How one of the UK's largest motor finance providers transformed document access to self-serve in just four months

The client needed to modernise how customers accessed essential account information like loan terms, statements, and other financial documents. The existing process relied heavily on customer service teams, leading to high volumes of calls and emails.

The challenge was to provide customers with a secure, easy-to-use digital solution that improved service while reducing operational strain.

Mail Metrics worked with the client to enhance its use of self-serve tools, initially deployed for transactional communication management.

Together, we introduced a customer-facing portal that allowed policyholders to log in and self-serve, finding the documents they needed instantly. This gave customers more control, improved security, and created a faster, more seamless experience.