Case Study: Santander UK achieves faster, paperless automotive finance collections with Lightico

The use of Lightico has transformed the journey drastically reducing its length eliminating the use of paper and increasing the number of applications that agents can process on a daily basis

Santander UK, a major global bank, faced significant challenges in its automotive finance collections process in Brazil. The journey was lengthy, taking an average of six days and a minimum of five calls to complete, and was not mobile-friendly for its predominantly mobile user base. Santander partnered with Lightico to streamline this convoluted and paper-heavy process, aiming to improve clarity for customers and reduce costs.

Lightico implemented its digital platform to transform the customer journey. The solution enabled agents to guide customers through a secure online session, allowing for visual explanations, document uploads, and electronic signatures. This drastically reduced the process time from six days to just 14 minutes, achieved a 100% paperless process, and increased conversion rates by 20%. Lightico's technology also led to a 500% increase in first-call resolution, making the process far more efficient for both the bank and its customers.

Santander UK

Gustavo Santos

Head of Products, CRM and Digital