White Clarke Group launched a new version of the CALMS Customer Direct module, which was developed to support finance companies in the process of digitalizing their online finance services.

The module automates the end-to-end finance application journey, from initial finance calculations and data capture, identity verification and credit decisioning to approvals. The core concept of Customer Direct is to empower customers to select finance options online.

Multi-channel integration with existing OEM, captive or independent finance provider websites gives customers access to a finance calculator, dealer locator function and AI chatbot support. For lenders, Customer Direct provides access to digital processing of customer data, automated credit scoring and integrated analytics.

CALMS Customer Direct’s built-in digital processing solutions, such as e-signature and e-ID, provide businesses with a digital alternative to in-person document signing and storage.

The chatbot integration is powered by machine learning and natural language processing, automating responses to customer queries and capturing finance calculation data and preferences. It then guides customers toward the most suitable finance options for them, before capturing further data for processing and approvals.

“The pandemic has prompted an accelerated drive towards digitalization for the auto and asset finance industry,” Brendan Gleeson, group CEO at White Clarke Group, said. “Car sales have struggled throughout 2020, with sales through dealerships being hit particularly hard. As online channels become more prevalent, we can expect to see an increase in customers looking to complete finance applications remotely.

“Customer Direct has seen increased popularity amongst finance companies during this time as they focus attention on digital sales channels and broadening customer reach. With Customer Direct integrating seamlessly with online sales portals and the CALMS Credit and Proposal Management Engine, we’re helping lenders offer an end-to-end, multi-channel, digital car buying experience.”

White Clarke Group is a provider of full lifecycle loan origination and contract management software for the automotive, consumer and equipment finance sectors.