He said: “At Mann Island Finance, we are big fans of the benefits of digitisation and continue to invest in new technologies to improve speed, accuracy and the customer experience.

“However, technology may not be the key benefit of dealer finance for everyone. We should not underestimate the increasingly distinct benefit that dealer finance can offer through the human touch. The flexibility to retain the human element remains an important capability.”

While a recent Mann Island Finance Monitor dealer survey revealed speed of response remains a dealer priority, it added that a self-serve, digitised process won’t suit everyone.

Therefore, while online finance is important, the capacity to provide a ‘human option’ is a differentiator that dealers should not ignore.

Hughes said: “Not everyone is comfortable with supermarket self-serve tills or online shopping, which often fall short of the friction-free experience promised. It is the same with finance; self-serve may not be appropriate for every customer.

“Some people need an extra level of service; business customers, consumers who don’t understand PCP v HP and perhaps those concerned about their credit status.”

He argues that a gap is emerging for people who value service in preference to focusing solely on speed of delivery.

The growth of finance brokers is evidence that an opportunity does exist and dealers are ideally positioned to fulfil this need, he said.

In addition, the provision of a personalised finance experience can help reinforce the value of the traditional dealer model overall.

Hughes said: “Great technology is an essential part of dealer finance and represents a key part of our investment activity as is our investment in our people. We are committed to being a ‘human brand’ where people matter.”

What's your view? - join the debate here