When dealerships market a particular make or model, they may only think of targeting by geography. In a previous article, we talked about hitting the mark for effectively geo-targeting down to the ZIP Code™ level. The trouble is this is only one half of the puzzle. You may know where you should target but might not know whom to target.  What is the best way to create campaigns tailored to the individuals within the specific area you are targeting? If you already use Experian’s Dealer Positioning System (DPS), you have a leg up on this. Since we already talked about targeting by ZIP Codes, the next step finding out household attributions and profiles in those areas. The above example is a ZIP Code in Sun City West, Arizona.  We see three different lifestyle segments sourced from Experian’s Mosaic®, a system that classifies households into 71 unique types and provides information about consumer’s choices, habits, and preferences. Within the 1,702 households in this Zip Code that registered a vehicle within a defined timeframe, we can determine the three primary types of household segments. As we can see, Footloose and Family Free dominates this area at 66%. This group consists of elderly couples and widowed individuals living active and comfortable lifestyles. Gold Carts and Gourmets, upscale retirees and empty-nesters in comfortable communities comes in at 20%. The remainder is Booming and Consuming, older empty-nesting couples and singles enjoying relaxed lives in small towns. This information gives us insight into the people living in various types of households within this particular ZIP Code and. These also show personal preferences for purchasing such as clothing, accessories, electronics, and so on, household marital status, and what types of vehicles they usually purchase. From this information, for Sun City West, Arizona, we can see that the average income in this ZIP Code is $67,000. After we look at the Mosaic profile of households, we can look at advertising propensity and channel dominance. These demonstrate how vehicles buyers in this ZIP Code were influenced in their purchase decision and shows what advertising influenced them the most. Traditional advertising such as newspaper, TV, or radio was more effective versus Direct Mail in this area with a ratio of 8:7. The difference between Email and Direct Mail for channel dominance is 1:1. That’s good because it means consumers here were equally responsive to both emails and direct mail. The left side of the table displays the type of households you can target, but the right side is all about how to best market to them. “Messaging Attributes” indicates the top key messaging that influenced the people in this ZIP Code’s buying decision. For this ZIP Code, Buy American is the top attribute. Consumers in this segment would like to know the history of your dealership, and details of your community involvement, and if your vehicles are made in America. If we go 9% lower, we see Look at me Now. This messaging focuses on customer relationships, dealership reputation, and gifts for going on test drives. Finally, there is On the Road Again. Here, focus is on customer testimonials, base trim levels of vehicles, and simple, value-focused messaging. As a dealer, you have three effective messaging attributes that you can use to bring consumers from this ZIP Code into your store. Effectively marketing your vehicle to consumers is easier once you know to whom you’re marketing. By using the Lifestyle Cluster and Mosaic lifestyle segmentation system, you can see not only who you are targeting but what kind of marketing they prefer. Along with idenitfying which ZIP Codes to target, figuring out what marketing attributes resonate with these consumers means you’ll provide the right message in the right place to the right consumer.

Published: May 10, 2018 by James Maguire

At Experian, innovation is at the heart of our culture. We strive for continuous improvement, from finding new ways to better use data to identifying ways to make access to credit faster and simpler for millions of people around the world. So we are especially proud that one of our latest innovations—Text for Credit—was recognized by FinTech Breakthrough, an organization that highlights the top companies, technologies and products in the global FinTech market. The Innovation Award for Consumer Lending comes in a year of significant innovation milestones for Experian. In addition to introducing Text for Credit, we’ve partnered with Finicity, and also created a more open and adaptive technology environment by implementing API capabilities across the Experian network. We recently introduced Text for Credit, the first credit solution that enables consumers to apply for credit with a simple text message. Using mobile identification through our Smart Lookup process, consumers can be recognized by their device credentials, bypassing the need to fill out a lengthy credit application. Our Text for Credit product enables consumers to apply for real-time access to credit while standing in line to make their purchases, or before entering an auto dealership. This recognition as an innovator is a testament to our employees’ focus on putting the consumer and our customers at the center of what we do, and powering innovative opportunities to secure better, more productive futures for people and organizations. What’s next We are also exploring other opportunities to make the consumer experience more convenient. As we’re becoming a keyboard-less society, we’re looking at the next frontier: voice technology. The progression to voice-activated services has started already using voice commands through Amazon Alexa and Google Home-enabled devices. And while voice technology is still in its infancy, it’s not a tremendous leap to envision being able to use voice commands to access lines of credit in a store, like Text for Credit now. Experian DataLabs is exploring many possibilities for voice-activated credit, using several different devices—more than just via phone. As technology innovators, our greatest challenge is determining which potential solutions to pursue. It comes down to a simple equation: the magnitude of impact a new application may have, plus its probability of success. So far, we’ve found plenty of options that satisfy both criteria—and our curiosity, too. With technology, machine learning and ever-smarter applications of big data, we can deliver intriguing and convenient experiences to shoppers in ways we never imagined a decade ago. Predicting the future has never been this much fun.

