We're on a mission
A mission to become the leading vehicle protection provider in the industries we serve. To maximize our future success, we need to continue to evolve as a company to meet the changing needs of our industries and our customers.
Our challenges
As Protective Asset Protection continues to grow, we’re excited by the opportunities that lie ahead. However, we know that our growth has caused numerous challenges that are impacting our agents, dealers and multiple teams throughout the division. While dealing with these challenges is not easy, we’re making progress on several key issues.
Improvements we have already made
Process improvements
- Implemented a forms checklist process, which ensures required updates are made to prevent possible lender objections and delays. This expedited the form review process by allowing the editor to quickly identify recent lender updates.
- Consolidated lender form variations, which eliminated multiple lender forms where possible, resulting in reduced filing fees for DOWCs. The consolidation also reduced installation and submission errors. This process is in use today for state law and lender changes and will continue to be applied for future changes.
- Improved the forms Q&A process to include peer review for all DOWC forms (leveraging additional staff). Future enhancements to the forms Q&A process will include improved tracking of change requests for in-flight forms.
Increased staffing
- New team members have joined Customer Service and we’ve also added new colleagues in Claims along with our Lender Filings team.
- Additional hires have been made to support our DOWC business. New roles have been created for DOWC business process owners, a new DOWC team manager will monitor daily activity and identify process improvements, and we’ve significantly increased the size of our DOWC accounting team, tripling its size since USWC became part of Protective.
- IT resources have been added with the addition of a scrum master and product owners to help organize daily technology and business needs, and ensure commitments are met.
- There have been strategic planning roles added. This will help us create better alignment across departments, hold teams accountable on matters that impact our customers and focus resources on processes which produce better quality, efficiency and reduce risk
- The migration of F&I Café to the new unified portal (Protective Connect) is currently set for the spring of 2023.
- We will soon implement a single request intake, which will expedite routing of inquiries and requests, ensuring collection of accurate information during the initial request and reduce the need for follow-up. Tracking more granular form development metrics to increase visibility of bottlenecks.
- We will establish an automated transfer of forms data, which will expedite the form installation process and reduce human error.
- We have invested significant resources to automate the escrow check process and add ACH functionality that will be completed by the end of Q1 2023.
- Numerous and ongoing Sales Operations and Client Relations business process improvement investments have been added to our budget to better support our customers both now and in the future.
Thank you
While there’s still work to be done, these improvements and investments will help provide a better employee and customer experience moving forward. Please be on the lookout for additional updates in the coming weeks. Thank you for all you do.
