Ally Financial

Custom User Experience

About Ally

Ally Financial Inc. is a leading automotive financial services company supported by a top direct banking franchise. Ally's automotive services business offers a full suite of financing products and services, from new and used vehicle inventory lists to consumer financing, leasing, inventory insurance, commercial loans and vehicle remarketing services.

Business Challenge

Ally wanted to create a rich online digital customer experience for its lease and retail customers that would increase satisfaction and repeat business. Specifically, they wanted to automate marketing processes in a way that would enable Ally to follow the vehicle and owner through the whole life cycle of ownership.

Business Challenge

Business Objectives

Provide self-service welcome & lease-end information

Automate marketing processes & reduce servicing costs

Increase customer acquisition, retention/loyalty, & satisfaction

The Solution

ChannelNet implemented self-service accounts based on personal URLs (PURLs). This approach enabled customers to easily check their loan or lease end information, such as mileage requirements, and purchase real-time extra mileage. The personal websites created awareness, offered up-sell and cross-sell opportunities, and provided timely information throughout the full customer journey, from welcome and on-boarding all the way through lease-end education and retail retention. Ally has expanded the program beyond Auto to include additional lines of business, with plans to add more.

The solution also includes a targeted email tool that allows Ally to automate a cadence of lifecycle marketing communications based on business rules.

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