Published: May 3, 2018 by Sacha Ricarte

Throughout the year, there are certain models that are incredibly popular. SUVs and crossovers fly off the shelves during the wintertime while down south, the pickup-truck is the sales king. There are times when less popular vehicles flood your inventory, creating stress for your sales team to try and get them into the hands of customers. The good news for dealers is that you don’t need to panic when strange bonus programs are floated out by the manufacturer. Data-driven methods can be used to find potential buyers. The upshot of this is dealers don’t have to wait for buyers to waltz into their showroom. Although you can pick a specific model based on incentives, it is a good idea to review your model goals to confirm they are realistic. Based on the models you are trying to move, identify the sales trends by unit and geography. This analysis may help you discover the vehicle margin opportunity isn’t worth the advertising investment. On the other hand, you may learn competitors are selling a plethora of that model and there is plenty of room to conquest market share. Always let data be your guide. Checking a vehicle’s popularity can determine if you should market it. If the model’s popularity in your geography is growing, it will be easier since potential consumers are going into showrooms, asking questions, and doing research online. On the flip side, a vehicle with declining popularity is more difficult, and therefore more expensive, to market. As vehicles become unpopular or out-of-season, aggressive pricing may be in-store. In the past, the “spray and pray” method was what dealers and marketers would use, simply hoping that your campaign would find your target. Today, the best practice is to pinpoint the demand for your model by analyzing your pre-determined market radius to identify those ZIP Codes™ which show the most interest. For example, narrowing down to neighborhoods showing recent sales of your model can help identify future purchase demand. When combined with demographic, psychographic, web analytics, and your CRM data, the formula for determining model-specific demand becomes a precise science. Determining where to market is one thing, but identifying the in-market customer is another thing altogether. To identify the persona for potential purchasers of your models, utilize a system like Experian’s Dealer Positioning System. It helps determine the demographics and psychographics of consumers along with various buying patterns. This persona will include what interests consumers of your model and what they value in a marketing message. While creating the persona, think about what kind of marketing would be the most effective. Are your customers on social media and would they prefer digital advertising? Perhaps a more traditional approach with direct mail or by phone? Understanding their preferences will indicate which approach will most effectively resonate with them. Now campaigns for your model of choice can begin. Use the ZIP Codes and demographics of your highest potential customers to create an effective media plan. Based on the data, craft out digital, traditional, or other campaign types that can be run successfully. Focus on the features that will most appeal to your key demographic– all-wheel-drive, navigation, advanced safety features, made in America, etc. Moving that model off the lot and onto the customer’s driveway does not have to be difficult. If the model is not popular in the first place or it isn’t the right time to market it, you may not want to spend money trying to promote it. With the methods we stated earlier, selling a vehicle to customers based on geotargeting and specific marketing messages make moving even the most unwanted vehicle easier. Also, remember the where, who, and what. Where are you targeting your customers, who are your customers, and what medium are you going to use? Using this can help to move that model and grant you sales success.

