In conjunction with the Cars Online 2017 survey, we asked supplemental questions about financing and found out what do car buyers and owners expect from the financing process. Our study reveals that the legacy model —in which the dealer acts as the central point for all interactions with the buyer, including financing—is changing. And that change is being driven by a consumer who is connected to information and resources, a consumer who is in charge of the when, where, and how of the financing process. Forward-thinking auto finance organizations are developing mobile platforms that connect them to car buyers. This customer-driven reinvention of the financing process will only continue.
Auto finance organizations that recognize the new dynamic and respond to consumer expectations—above and beyond using financing as a facilitator to acquire the vehicle, as is common practice today—will be best positioned to win the business in the future.