Citizens Bank
Partner Case Study
“Citizens has collaborated with LiftForward, a leading technology firm to develop the platform for the Xbox All Access program. The resulting solution is differentiated in that it powers both the online and retail brick and mortar channels in a seamless way and can also help consumer goods manufacturers provide financing programs for their products that are sold through distributed retailers and dealers.”
Program Type and Geographic Scope
Program Type:
| Lender | Merchant | Brand |
|---|
Geographic Scope:
| US | Canada | LATAM | Europe | APAC | Africa |
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Programs
Background
Citizens Financial Group is a bank in the US with $226.7 billion in assets as of June 2022.
Since 2019, Citizens has partnered with LiftForward to provide technical solutions for multiple programs under Citizens Pay, their buy now, pay later platform.
To support CitizensPay, LiftForward also directly integrated into Citizens partners Zoot and Fiserv.
Partner Business Objectives
Accelerate the launch of Citizens Pay programs with Merchants without requiring a direct integration with a variety of different system configurations.
Integrate once with a powerful & stable, yet flexible & configurable, platform to ensure the transaction and loan settlements were always in sync regardless of the different behaviors of Merchant systems.
Program Details
Xbox All Access (XAA)
Operating model (learn more):
| API-Only | Hosted Experience | Hybrid |
|---|
The Xbox All Access program allows customers to pay monthly for an Xbox Series S or Series X, attached with digital services (24 months of Game Pass Ultimate).
LiftForward manages the connection and data flow between the Merchants and Citizens allowing for each to support this new subscription program without changing their system operations or requiring a direct integration.
LiftForward powers the customer journey and dynamically, digitally attaches of 24-month GamePass Ultimate to the console and triggers the activation of the loan with Citizens, allowing for a seamless journey by all participants.
“After successfully launching Xbox All Access with multiple retailers through the LiftForward platform, we continued our partnership to launch Upgrade+ with Best Buy.”
Best Buy Upgrade+
Operating model (learn more):
| API-Only | Hosted Experience | Hybrid |
|---|
Upgrade+ is a Device-as-a-Service program launched by Best Buy US, initially with Apple products, using Citizens Pay as the payment vehicle through the LiftForward platform.
Best Buy leveraged the LiftForward APIs already in place for XAA to allow customers to open a new account with Citizens Pay, purchase a driver product (selection of Apple devices), add AppleCare and accessories, pay in monthly installments and qualify for upgrades.
Using LiftForward APIs integrated with both Citizens and Best Buy, the customer can seamlessly execute an upgrade to keep themselves in the most advanced devices.
“LiftForward’s continued support has allowed us to improve our existing programs and discover opportunities for new ones.”
Microsoft General Financing
Operating model (learn more):
| API-Only | Hosted Experience | Hybrid |
|---|
Microsoft Stores was able to leverage the LiftForward APIs already in place for XAA and existing integration with Citizens to allow customers to open a new account with Citizens Pay in order to purchase any products.
Through the General Financing program, customers can choose Citizens Pay as the payment method when purchasing devices, accessories, software, and warranty through Microsoft Stores in the US.
“LiftForward has allowed Citizens Pay to connect with multiple retailers without direct integration to already seamlessly scale the 3 programs in the US, with more to come.”
LiftForward Solutions
Subscription Management
LiftForward provides business, technical and operational guidance to grow the current Citizens Pay programs and prepare for future ones, including ongoing professional services to the Merchants directly as they seek growth in their customer average order sizes and Lifetime Value. Learn more.
Engage & Purchase
We connect to Citizens’ systems to access product and service information to include in the Program Bundles for Enrollment. Merchants connect to LiftForward to easily package products and services for Citizens Pay-funded programs without requiring a direct integration, which greatly reduces complexity and increases speed to market for everyone. Learn more.
Application & Enrollment
To seamlessly move the Customer to Payment and Settlement, we provide configurable modules for financing decisions and accepting program terms. Despite merchant system and program differences, LiftForward provides Citizens Pay with a standardized flow to allow their credit decision and funding processes to operate as normal; without customization. Learn more.
Payment & Settlement
LiftForward supports both virtual credit card and direct ACH settlement to give Merchants flexibility to choose the payment method that best fits their systems; but also ensures the transaction and loan processes are in sync for Citizens Pay Accounting and Reconciliation needs. Learn more.
Fulfillment & Attach
LiftForward triggers internal and external teams to deliver physical goods, attach digital goods, activate services and launch loan servicing, which ensures that the full subscription bundle is complete for Citizens Pay and customers enjoy a smooth experience. Learn more.
Renewal & Upgrade
LiftForward connects the various Merchants, logistics partners, Microsoft Xbox and other Brands, and Citizens Pay to standardize the end of term processes across all programs, confirm monetary transactions are complete and ensure customers can easily subscribe or purchase again with financing through a seamless experience. Learn more.
Data & Analytics
LiftForward provides detailed reports for stakeholders to ensure visibility into, and measure performance of, every aspect of the Embedded Financing program. Citizens Pay uses a wide variety of reports from LiftForward to support their Finance, Accounting, Reconciliation, Customer Service and Relationship Management teams across all of the Programs. Learn more.
“LiftForward’s analytics provide data for multiple Citizens teams in raw and report form to ensure both Citizens and its Merchant partners have a view into all operations, evaluate performance and quickly identify and correct any issues.”