Published: May 2, 2018 by James Maguire

Published: March 15, 2018 by Marty Miller

In the world of marketing, this can happen to all of us. We think we know how much ad spend we should put towards a PPC campaign or what time a TV ad should air. In this digital realm, dealers are given a lot of data when a campaign finishes. Technology has pushed our boundaries so now, someone looking at a video of a specific automobile on a social media platform like YouTube can be targeted to receive video advertisements for your dealership. With that said, how do you know if you are targeting the right people? When it comes to your campaigns, you want to know your money is going towards the right forms of advertisements as well as the right demographics. If a campaign is doing well, extending out that campaign can be a better decision compared to letting it end. On the other side, if a campaign is doing poorly, pausing or evening stopping the campaign can be more beneficial in the future. The big questions you must ask yourself are: Am I targeting the wrong people? There can be a few reasons why you may be targeting the wrong people. First, the type of campaign can be incorrect. Social media is the newest and hottest form of marketing, but that may not work with your audience. Second, your demographics may be off. Without knowing the key demographics that you are targeting, you could be blindly targeting customers not interested in your vehicles or not in the market. The opposite could be said for that as well. You may be leaving out potential customers in key geological areas around your dealership. Because of this, you could be losing sales. Targeting doesn’t just stop with humans. You must think about your location and what you have in your inventory. If you are in a state like Colorado, you will want to allocate more SUVs and vehicles that have all-wheel-drive. By advertising rear-wheel-drive or sports cars to individuals that exclusively drive SUVs or only research SUVs, that can be a loss of advertising dollars. What can I do about it? A revamped marketing campaign is a good start for a strategy, but it may not be enough. Targeting can be a difficult endeavor, but thankfully there are programs and companies that can help. Experian Automotive’s Dealer Positioning System® can target key ZIP Code™ and display which campaigns are working - as well as which should be cut. Thanks to this type of data-driven targeting, market share and sales can increase even while advertising spend decreases. Another great aspect of using a system like Experian DPS is the ability to create campaigns to target vehicles your customers want. Like the example above of what not to do, you can formulate a plan of attack to focus on SUVs and light-duty trucks in a mountainous area. Conquesting intelligently not only means more people coming through your door but more allocations for vehicles your customers will want. Marketing is important. Whatever kind of advertising you do, remember that building your dealership is important. Having a solid game plan to conquest around you relies on smart targeting and the correct forms of advertising. Experian DPS can help boost market share and increase sales core models which is very helpful. To learn more about how Experian Automotive can assist with your targeting, click here.

Published: February 7, 2018 by Amy Hughes

At their heart, car dealers have always been marketers. It\'s part of learning the trade and understanding the business to gain natural insight into modern marketing and advertising practices. One could even argue that the experience gained through knowledge passed down, trial and error, and exposure to the automotive game itself can yield better strategies than a marketing degree. With all that said, it\'s still important to have the right data to guide the decisions as well as the tools necessary to decipher the data. Although we have a vast amount of information at our fingertips, it\'s very possible to truly build on \"actionable data\" and allow it to define the parameters for a dealership\'s marketing strategy. One of the most important things to consider when you\'re building and enhancing your strategies is that the data allows for decision making on the macro and micro levels. We see trend reports, analytics, and test cases that can influence decisions on both sides of the spectrum. Making decisions on the macro level means wholesale changes or additions. For example, the overall effectiveness of a particular classified advertising website can be broken down to determine whether or not it\'s making the right type of impact. Dealers have so many options today to advertise both online and offline, so making sure that any particular venue is effective is key to success. On the micro level, decisions can be made about how to position the dealership within the individual venues. You may be a big believer in search pay-per-click advertising, for example, and data can help to guide you or your vendor partners to position the dealership properly on search. Knowing which messages about individual cars are effective can be a guide. Then, understanding what zip codes have the highest opportunity level for the individual model can mold your PPC spend, while demographic data can drive effective messaging and help you optimize campaign creative and landing pages. Having access to the data is only the first step. Looking at the data appropriately is an important second step that many dealers are missing. Putting it all together into a decision-driving model is the step that almost every dealer should embrace to allow them to make the best decisions, macro or micro.

Published: January 31, 2018 by James Maguire

Below is our 5 Results for Dealers and Agencies Using DPS infographic.

