Tamarack Technology released enhancements to its TrailView Customer Service Portal. Developed to facilitate, automate and improve communication between lessors and customers, TrailView provides 24/7 access and streamlined workflows to boost customer service productivity and customer satisfaction.
“Modern consumers demand immediate access and self-service capabilities from their financial institutions, including their equipment finance partners,” Tim Appleget, director of software-as-a-service products at Tamarack Technology, said. “Through TrailView, we provide customers with an elevated level of self-service capabilities and real-time visibility into their equipment financing accounts. Most importantly, they can effortlessly manage their accounts, access critical information and submit support requests. With TrailView 2.0, we are meeting these expectations and more with increased account access, enhanced self-service functionality and new on-demand payment capabilities.”
TrailView consists of a customer-facing portal and an administrative portal for use by customer service representatives (CSRs). On the administrative side, TrailView 2.0 enhancements include an upload utility designed to simplify bulk onboarding of targeted segments of a portfolio.
Updates to the customer-facing portal include new self-service account management tasks as well as enhanced two-way secure borrower communication via SMS or email. The platform’s account management enhancements include:
- Document exchange, which allows for the uploading of key borrower documents and downloading of contracts and amortization schedules
- Payment history, which offers the ability to view recent payment history records and unpaid balances
- On-demand ACH, which enables customers to enter bank payment information to process payments through the ACH system
- Tax summary and history, which provides support for customer inquiries related to taxes, including interest paid and balance information
“Having spent a majority of my career on the corporate side, I know firsthand how important customer support and speed are to an organization’s business goals,” Appleget said. “Not only do consumers want access to their account information on their schedules, companies also want to maximize the impact of their CSRs. Through TrailView 2.0, we are further reducing the number of customer requests so they can focus on other duties that drive profitability.”
