How VWFS transformed document access to self-serve in just four months

Volkswagen Financial Services

Motor Finance and Insurance

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How VWFS transformed document access to self-serve in just four months

Volkswagen Financial Services wanted to make it easier for customers to access their account documentation while reducing pressure on service teams. By introducing a self-service portal powered by Mail Metrics’ SmartView technology, VWFS gave customers secure, instant access to their documents – removing thousands of service calls and emails each month and transforming the customer experience.

The Problem:

VWFS 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.

How we helped:

Mail Metrics worked with VWFS 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.

“65,000 documents downloaded in just four months. VWFS customers now have secure, instant access to the information they need.”

The Results:

The impact was clear from the start. In just the first four months, customers searched 130,000 documents and downloaded more than 65,000. This shift removed around 5,000 emails or calls per month, freeing up service teams to focus on more complex needs.

At the same time, documents are now shared in a way that is more secure, immediate, and customer-friendly, aligning perfectly with VWFS’s ongoing commitment to service improvement.

130k

documents searched in the first four months

65k

downloads by customers

5,000

service calls/emails removed per month