So an [auto finance firm] is able to reduce the back office from 50 people to eight or 10, and they're able to fund auto loans faster. You have a happy customer, reduced operations costs and you've got a clear process.

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Anytime you don't have to put people in the middle, you get a better process.

138

Banks are centralizing lots of customer service stuff, which gives you the economies of scale, and a better, more consistent process as well. That improves customer retention.

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