S&U PLC (LSE:SUS) chairman Anthony Coombs talked with Proactive about the company's recent industry award successes, including recognition for AI-driven improvements in collections and customer relations, as well as Advantage Finance being named Car Finance Provider of the Year.
S&U PLC (LSE:SUS) chairman Anthony Coombs joined Proactive to discuss a series of major industry awards won by Advantage Finance, highlighting the company's focus on customer service, responsible lending and technology innovation.
Coombs explained how Advantage Finance received recognition for the Best Use of Technology in Collections after introducing AI enhancements designed to strengthen customer communications. Rather than replacing human interaction, the technology helps staff maintain better records, improve communication quality and identify customers who may benefit from additional support regarding repayment arrangements.
Discussing the award-winning approach, Coombs said: "This is not instead of communicating. This is in addition to and making communications more accessible, more successful."
The interview also covered Advantage Finance being named Car Finance Provider of the Year, an achievement Coombs described as a significant milestone given the business's size and history. He credited the award to the efforts of employees and the leadership team responsible for guiding the company's strategy.
Coombs further highlighted recognition received by Advantage Finance chief executive officer Karl Werner, who won Business Leader of the Year, alongside awards for Lisa Dunn in compliance leadership and Keith Charlton in risk management.
The conversation also explored the company's people-focused culture, investment in employee wellbeing and plans to expand AI applications into other areas of the lending process in the coming months.
Proactive: Anthony, congratulations are in order. You won the Best Use of Technology in Collections for your AI work in collections. Judges said you got on and built something while most are just talking about it. What did you actually build?
Anthony Coombs: These awards reflect our strong customer relationships and our desire to make them even closer. Finance is fundamentally a people business. Our people are our staff and our customers.
The Best Use of Technology award recognised AI improvements we introduced into our collections and customer relations departments. These improvements help us communicate more effectively and spend more time with customers.
This is not instead of communicating. This is in addition to and making communications more accessible and more successful.
The technology helps us record conversations more effectively and identify customers who may benefit from discussions about arranging repayments in a sustainable and responsible way.
We are also developing new AI projects related to progressing car loans to customers. These initiatives should come on stream within the next two to three months.
In addition, we received the Car Finance Provider of the Year award for the entire industry. Given Advantage Finance's history over the past 25 years and its relative size, that is a tremendous achievement. It is a huge tribute to the staff and the people who guide the strategy of Advantage.
We also received the Business Leader of the Year award through our chief executive officer, Karl Werner. He has done a tremendous job leading the company through a difficult period following FCA intervention under Section 166, which disrupted the business for around two years.
I would also like to recognise Lisa Dunn, who received an award for Outstanding Leadership in Compliance, and Keith Charlton, our chief risk officer. These awards reflect our commitment to treating customers in a responsible and sustainable way.
Proactive: You were competing against major industry players, including TransUnion, StepChange, Close Brothers, Carmoola and MotoNovo. What do these wins say about where S&U is heading next?
Anthony Coombs: We have always believed our team is exceptionally strong because we built it from the ground up. The team is highly professional, family-oriented and feels connected to the business in a way that may be harder to achieve in larger organisations.
Advantage Finance now employs around 220 people. It is important that employees feel motivated and part of a family. That is one reason why we have invested in our business park in Grimsby and created welfare and breakout areas where employees can socialise and relax.
We are most proud of our people culture, and I believe that is one of the key reasons why we continue to win these awards.
Proactive: Anthony, congratulations again. I hope you continue to keep us updated on your progress in the industry. Thanks for your time today.
