Written by Retha Lewis (Keitzman Auto Finance Solutions Directors)
The Covid-19 Pandemic and the Acceleration of Digital Transformation
The Covid-19 pandemic has changed the world. No single event in history has driven the uptake of digital solutions like Covid-19 — for businesses and individuals alike.
Technologies influencing not only Finance and Insurance (F&I) practices, but also motor sales, have never been as relevant or profound as they are now.
For many South Africans post-lockdown, behaviours surrounding entering public spaces — including dealerships — have changed. Customers are now dictating how and where they will make their vehicle purchases.
The days of grand car dealerships are numbered, as the way people browse, interact, and transact evolves. More customers are demanding digital car buying experiences that are seamless, convenient, and transparent.
How Consumer Behaviour Has Changed Post-Lockdown
Modern consumers have become more digitally aware and time-conscious. Gone are the days of driving from dealership to dealership. Instead, buyers are researching online, requesting quotes virtually, and expecting contactless financing and digital paperwork.
This shift has fundamentally changed the traditional dealership model — forcing the industry to adapt rapidly or risk being left behind.
The Traditional F&I Model Is No Longer Sustainable
“For many South African motor dealerships, the traditional way of operating — specifically in the sales and F&I space — will most likely have to change,” says Keitzman Auto Finance Solutions Director, Retha Lewis.
Retha saw the ‘writing on the wall’ years ago — realising that the traditional F&I operating model would become unsustainable and eventually obsolete. This change was driven by customer demand for digital, convenient, and transparent experiences.
Introducing the Virtual F&I Call Centre Concept
In response, Keitzman Auto Finance Solutions embarked on developing the concept of an F&I call centre, designed to meet these new consumer expectations.
Creating a Robust Virtual Strategy for F&I
The first step was establishing a robust virtual space strategy that combined lead generation, structure, and processing.
For success, the strategy required that customers experience a seamless and fully digital process from start to finish.
Digital Platforms and Online Document Processing
The second critical element was a digital platform enabling F&Is to process every document online — including contracts, ROAs, and VAPS — along with the ability to sign all documentation electronically.
Keitzman Auto Finance Solutions Leads the Way
Once the foundations were set, the team successfully implemented its first F&I call centre in 2017.
This call centre now conducts 95% of its business online, making it one of the first of its kind in South Africa.
When a lead is received, the customer deals with just one point of contact — an individual trained in both sales and F&I.
Why the F&I Call Centre Model Works
Each F&I in this call centre environment is fully qualified in both sales and finance processes. They are trained on vehicle features, capable of processing finance applications, obtaining approvals, and selling Value Added Products and Services (VAPS) — all through a digital, compliant system.
Retha explains that this unified model provides major advantages:
The customer deals with a single representative.
All contracts are signed electronically.
FAIS compliance is maintained throughout.
The process is faster and more transparent.
One Point of Contact for Sales and Finance
“The real value add lies in the fact that all of the F&Is within this call centre come from a sales environment,” says Retha. “Each staff member is highly skilled in sales, enabling a new way forward for F&I — where the F&I is also the salesperson.”
Fairness and Transparency Through Structured Processes
Each F&I is targeted around total profit, not just first or second gross. Customers are offered VAPS relevant to their specific needs, using a scripted needs analysis to ensure fairness and transparency.
Proven Results
“This call centre has enjoyed marked success. Since its implementation, the number of approved deals has increased and customer satisfaction levels have improved,” adds Retha.
She believes much of this success is due to the single point of contact approach, which builds rapport and trust, making customers feel their best interests are being served.
Upskilling Staff for the New Era of Digital F&I
Retha also notes that the new world of F&I focuses strongly on upskilling staff within the call centre environment.
Most team members did not come from a dealership background. “This allows us to train each staff member in the new way of doing business — meeting customer needs in a more convenient, seamless, and transparent manner,” she explains.
Ongoing training and constructive supervision by senior staff ensure continuous improvement, professional growth, and a sense of ownership across the team.
Comparing Traditional vs Call Centre F&I Models
In contrast, traditional dealership setups — where sales and F&I are handled separately — often create a disjointed experience.
The handover between sales and F&I frequently breaks down, with only about 5% of transitions working smoothly.
“The traditional setup has been the norm for so many years that the industry stopped listening to what the customer actually wants — a trusted, convenient, and digital experience,” Retha concludes.
Meeting Modern Consumer Demands Through Technology
Modern consumers want fast, simple, and digital solutions. They no longer wish to spend hours at a dealership or sit through piles of paperwork.
Instead, they expect a seamless online car buying and finance experience — from quote to contract — powered by secure digital platforms and professional remote assistance.
The Future of F&I in South Africa
As digital adoption accelerates, dealerships must embrace technology-driven F&I models to stay relevant.
Consumer demand will continue to drive the need for convenient, secure, and transparent online solutions. Now is the time for dealerships to evaluate and modernise traditional F&I practices, ensuring they don’t miss valuable opportunities in the post-COVID world.
