Ideation to Activation
A refreshed online presence, reduced customer service call volume, and the introduction of a new brand
Carfinco provides automotive loans for new and used vehicles to Canadians utilizing a network of franchises and select independent partners. In order to improve their overall customer experience, Carfinco identified the need for a new and more expansive online customer journey.
Carfinco engaged DevFacto to lead an Ideation Workshop which resulted in a three-pronged strategic approach, including:
- Self-Service Portal: Online self-service capabilities for customers coming through the traditional dealer-buyer relationship.
- Direct to Consumer App: An innovative new way of interacting with current and potential customers.
- Corporate Site: Redefining Carfinco’s corporate online presence.
Armed with fully defined roadmaps and project plans, Carfinco needed a trusted IT partner to assist in implementing their new strategy.
A successful project requires more than great code; it’s about partnership and working together to deliver software humans love to use. Following an insightful Ideation Workshop, Carfinco re-engaged DevFacto for the project implementation. With a deep understanding of Carfinco’s requirements, the transfer of knowledge to the development teams was detailed and efficient.
In order to ensure a smooth build, DevFacto utilized the roadmaps created during ideation along with:
- regular and open communication of updates, timeline or budget risks
- project backlog “Grooming Sessions” to ensure focus and alignment
- MVP adjustments
- team commitment to deliver an industry-leading product and customer experience
Through carefully executed ideation and implementation engagements, the partnership has:
- refreshed Carfinco’s entire online presence;
- reduced customer service call volume (by providing a new customer self-service portal); and
- introduced a new brand (AutoArriba) for interacting with clients at the beginning of their vehicle loan journey.
Each of these new programs work together to establish a digital foundation that transforms the way Carfinco interacts with consumers, while also providing a platform for future innovation.