errors with iQor BPO process management

Auto Finance Lender boosts NPS 34.5% with iQor

A prominent auto finance company faced a challenge in maintaining service quality and customer sentiment after outsourcing 95% of its customer experience operations. To address this, they partnered with their existing BPO vendor, iQor, to integrate iQor's process management expertise directly into their internal teams to optimize loan servicing and recapture valuable customer feedback.

iQor implemented a strategic solution by embedding dedicated process managers within the client's team. This collaboration focused on streamlining workflows, introducing automation, and optimizing processes, which resulted in a 34.5% NPS improvement, a 72% reduction in errors, and a significant increase in document receival rates. The success of iQor's program led to its expansion across seven business lines, solidifying the partnership and its measurable impact.