Case Study: Westlake Financial achieves 94% eSignature conversion with Lightico

Westlake Financial - Customer Case Study

Westlake Financial, a leading auto lender, needed a way to collect loan extension eSignatures, ACH authorizations, and other servicing documents in real time while customers were still on the phone with agents. The goal was to improve compliance and customer satisfaction without slowing down servicing operations, and they turned to Lightico’s digital completion and eSignature tools.

Lightico implemented a mobile-first, text-message-based workflow that converted PDF forms into mobile-friendly documents customers could complete and sign on their phones. The results were strong: Westlake achieved a 94% eSignature conversion rate on loan extensions, a 91% ACH form conversion rate, and average turnaround times of about 30 minutes, while reducing manual follow-up and improving customer loyalty.

Westlake Financial

Brian Renfro

CMO, SVP Collections