Mobilize Cuts Calls by 35% with Car Finance Personalised Videos.
The Challenge
Customers associated their finance agreements with automotive brands (Renault, Dacia, Nissan) rather than Mobilize, creating a brand awareness gap. Traditional printed welcome letters were expensive to produce and mail, and frequently drove customers to call the contact centre with questions that could be resolved digitally.
The objective was to create stronger customer affinity with the Mobilize brand while transitioning to a cost-effective, digital-first onboarding process that empowers customers with self-service tools.
The Solution
Each customer received a personalised welcome video email as their first touchpoint with Mobilize, including:
- Clear introduction to Mobilize Financial Services
- Personalised agreement details (name, car model, monthly payment, APR, payment date, annual mileage, contract length, service plan)
- Step-by-step guidance to register and log in online
- Option to download welcome letter digitally, eliminating the need for printed materials
“The welcome videos have seen phenomenal results from our customers, proven by multiple views and interactions post view. The agreements downloaded represented a huge cost saving and environmental benefit, plus we have seen a 35% reduction in inbound call queries”
Mobilize Head of Digital, Innovation, CX & Comms
Watch the video here
Rich Personalisation
- Tailored Visuals, Exact Customer Car Model Used
- X7 Text Variables
- X6 Audio Variables
- X2 Variable Scenes
- X1 Clickable CTA
The Impact
Mobilize Financial Services transformed their customer onboarding experience by replacing traditional welcome letters with personalised videos, building brand recognition and positioning the company as customer-centric and environmentally conscious.
Moving to a digital-first approach streamlined the onboarding experience, reduced friction, cut costs, and gave customers immediate access to self-service tools for managing their agreements.