GC Services Clears Backlog and Brings Significant Savings to Automotive Finance Partner
A few years ago, one of our automotive finance partners was paying 7,000 parking, red light and tollbooth violations a month on leased vehicles. The citations were paid by credit card and expensed. The client would then send a letter to the Lessee with a copy of the citation and the receipt. There was a backlog of 8,000 unprocessed citations, and the client was being charged late fees as a result.
The client reached out to GC Services to take over the back office project, and establish a process that could help them avoid paying any late fees as well as help them clear the backlog. We added new hires to our existing customer care program, and then transferred some existing client-dedicated agents to the back office project, which meant that the assigned agents were already familiar with the client’s culture and customers.
After Go Live, it took GC Services’ team only two months to clear up the entire client’s backlog. During this time, we generated thousands of dollars in total savings for our client in avoided late fees in the first year by ensuring the citations were processed and paid on time.
For the past four years, the team has processed 60,000 citations a year for this client. The team is comprised of universal agents, who can increase efficiency for the client by processing calls during times of high call volume.
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