Los Angeles — Westlake Financial Services launched its newly redesigned Website. This marks the first major redesign of its Website in almost four years.
“The primary goal was to have a simple clean approach that was easy to navigate and understand in order to provide the best level of service for our customers,” explained Rich Damschen, marketing analytics and business strategy manager. “Whether they are dealers or currently have loans with us, they have uniquely different needs. By identifying their needs we were able to guide them through an optimized path to better serve them.”
He goes on to say that there was a major change to a “customer-focused” approach to navigation, making it easier to achieve “what you needed to do, based on who you are. For a visiting dealer this could be getting general information to become a partner with us. For our current dealer partners, this is showing our other products and offerings as well as highlighting our technological advancements. Customers with Westlake loans have two distinct paths: self service or a direct line to customer service to address special needs and field questions.
“We met with the various business units to determine the needs and how to best serve our customers. Once we had the requirements we met with our programming and design teams. By incorporating so many talented individuals in the process we were able to quickly turn around the desired results,” Rich said.
Future Website plans include a Spanish version of the site, direct integration with Westlake’s CRM platform and live online chat for customer service.