Close Brothers Motor Finance is improving the in-branch experience for its dealers and customers by making changes to the way it handles enquiries.
From 2017, branches across the UK will see customer calls being handled at a centralised location. The changes mean that Close Brother Motor Finance branches can continue to focus on providing outstanding service to dealers, being on hand to answer any telephone queries they have with underwriting or customer settlements, among other offerings. Customers will also benefit from quicker response times, improved customer satisfaction and first contact resolutions.
The move comes as findings from its recent Dealer Satisfaction Survey* revealed that a good level of service is one of the reasons for dealers preferring Close Brothers Motor Finance to other providers. Both contact and service with the branch were highlighted as important factors. The survey also found that quick decisions and responses, as well as access to a team that understands the dealers’ business, are the key factors most likely to be seen as important when dealers choose a financial provider.
Paul Kaye, Sales and Marketing Director, Close Brothers Motor Finance said: “These changes continue to strengthen Close Brothers Motor Finance’s branch network – a unique proposition in the motor finance industry – helping to ensure local dealers are supported with business development whilst using local knowledge to help cater to their customer’s specific vehicle and financing requirements.
“The move means that there will be two teams allowing us to be able to focus on where we are already strong – delivering outstanding customer service, as well as our underwriting and our dealer servicing.”
