Testimonial: Streamlining Lockbox Services

My name is Norm Cleland. I'm with the Martin Honda Finance Corporation, which is the captive finance arm of American Honda Motor. We have a portfolio of about, I would say two point three million accounts.

Typically, our AR is covering multiple, formats including checks. So lock deluxe is providing retail lock box services to our operation.

We work with two of the lock boxes from Deluxe, West Coast in Monterey Park and in Delaware.

One of the other things that we did recently was come up with a solution to move away from mail handling in some of original offices for what we'd call exception, processes.

So Deluxe is also managing that. It's not quite a wholesale type of operation, but it mimics that. With the Texas or the Dallas operation, we sort of had to manage that with a number of resources, ensure we had segregation of duties and, of course, the real estate to sort of have that separation from mail coming in, mail being separated and sorted to individuals that are opening these mails, ensuring the contents, documenting all of that, then distributing to the processors. And that's a very lengthy cumbersome process. And at the same time, we were also consolidating, some of our sales office. So we sort of needed the real estate. So it was a storm, perfect storm at the time, more so than trying to just move that operation out from the field office.

So moving all of that into more automated process where Deluxe basically picks up the mail, processes for us, digitizes it, processes the payment was sort of a dream coming through for that field office. So, you know, a lot of rewards there for, and value to the organization. We are able to free up, resources, human resources to work in more value added, tasks. So instead of someone opening mail, now we can have someone looking at why mail was coming in to the office, trying to redirect the behavior of the sender, whether it be a dealership, customer, or third party insurance company. And all of these mails shouldn't have been there in the first place. So, you know, given the attention it needed was a little bit difficult when we were just focused on processing what was coming in. Now that we have moved that outside of the organization to Deluxe to solve that issue we are able to follow-up more attentively to the needs of the customer to address where mails need to be going for proper processing, faster processing.

And it works in our, benefit now that we can collect and have funds available if it goes to the right, address, for example, or the right lockbox.

Deluxe have the approach of hearing their customers and trying to meet their needs. We think having a vendor who can listen to us and basically take some proactive approach to correct issues that when they do come up, I think that is exciting.