Published: January 22, 2018 by Amy Hughes

  The auto industry has been riding a wave of prosperity for the past seven years, bouncing back nicely from the 2008 market collapse. But, it looks like rising sales of the past 10 years, are, well...a thing of the past. According to Alix Partners, 2016 sales of 17.5 million units might be the high-water sales mark, at least through 2022. Alix Partners says the next five years sales will range between 15.6 million to 16.8 million annually. Suddenly, it will be challenging for dealers to stay in strong growth mode. How can dealers best react to the tightening market? The Experian white paper “Data Tools Evolve to Give Dealers an Edge in a Tight Sales Market” takes a look at how new and improved data and analytic tools can provide deeper insights to help automotive retailers unlock sales. The paper reviews current market sales statistics, historical sales trends and how dealers reacted during similar market conditions in the past. In addition, the paper provides a look at the challenges faced by automotive retailers, in terms of shrinking gross profit, higher advertising expenses and increased competition. Automotive retailers also will find information on the importance of customer conquesting and a look at technology tools to help provide a deeper understanding and actionable intelligence about local markets. Data and analytics are no longer the private purview of large mega-dealers. The Experian white paper outlines today’s data tools that can be implemented quickly and cost effectively by dealers of any size. To learn more about these trends, download the paper here: https://www.experian.com/automotive/dealerwhitepaper.html

Published: January 19, 2018 by Amy Hughes

The nation’s economic recovery is continuing in a positive upward trend with consumer credit scores coming exceptionally close to pre-recession numbers—the healthiest in a decade. Experian’s 8th annual State of Credit report reveals the nation’s average credit score is up two points year-over-year to 675, and is just four points shy of the 2007 average of 679. “The trend line we are seeing is quite promising,” said Michele Raneri, Experian vice president of analytics and new business development. “With employment and consumer confidence on the rise, the data is indicating that we have made great progress as a country since the recession. The economy is expected to expand at a healthy pace this year and we believe that credit will continue to rebound. All of the factors point towards a good year for credit in 2018.” The study also revealed that year-over-year: Personal loan and auto loan originations increased 11 percent and 6 percent, respectively. The average number of retail cards remains at 2.5 per consumer, while the average retail debt increased $73 to $1,841 per consumer. The average number of bankcards increased slightly from 3.03 to 3.06, with the average card balance also increasing by $166 to $6,354. Instances of late payments (includes bankcard and retail) remained about the same at under 1 percent. And importantly, consumers have a positive outlook with consumer confidence up 25 percent. Top of the credit charts As part of the annual study, Experian analyzed consumer credit habits in U.S. cities. As in previous years, Minnesota continues to stand out with three of its cities — Minneapolis, Rochester and Mankato—leading the way with credit scores of 709, 708 and 708, respectively. Wausau, Wis. (706), Green Bay, Wis. (705) round out the top five. Again, Greenwood, Miss., and Albany, Ga., ranked the lowest with scores of 624 and 626. While still at the bottom of the list, Greenwood and Abany residents did improve their scores by two points. Riverside, Calif.,—fifth on the list—improved its score by four points—the greatest increase of any city in the bottom 10. Generational divide Taking the research further, Experian analyzed consumer credit information by generation, and found: Generation Z (born 1996 and later) is building credit through different methods than the generations before them, with heavier student loan debts and fewer credit cards and department store cards. And they are keeping debts low and managing them well. Generation Y/Millennials (born 1977-1995) have seen their scores climb four points over the past year. They’ve also decreased their overall average debt by nearly eight percent, but have added six percent in mortgage debt. Generation X (born 1965-1976) has a credit score of 658, the highest mortgage debt of all generations, and a high instance of late payments compared to the national average. Their scores have improved, so they are managing their debts better than in the past,. Baby Boomers (born 1946-1964) continue to carry quite a bit of mortgage debt, and have the lowest late payment instances of all the generations. The Silent Generation (born 1945 and before) has quite a bit of mortgage debt, but are keeping other debts low and making payments on time. At 729, they have the best credit score of all generations and the fewest late payments of any generation. To review findings from Experian’s 2017 State of Credit report, join WiseBread’s chat Jan. 18. To register, go to www.wisebread.com and follow #wbchat. To chat with Experian live, and learn more about credit, join #CreditChat hosted by @Experian_US on Twitter every Wednesday at Noon PT/3 p.m. ET.

