Development of a Customer Self-Service Platform for Enhanced Leasing Management and Satisfaction

A leading financial leasing company faces rapid digital transformation pressures, requiring efficient, highly-automated online processes to meet evolving customer needs. The expanding customer base demands solutions that reduce manual workload, minimize system failures, lower environmental impact through reduced mailing, and enhance overall service satisfaction. Current manual and analog processes hinder scalability and responsiveness, necessitating a comprehensive digital platform aligned with modern application standards.

A large leasing and rental company within the financial sector seeking to digitize customer interactions and improve service quality.

• Achieve high adoption among customers with at least 98% usage of the self-service portal.
• Support over 1 million transactions, including payments and balance confirmations, via the digital platform.
• Ensure 100% system uptime with continuous reliability monitoring.
• Increase customer satisfaction and loyalty, reflected in a consistently growing Net Promoter Score (NPS).
• Enable remote management features for virtually all customers, promoting efficiency and convenience.

• A user-friendly customer portal accessible via web and mobile devices.
• Secure, automated processing of payments and financial obligations.
• Real-time account balance tracking and confirmation functionalities.
• Remote management for leasing contracts including modifications and document access.
• Continuous system monitoring for high availability and reliability.
• Personalized interfaces tailored to specific customer needs and workflows.

• Payment processing gateways for seamless financial transactions
• Backend leasing management systems for real-time data synchronization
• Customer account databases for secure authentication and user data management

• Achieve and maintain 100% system uptime with ongoing reliability monitoring
• Support scalable operations to accommodate growing customer base and transaction volume
• Ensure high security standards to protect sensitive customer data and financial information
• Provide fast response times and minimal latency for all user interactions

Implementation of the self-service platform is expected to result in at least 98% customer adoption, support over 1 million transactions, and uphold 100% system uptime. Such improvements will lead to increased customer satisfaction, reflected in a rising Net Promoter Score, and a significant reduction in manual workload and environmental impact due to decreased mailing of documents.