About our client

TitleMax is one of the largest title lending companies in the United States. Every day, TitleMax helps thousands of people get the cash they need with a title loan, title pawn, or now in select states, with a personal loan. They offer rates that are very competitive while providing a superior level of customer service. Since the first store’s opening in 1998 in Georgia, TitleMax has expanded to more than 1,000 locations spanning 15 states. With more than 2,000 team members nationwide, they provide their services to customers with clarity and confidence.

Challenge faced

The HR department of TitleMax was beseiged with ever-increasing questions every passing day. Since the HR has been traditionally responsible for answering employees’ queries and concerns, it fell on them to sift through questions that belonged to various categories and levels, starting from elementary questions such as, “Where would I find my PTO balance?”
Simple questions like this ate a significant chunk of their time in a day. This disrupted the usual procedure in the organization badly and affected every other associated assignment.
Additionally, recruitment related questions that come in from candidates, flooded the inbox as well, only increasing the time spent by HR personnel on answering each candidate. Basic screening requirements such as skill set matching also had to be done manually.
The HR and Recruitment team valued the time employees and candidates took to ask questions in curiosity of getting their doubts resolved. To enhance the process of answering these innumerous questions, they sought the help of Coventus

Solution offered

The clients, zeroed in on bots as their final solution and kicked off their market research. They arrived at specific requirements on how the bots should be to meet the needs of their organization. They were keen on getting bots that were easy to use and very flexible when working. They approached Coventus and requested a demo on our chatbot platform. They appreciated the approach of how the bots could be freely designed by themselves in a sandbox like environment with great flexibility and at an affordable price.

Coventus’s team worked with TMX to arrive at a list of the most frequently asked questions and grouped them based on priorities and departments. Then, vChat chatbot experts at Coventus worked on the workflows and drafted them flexibly to efficiently sort through the queries that the HR team handled at TMX

The product roadmap was charted and all the designed workflows underwent testing to ensure seamless working before going live—this mitigated the chance for errors and additional costs.
After implementing vChat chatbots, the employees at the HR department were able to see tangible results. There was a large reduction in the volume of responses that the HR had to type out manually for every inquiry after implementing the bots.
The bots were specially designed and trained to engage with HR inquiries, and so were customized to be more sociable and friendly
Coventus implemented these hiring bots for TMX and to help streamline HR communications that involved recruitment. These bots were specially designed to guide a job seeker about present job openings. These bots were implemented to address eager applicants who are awaiting replies from the HR regarding their application status or those who want to know whether there is a matching job requirement for their profile.
Coventus’s hiring bots were tailor made for this process, allowing people to ask queries regarding open job positions, and offering them corresponding job openings based on requirements. This has streamlined processess and has helped the HR at TitleMax in managing large numbers of applications. They are now able to concentrate better on finding the right candidate, absolutely transforming TMX’s recruitment process.
“We really liked the process of customization and planning from Coventus. Since this was the first bot of our company, it was a whole new process and Coventus really made it easy to work on with real-time testing. There was a quick turnaround at every stage after the questions were framed out for the bot framework. We are impressed.”
Erin Vernon
Senior Talent Operations Manager

Future enhancements

TMX has decided to work with Coventus on developing multiple features in the future as well. They are working with Coventus on visionary engagement bots to manage their inquiries and increase customer engagement with the company. Appreciating the general process and how Coventus handled the queries and looking at the latest technologies used, they are planning to revamp their UI/UX design as well with Coventus’s expert assistance.