The Volkswagen Bank offers financial services, such as vehicle finance, direct bank business, insurance products, leasing, and fleet management to Volkswagen, Skoda, Audi and Seat customers in France. The Volkswagen Group is in France since 1960 and is a major force in the auto market with a 11,9% market share, 15,000 employees and more than a thousand points of sale and service. In 2010, Volkswagen customer numbers grew by 20-25% with a corresponding increase in debt collection needs. This triggered a decision to select and deploy a customer interaction management platform aiming to make debt collection more effective.

The Altitude uCI multichannel contact center solution was selected and deployed in under three months and it now manages several thousand outbound and inbound calls and texts related to debt collection every month. Agent productivity and debt recovery rates have greatly increased since.

The Altitude uCI solution enabled Volkswagen Bank to become more efficient and effective at debt collection while ensuring compliance with regulations and enabling fair debt collection practices. According to Marc Pazos, Debt Recovery Director at Volkswagen Bank, “The Altitude uCI solution helped us manage growing customer debt, by optimizing our calls, automating agent tasks, retrieving and feeding customer interaction information to our CRM system. This enabled us to be more effective, without becoming annoying or alienating the customers.”

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