Case Study: Santander achieves a 6-day collections journey in 14 minutes with Vizolution

Santander - Customer Case Study

Santander Brazil, part of Santander Group, needed to simplify its automotive finance collections and refinancing journey, which was slow, paper-heavy, and difficult to explain over the phone. Customers often had to complete multiple calls, wait for documents by post, and resend paperwork if anything was missing or incorrect. Vizolution’s vScreen product was identified to help make the process clearer and more mobile-friendly.

Vizolution implemented a mobile-responsive, secure digital journey that let customers receive a link, join a vScreen session, review refinancing options with an agent, upload documents, sign electronically, and download the contract, CET, and boleto in one call. The results were strong: the journey time dropped from six days to 14 minutes, paperwork was eliminated, first-call resolution increased by 500%, conversion to boleto payment rose by 20%, and Santander reported 97 NPS. The new process is now the default for Santander Brazil, with 60% of journeys completed this way.

Santander

Gustavo Santos

Head of Products