Zing Customer Success Story - CarFinance 247 and Twilio Flex

Hi , I'm Nicole Taylor , and I'm the head of products at Car Finance 24 7 .

Car Finance 24 7 are the leading UK online car finance broker .

We work with around 15 different finance companies helping customers to find cars , secure their finance and drive away .

We pretty much invented the model of Get your finance first .

So rather than walk into a dealership and then say I'd like to buy this car on finance with us , you can find a finance option .

We searched like a whole panel of lenders , not just the one or two that a typical deal will have available to you .

The system that we used to use .

There was a lot of information being displayed to our agents across a number of different tabs , which made it was quite hard to navigate , especially whilst they had a customer on the phone .

So it was quite challenging for agents .

Um , and it could take agents up to sort of six months to sort of get familiar with that .

So agents would have to enter a vehicle registration , look that vehicle up , which would take time for us to return the vehicle information they then have to put in all the financial details , the price the term the customer was looking for and then click a button and literally wait for all these APIs from all the lender systems to be able to advise the customer all the different options .

And that could sort of take anywhere up to two minutes to return those results , which is a lot of time to sort of fill .

So yeah , it was It was quite frustrating for agents that they essentially they were felt like they weren't being able to do the job , that they were brought in today because of system frustrations , and it could take agents up to sort of six months to sort of get familiar with that .

The decision was made to redesign the entire agent experience .

When we were introduced to flex , it was bespoke and we could basically make it do what we wanted it to do and to really fit our business .

I was like Flex is brilliant because what it allows contact centres to do finally , is to be able to not only put everything into one screen to make life really easy for employees , but it actually allows businesses to design the customer experience their way according to their vision , what customers are looking for and also what employees really need .

Flex is a kind of reliable contact centre that we haven't had to build ourselves , so I can lean on Flex's features .

And we you know , that plug in development system is a bit like kind of micro services for the U .

I almost so we've got a plug in for this plug in for that and that allows us to roll forward features , roll back features and build new things without changing the old in order to quickly develop the new flex system .

We partnered with zinc .

We've had a great experience working with zinc .

One of the best things that we did with zinc was to actually integrate them as part of our internal development team .

So yeah , so bringing them in as an extension of the team just saw us progress so much quicker than we could have anticipated .

Really , Zing is a tool you build partner and we help organisations make the most out of the to flex platform for car finance .

24 7 .

We've integrated the quotation process into the car search when the agent searches for a car , they can see all the information about that car with the pricing included , and that makes it a lot faster for them .

They don't have to input any of the data of the car into the separate quoting process and just makes it easier for them to find the right car for the customer .

The agents love it .

Um , it really keeps the conversation going with the customer .

Um , so our initial calls , where our agents are usually quoting customers for the first time , usually took around 45 minutes , and we've managed to get that down to about 15 minutes with the help of the new work screens , because it's a lot more intuitive .

The time to onboard agents is 1/5 of what it once was .

I've been doing this for a long time , and I have to say , when I saw Car Finance 24 seven's , um , application , it kind of this was a real eureka moment for me .

It's like that's what we've been talking about .

Those awkward pauses in conversation , Uh , whilst the agents wait for the results to be returned and no more , and we've been able to make the changes needed from the agent's feedback almost instantly in some cases , sometimes in just a matter of days .

In part of our family , really , now they're they're integrated into our team .

Zing are basically like setting the pace for our internal development team .

They , they we we look to God , they go good , like let's do it the way they do it and that's what's what .

Brilliant report .

The quotation process was our biggest win , but that was just the starting point .

We're going to take it straight through to the end of the sales process .

We have already started working with other parts of the business , so our collections teams and also our lead generations teams both have their own work screens now .