Published: January 10, 2018 by Sacha Ricarte

Based on statistics from Cox Automotive, Fortune.com estimated one million cars were damaged by Hurricane Harvey, Irma, and Maria. A story on Fox News predicted that 60 percent of those vehicles will be back on the market. Experian is excited to launch our Vehicle Flood Risk Check App, now available for Android on Google Play and iOS in the Apple Store.  This app is available for free as part of our concern and contribution to make a concerted effort to help identify potential flood risk vehicles. “The number of flooded vehicles pouring back into the market is extremely problematic. Experian is thrilled to develop this new app to help mitigate against the risks the industry and consumers are facing,” said Yen Sullivan, Director of Product Management.  “…with this easy-to-use mobile solution, clients and consumers can get instant answers by simply scanning in a VIN without having to write it down and running back to the computer to check.  Our goal was to help address the current pain points by making this entirely free also.” The Vehicle Flood Risk Check App has two ways to help our clients and consumers mitigate against the risk of unknowingly purchasing hurricane-related flood-damaged vehicles. First, users can quickly scan or enter a VIN to immediately identify if a vehicle has any flood damage, brands, or hurricane-related events that were reported to Experian. Second, get an additional layer of protection with a FEMA advisory.  This advisory lets users know whether a specific vehicle was registered or titled in a city that was declared a major disaster area by the Federal Emergency Management Agency. Not only can users have access to our superior flood data from all fifty-one U.S. jurisdictions, National Insurance Crime Bureau (NICB), and other flood data sources, they also have exclusive access to our daily auction flood damage information from the two largest U.S. auction houses.  This is extremely important because once insurance companies declare these vehicles to be a total loss, they are moved in mass to the auctions, making them the earliest places to capture any flood damage.  From a previous hurricane Katrina and Sandy study, flood or flood-related titles do not show up until at the earliest 30-days after the natural disaster, but most are 60-days after.  Thus, without the additional transparency from the auctions, these vehicles will be unknowingly purchased. The second indicator, the FEMA Advisory, has proven in the past to be extremely crucial.  An Experian study proved that nearly 45 percent of branded vehicles damaged during Katrina that were moved to other states the following year, lost their storm-related brands.  By identifying that these vehicles were registered in FEMA major disaster areas, buyers can be more aware and may opt to get these vehicles inspected to be fully protected against flood vehicles that may not yet carry flood-related title brands due to a lag time or were title-washed. Please download the Android app on Google Play or the iOS version in the Apple Store.    

Published: December 20, 2017 by Jennifer Gordon

When gearing up to buy a car, having a checklist of things to look for is important. Happily, it looks like consumers have added something new to the top of that list: managing their credit better. According to Experian’s latest State of Automotive Finance Market report, the average credit score for purchasing a vehicle has increased four points across the board, reaching 722 for new vehicles and 682 for used vehicles. That four-point increase may seem insignificant, but it reveals that consumers are actively managing their credit. With the recent trepidation over the so-called subprime auto finance bubble, the positive change is great news for people in the market to get a new ride. Per the Q3 report, subprime originations reached the lowest level of market share since 2012 (16.6 percent), while prime and super-prime originations showed the largest increases in market share. So what does all this mean? In addition to better managed credit, the increased market share of prime and super-prime consumers shows that industry professionals are leveraging data and analytics when making lending decisions. So if you’re looking to buy a car soon, how can you use that knowledge to your advantage? About six months before zooming to the dealership, take the time to check your credit report to make sure there are no surprises when a potential lender looks at it. Once you know where you stand, you can take steps to improve your credit (if needed) by paying bills on time, keeping balances low and not applying for any new credit before you’re ready to buy that car. Your credit is in good shape, so now what? When car shopping, don’t just look into vehicle make and model. Consider your financing options as well. Different lenders offer different terms and conditions, so comparing options can make sure that you’re getting the best deal possible. For example, our Q3 report shows that credit unions and captive financers (like Ford Motor Credit or Toyota Financial Services) are earning more customers and taking a greater market share of auto lending, at 21 percent and 29.8 percent, respectively. Banks still hold the largest percentage of auto loans at 32.9 percent, but they don’t dominate auto financing like they once did. Leasing is another financing option. Consumers often choose to lease because of lower monthly payments ($412 for a new lease as opposed to $502 for a new loan). The report shows that leasing continues to be a large part of new auto financing, coming in at 29 percent of all financed new vehicles. Lastly, the report shows that loan terms continue to be extended, with the average length of a loan hitting 69 months for new cars and nearly 64 months for used. Extending loan terms can lower your monthly payment, but you should use it mindfully, so the total cost of the vehicle loan doesn’t exceed your budget. For more information about the current State of the Automotive Finance Market report or to view a recording of the webinar, visit our website.

