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MyAccount enhancements focus on improved customer experience

MyAccount enhancements focus on improved customer experience

Published Apr. 2016

MyAccount

The next time GM Financial customers log into MyAccount, they might notice several significant changes. Learn more about the improvements we made during Q1 to create a faster, easier and more remarkable online customer experience.

  • Simplified payment options. An enhanced Western Union Retail Speedpay platform helps streamline the payment process, provide a simpler path for payment type and options, and eliminate confusion around fee-based selections.
  • Easier paperless enrollment. Eligible users not currently enrolled in paperless statements will see an option to “GO GREEN” at the top of their MyAccount Dashboards. By updating their preferences, customers will be notified via email when their billing statements are available online, instead of receiving their statements in the mail.
  • Improved account access. Customers now see a countdown message showing how many log in attempts they have left before their accounts are locked. After five failed attempts, users have the option to reset their passwords or call GM Financial Customer Service.
  • Enhanced mobile site. A refreshed interface makes it easier for customers to navigate GM Financial’s mobile site and find their account information.
  • Increased efficiency. New functionality allows lease customers to update their phone and mailing information online, just like retail customers.  

“With each round of updates, we are responding to what customers tell us in the Voice of the Customer surveys,” explained Alicia Gadley, SVP of Customer Experience Management. “We know customers want faster and more convenient payment options. They want to be able to see and manage their accounts with ease, no matter where they are. The improvements to MyAccount are simple but powerful solutions that help improve the overall customer experience.”

While the short-term goal of these improvements is to enhance a GM Financial customer’s experience, the long-term goal is to retain these GM customers for life by delivering an outstanding financing experience.

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