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The 2021 Fall Product Release: Enhancing the Customer Experience

Total Expert’s fall release includes new products and functionality with a variety of updates focused on enhancing customer experiences by enabling financial institutions to more easily manage and oversee individual touchpoints across lending and banking journeys. 

This release continues ​our mission of building customers for life with improvements that make it easier for mortgage lenders, banks, and credit unions to acquire, nurture, and retain customers.

Acquire: Connect First to Launch New Relationships

The following updates work in tandem to help you acquire more customers by enabling you to personalize customer communications at the earliest possible touchpoints. These in-app capabilities make Total Expert users more productive by elevating your ability to better manage and connect with leads. 

Communications Package

Quickly connect with leads and contacts through phone and SMS messaging. By managing outbound outreach directly from Total Expert, you can:

  • Personalize outreach and create human connections with more options to connect with leads via their preferred channel.
  • Empower end users with essential insight into leads to create better customer engagement strategies and overall experiences.
  • Personalize the customer journey with call center functionality natively integrated with an all-in-one CRM and marketing automation platform.  

Workflow Engine

The Workflow Engine is an intuitive lead routing builder that empowers sales managers and marketing admins in their shared goal of boosting conversions by:

  • Routing leads to loan officers based on established qualifications (licensure, workload, etc.).
  • Monitoring lead performance and enabling real-time adjustments, if needed.
  • Elevating the customer experience with optimized lead routing. 

Nurture: Sustain and Support Existing Customer Relationships 

We’re making it easier for you to nurture your customers with enhancements to our Journey canvas and custom fields, simplifying your ability to deliver the right message at the right time throughout the customer journey. 

Journey Canvas Enhancements

Create Journeys with greater confidence using built-in recommendations to maximize performance and deliver a tailored, personalized experience. These enhancements take always-on customer engagement to the next level and give marketing admins the ability to:

  • Know exactly where customers are in their Journey with at-a-glance status condition and expanded previewing to inform next steps.
  • Deploy Journeys precisely when intended with improved control over communication timing.
  • Elevate engagement with the ability to drive personalization at scale.

Custom Field Enhancements

Create use-case-specific custom fields (for contacts, loans, accounts, and entities) to inform marketing strategies and empower sales teams. Built to the specific needs of modern financial institutions, Custom Fields Enhancements empower you to:

  • Collect and leverage unique customer data to deliver a more personalized customer experience. 
  • See custom fields via the contact details page for an enhanced 360-degree contact view.
  • Control visibility of custom fields to give roles the information they need most.  

Retain: Develop Lifelong Customer Relationships 

We’re helping you retain more customers through our enhanced filtering capability within both the contact list page and Campaign Builder. This filtering capability, along with the ability to transfer loans and contacts to other users in the organization, provides greater access to, and control of, your core data – that is, any custom field on a contact, loan, or product. 

Enhanced Filtering Capability

Accelerate personalized communication with the ability to filter by any custom field on a contact, loan, or product. These advanced segmentation possibilities drive more conversions by:

  • Empowering marketing admins to refine and cater campaigns to existing customers.
  • Providing an enhanced 360-degree contact view to pinpoint qualification of contacts for cross-sell, promotion, and special offer campaigns. 

Transfer Loans & Contacts

Transfer loans and contacts associated with those loans to other users within the organization to ensure an ideal and consistent customer experience. This function:

  • Enables administrators to seamlessly transfer ownership of borrowers and loans to other relationship managers as relationship manager shift.
  • Helps ensure customers experience seamless service. 

How Total Expert Can Enhance the Customer Experience

Consumers’ trust of fintech is on the rise: the market for digital lending is expected to balloon from 10.7 billion in 2021 to 20.5 billion in 2026 and 14.2 million Americans with a checking account consider a digital bank to be their primary financial institution. Given these realities, financial institutions need to prioritize their digital communications framework.

It is no longer enough to simply have a framework. You must identify a partner that empowers you to consistently improve your digital communications framework.

This consistent improvement is what Total Expert delivers. Our quarterly product releases represent our ongoing commitment to deliver the best possible solution for our customers’ changing needs. We are dedicated to enhancing the customer experience. If you’d like insight about how the latest Total Expert updates will make your customers’ lives better, set up a time to chat.