Internet Commerce Channel Design

Consumer Credit Corporation of Major Bank


The client asked LoBue to lead the design effort for a green field e-commerce auto financing capability on a new- direct to consumer auto web site. They needed direction in the design of a processing center and an analysis of the implementation costs associated with the project.

LoBue was asked to…

  • Develop recommended processes and supporting systems to create an E-Commerce fulfillment center that could match the velocity of any designed electronic origination process.
  • Analyze the company's legacy systems structure, compare it against the proposed system, and develop a map that could be utilized to implement the integrated technology. This map would also be utilized to estimate costs associated with these requirements.
  • Develop a cost benefit analysis to compare current bank operations utilized during the development of this on line product, and the proposed costs associated with the fully operational processing center.
  • Develop a detailed project plan encompassing both technology development and full center implementation.

The business environment was one of urgency. There were unique challenges in designing an operation in an e-commerce environment compared to a bank’s more traditional and well established auto financing process:

  • Response needed to be instantaneous.
  • The need to function in a totally remote mode, with no physical contact.
  • An alternate means of securing consumer documentation was required.
  • Ensuring fulfillment support to meet the turnaround time expectations of savvy internet users.
  • Seamless coordination with the auto and ancillary sales functions was necessary.

The client also looked to LoBue to supply the necessary information to develop the request for funding from the parent bank. In addition to the financial benefits of the proposed project, the analysis had to show the importance and critical timing issues essential to the success of a processing center in an E-commerce environment.

  • Consolidation of like job functions.
  • Elimination of job functions that could be replaced by the utilization of electronic communication tools, and efficiencies created by the implementation of enhanced technology.
  • Creation of an E-commerce specialist who could perform multiple tasks in the new environment and achieve desired turnaround times.
  • Implementation of enhanced workflow moving closer towards STP.
  • Traditional channel fulfillment center integration roadmap.


In addition to achieving cost savings in excess of $15 million annually, the project resulted in the development of a complete project plan, including a technology map, that allowed the client to deliver a detailed proposal, including estimated costs and timing required for completion, to the parent company. The program was funded and implemented, resulting in the acquisition of the platform by an e-commerce technology firm at a substantial return on investment.