Published: December 19, 2017 by Melinda Zabritski

Auto originations continue to increase — particularly within prime categories. According to Experian’s latest State of the Automotive Finance Market report: Prime consumers grabbed the lion’s share of the total finance market, at 40.9%. Super-prime buyers showed the largest increase, reaching 20.2%. Consumers outside the prime category (credit score of 600 or lower) decreased to the lowest share on record since 2012. Credit unions and captive lenders increased market share of total vehicle financing, growing to 21% and 29.8% — an increase of 6.9% and 35.1%, respectively. As auto loan originations continue their upward trend, lenders can stay ahead of the competition by using advanced analytics to target the right customers and increase profitability.  

Published: December 15, 2017 by Guest Contributor

Alternative Data Shedding New Light on Consumers Why Investors Want Alternative Data Banks and Tech Firms Battle Over Something Akin to Gold: Your Data Alternative data for credit has created national headlines in the past year and a lasting buzz in the financial services world. But what exactly qualifies as alternative data in credit? How can it benefit lenders? Consumers? Ask two people these questions and you may get very different answers. Experian defines alternative data as FCRA-compliant data points that are not typically considered when evaluating a potential customer’s creditworthiness. These data points may include rent payments; utility payments, including gas, electric; telecommunications payments, such as mobile telephones; insurance payments; and any other recurring financial obligations. Taking these alternative data points into account can benefit consumers and lenders in multiple ways. Consider that roughly 45 million Americans have either no credit history, or a credit history that is too scarce or outdated to manufacture a credit score. This group of consumers includes not only minority consumers or those from low income neighborhoods, but also the shared economy workforce and millennials without traditional credit histories. Some estimate 121 million U.S. adults are credit-challenged with thin-to-no credit file and subprime credit scores below 600. “People with little or no credit history, or who lack a credit score, have fewer opportunities to borrow money to build a future, and any credit that is available usually costs more,” said Richard Cordray, while he was director of the Consumer Financial Protection Bureau. Indeed, these consumers are in a catch-22; many lenders will not lend to consumers with credit scores of under 620. In turn, these consumers have trouble building credit, and they are blocked from achieving goals like buying a car, owning a home or starting a business. By combining credit reports with alternative data, a more complete picture of subprime, near-prime and thin-file consumers can develop. And analysis of this data can help lenders evaluate a consumer’s ability to pay. When alternative data like rent payments and an individual’s short term lending history are trended appropriately, it can be an accurate predictor of an individual’s financial behavior, and can be an important step toward promoting greater financial inclusion for more consumers. In addition to using alternative data in underwriting, lenders can leverage the data to help with: Expanding the prospecting universe. Data can be used to enrich batch prospecting decisioning criteria to identify better qualified prospects, suppress high-risk consumers, and offer a more complete borrowing history Account review. Alternative data can help signal a consumer’s financial distress earlier, better manage credit lines and grow relationships with existing consumers. Collections. Identify consumers who are rebuilding credit with specialty finance trades, or who are exhibiting high-risk behaviors in the alternative financial services space. More info on Alternative Credit Data More Info on Alternative Financial Services

