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.

It’s a differentiating service to speed the answering of call and directing the calls as they come in.

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...

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