Our client is one of Poland’s leading leasing companies, with over 20 years of experience in the market. It specializes in comprehensive financing of fixed assets, supporting the growth of small and medium-sized enterprises and corporate clients. It has built a strong market position, particularly in the area of agricultural machinery financing, by combining a broad range of offerings with high-quality service and consistently prioritizing reliability, transparency, and partnership-based relationships with lessees.
Our collaboration involved the implementation of a self-service portal that provides customers with constant access to leasing services, regardless of time or location. The goal was to enable customers to independently complete selected processes online—from updating contact information and managing consents to electronically signing lease agreements and signing loan agreements.
Client
A company offering comprehensive financing solutions for businesses and individual customers—leasing, loans, and long-term rentals
Solution
Implementation of the eBOK24 self-service platform based on the proprietary LeaseTech Customer Platform solution
Outcome
Streamlining and Automating the Customer Service Process
Project Objective
eBOK24 – Online Customer Service Center
The client's goal was to create a modern self-service channel for lessees. Thanks to this channel, users gained access to information about their contracts and the ability to handle their most important matters online, all in one place.
Business Challenges
The Foundations of a Modern Self-Service Platform
Greater customer independence
Before beginning our collaboration, we defined our key expectations for the self-service platform, which was intended to streamline day-to-day service for lessees and give them greater independence in handling matters online.
All services at your fingertips
The platform was designed to provide customers with quick and convenient access to services without having to contact the hotline. Key features included simplified login, the ability to update user and company information independently, consent management, access to online payments, the option to defer payments or reschedule installments, and the ability to electronically sign new lease agreements.
Intuitive interface and process safety
The portal was designed not only to meet the highest security standards but also to provide users with a simple and intuitive experience in line with UX/UI best practices. It was crucial to create a solution that combines the convenience of everyday use with the security of financial processes.
A digital process instead of traditional service
One of the main design objectives was to expand the range of tasks that customers can handle on their own through an intuitive platform available around the clock, rather than relying on the traditional service model. Interactive applications made it possible to complete processes entirely online, without paper documentation, which also reduced operating costs.
Comfort and convenience without leaving home
The platform gives users greater flexibility in their day-to-day interactions—from giving consent to be contacted, to updating their information and changing payment due dates, all the way to making online payments. This allows customers to conveniently handle their most important matters on their own, in one place, and at any time.
Results of the Collaboration
Increased online customer activity
Following the implementation of the LeaseTech Customer Platform, customers gained convenient access to self-service features
As many as 95% of active users have an account on eBOK24, and 75% of them use the portal regularly
24/7 Self-Service
The solution allows customers to perform many tasks on their own, including updating their contact information and managing their consents
Customers can also download documents and use the e-invoice service
Fully Digital Leasing Processes
The platform allows you to manage leasing and loan processes from anywhere, at any time
Leaseholders can submit interactive applications, sign agreements electronically, and make changes to their payment schedules
Convenient Liability Management
Customers can make payments online and use the self-service payment deferral feature
Thanks to eBOK24, lessees gain greater flexibility in managing their obligations
Our goal is to design processes that are as convenient as possible for our customers—not only during the contract signing stage, but above all in our ongoing after-sales service. We recognize that our products are used by businesses with various ownership structures: from sole proprietorships to farmers to corporations. That’s why our services must be flexible. We are committed to ensuring that our customers can take advantage of the widest possible range of self-service options. Thanks to the LeaseTech Customer Platform, we are developing these solutions step by step and delivering them at the highest level.
Magdalena Reimann
Director of the Digital Services Development Office