Published: December 5, 2017 by Sacha Ricarte

Everyone loves a story.  Correction, everyone loves a GOOD story. A customer journey map is a fantastic tool to help you understand your customer’s story from their perspective. Perspective being the operative word. This is not your perspective on what YOU think your customer wants. This is your CUSTOMER’S perspective based on actual customer feedback – and you need to understand where they are from those initial prospecting and acquisition phases all the way through collections (if needed). Communication channels have expanded from letters and phone calls to landlines, SMS, chat, chat bots, voicemail drops, email, social media and virtual negotiation. When you create a customer journey map, you will understand what channel makes sense for your customer, what messages will resonate, and when your customer expects to hear from you. While it may sound daunting, journey mapping is not a complicated process. The first step is to simply look at each opportunity where the customer interacts with your organization. A best practice is to include every department that interacts with the customer in some way, shape or form. When looking at those touchpoints, it is important to drill down into behavior history (why is the customer interacting), sociodemographic data (what do you know about this customer), and customer contact patterns (Is the customer calling in? Emailing? Tweeting?). Then, look at your customer’s experience with each interaction. Again, from the customer’s viewpoint: Was it easy to get in touch with you? Was the issue resolved or must the customer call back? Was the customer able to direct the communication channel or did you impose the method? Did you offer self-serve options to the right population? Did you deliver an email to someone who wanted an email? Do you know who prefers to self-serve and who prefers conversation with an agent, not an IVR? Once these two points are defined: when the customer interacts and the customer experience with each interaction, the next step is simply refining your process. Once you have established your baseline (right channel, right message, right time for each customer), you need to continually reassess your decisions.  Having a system in place that allows you to track and measure the success of your communication campaigns and refine the method based on real-time feedback is essential. A system that imports attribute – both risk and demographic – and tracks communication preferences and campaign success will make for a seamless deployment of an omnichannel strategy. Once deployed, your customer’s experience with your company will be transformed and they will move from a satisfied customer to one that is a fan and an advocate of your brand.

Published: October 3, 2017 by Colleen Rose

It should come as no surprise that the process of trying to collect on past-due accounts has been evolving. We’ve seen the migration from traditional mail and outbound calls, to offering an electronic payment portal, to digital collections and virtual negotiators. Being able to get consumers who have past-due debt on the phone to discuss payments is almost impossible. In fact, a recent informal survey divulged a success rate of a 15% contact rate to be considered the best by several first-party collectors; most reported contact rates in the 8%-range. One can only imagine what it must be like for collection agencies and debt buyers. Perhaps, inviting the consumer to establish a non-threatening dialog with an online system can be a better approach?  Now that collectors have had time to test virtual collections, we’ve collected some data points. Conversion rates, revisits, and time of day An analysis of several clients found that on average 52% of consumers that visit a digital site will proceed to a payment schedule if the right offer is made. 21% of the visits were outside the core hours of 8 a.m. to 8 p.m., an indication that consumers were taking advantage of the flexibility of reaching out at any time of the day or night to explore their payment and settlement options. The traditional business hours don’t always work. Here is where it really gets interesting, and invites a clear comparison to the traditional phone calls that collectors make trying to get the consumer to commit to a payment  plan on the line. Of the consumers that committed to a payment plan, only 56% did it in a single visit. The remaining 44% that committed to payments did so mostly later that day, or on a subsequent day. This strongly suggests they either took time to check their financial status, or perhaps asked a friend or family to help with the payment. In other words, rather than refusing to agree to an instantaneous agreement pressured by a collector, the consumer took time to reflect and decide what was the best course of action to settle the amount due. On a similar note, the attrition rate of “Promises to Pay” were 24% lower using online digital solutions versus the traditional collector phone call. This would be consistent with more time to agree to a payment plan that could be met, rather than weakly agreeing to a collector phone call just to get the collector off the phone. Another possible reason for a lower attrition rate may be that a well-defined digital collection solution can send out reminders to consumers via email or text in advance of the next scheduled payment, so that the consumer can be reminded to have the funds available when the next payment hits their account. For accounts where settlement offers are part of the mix, a higher percentage of balances is being resolved versus the collection floor. In fact, the average payment improvement is 12% over what collectors tend to get on the collections floor. The reason for this significant change is unclear, but the suspicion is that a digital collection solution will negotiate stronger than a collector, who is often moving to the bottom of an acceptable range too soon. What\'s next? Further assessing the consumer’s needs and capabilities during the negotiation session will undoubtedly be a theme going forward. Logical next steps will include a “behind-the-scenes” look at the consumer’s entire credit picture to help the creditor craft an optimal settlement amount that both the consumer can meet, and at the same time optimizes recovery. Potential impact to credit scores will also come into the picture.  Depending on where the consumer and his past-due debt is in the credit lifecycle, being able to reasonably forecast the negative impact of a missed payment can act as an additional argument for making a past-due or delinquent payment now. As more financial institutions test this new virtual approach, we anticipate customer satisfaction and resolutions will continue to climb.

Published: September 20, 2017 by Rollin Girulat