Meeting Customers Where They Need Us

Background

When Alan M. needed help refinancing the loan on his 2014 Ford F150 truck, he turned to iLending, a company known for outstanding customer service.

Challenges

Alan was an older, retired gentleman from the outskirts of Denver who was decidedly not a technology lover. He was not accustomed to conducting business online — in fact, he did not even have an email address. Rather, he preferred doing business the old-fashioned way — building a relationship by meeting his sales rep. live in an office and shaking hands to get started.

iLending Smart Solution

When Alan received a flyer from iLendingDIRECT in the mail, he called to learn more about refinancing options and was paired with loan consultant Semra Michael to learn about the company’s various programs. Unlike most clients, who favored the speed and ease of the internet, Alan preferred to make the 45-minute drive to Semra’s office several times to transact the refinancing in person.

Results

Semra worked with Alan to make him feel as comfortable as possible throughout the process, walking him through the various documents to ensure that he understood the terms of the new loan. She even helped him troubleshoot problems in canceling his old warranty when he ran into difficulty.

With iLending’s attractive refinancing programs and Semra’s hands-on customer service, Alan became one of the company’s most satisfied recent customers. “The company worked with me to process the loan in a way that worked best for me. I may not have been the easiest customer to work with, but I think we all were really pleased with the final outcome. Semra was truly a lifesaver.