Best Practices

The Next Generation of Customer Service: Serving Clients When, Where & How They Want to be Served

Customer service departments were originally designed to serve traditionalists and baby boomers. But the service-with-a-smile via a toll-free number that satisfied these customers just won’t cut it for millennials and Generation Z. Dexter Van Dango explores this digital disruption and offers practical steps toward anticipating the needs of every customer.... read more

Reshaping Lifecycle Management

Technology is changing the way fleet transportation executives and operators approach decision-making during every phase of an asset’s lifecycle. Brian Holland discusses innovations in analytics, leasing solutions and asset disposal, which have the potential to dramatically affect a company’s bottom line.... read more

Imagine the Possibilities: Technology and the Asset Manager’s Challenge

Comparing the current state of the asset management process to a complex Rube Goldberg machine, Ivory Consulting’s Joseph Moore insists there must be a more streamlined way to get the job done using technology that exists today. He encourages asset managers to reimagine the process and focus on the results which could be achieved via automation.... read more

Fixing the RFP: Improving the Software Vendor Selection Process

Ron Meyer from Linedata examines the pitfalls of the typical RFP process for financial institutions seeking to streamline their processes with software. He says it is vital to ensure that a software vendor will make a great long-term partner, that the cost of a project is in line with industry standards and that the vendor provides direct access to client references.... read more

All Appraisals Are Not Alike, Nor Are All Appraisers: Best Practices Demand Expert Knowledge and Experience

Having the right appraiser can maximize residual values, avoid common valuation mistakes and ensure appraisals withstand audits, reviews and litigation. The Alta Group’s Carl C. Chrappa encourages equipment finance companies to improve the validity of their appraisals by scrutinizing an appraiser’s qualifications and methods.... read more

How to Respond When Told Your Rate Is Too High

Regular Monitor contributor Linda P. Kester discusses how to counteract customer resistance to “too high” rates. She advises salespeople to engage clients to learn how you can better serve them, demonstrating your rose as a problem preventer and solution provider, an ally more valuable than an instant rate dropper.... read more

Effective Asset Management: Optimizing Customer Service in Equipment Leasing

With 72% of U.S. companies using some form of financing when acquiring equipment, honing end-of-term practices is important for both customers and the industry as a whole. GE Capital Equipment Finance’s Jim Kelly provides insight into how companies can streamline end-of-term processes by identifying areas of self-improvement.... read more

Lease Management Solution ROI

Lease management system ROI is not just about bottom-line cost reductions. A state-of-the-art leasing solution does more than lower costs; it also improves your team’s ability to win new deals and serve your customers.... read more

Doing More with Less…

In an era of increased competition and regulation, many in the equipment leasing and finance industry are exploring the use of enhanced technology as a way to gain process efficiencies and improve performance. In a Monitor first, we hear from a group of technology leaders who specialize in leasing software and systems.... read more

Hungry for Growth – Can Technology Help You to a Bigger Slice of the Pie?

Talking with business leaders across the equipment finance industry, it’s clear that the single biggest challenge they face today is how to achieve growth. The overall economy simply isn’t expanding at a satisfactory rate — but is their technology also holding them back?... read more

Embracing Optimization

Today, a growing number of executives can and are taking in and processing large amounts of data and quantifying, analyzing and delivering sophisticated reports in real time. The optimization revolution has democratized the ability to access, process and create understanding of data and thereby made it possible for executives to gain control of their decision-making process. Nowhere is this type of business process management more evident than in equipment financing.... read more

Credit Management in the Age of Recovery

Andrew G. Mesches, a consultant for The Alta Group, and well-regarded for his accomplished career and extensive knowledge in credit and risk management, shares his thoughts on lessons learned from the Great Recession and assessing risk during this post-recession recovery period.... read more

Technology Forecast: Clear Skies for Cloud Computing

It might seem that the consequences of transitioning an accounting and portfolio management team from an in-house solution to one delivered as software-as-a-service are minimal. But a closer look reveals that making the leap to the cloud brings benefits to every level of the organization. NetSol Technologies’ Andrew Lea looks at a few key sections of the org chart to see how the SaaS model delivers not only a mission-critical business application, but a whole new way of managing the business.... read more

Reliability: How to Stop Your Business From Coming to a Standstill

Technology, for everything it brings us, can let us down. The more we rely on it, the more we are vulnerable to its occasional failings, and this is true for our lives both business and personal. But while components can fail, there is plenty that can be done to minimize business impact. CHP Consulting’s Richard Raistrick advises how businesses can set a gold standard for their commercial websites.... read more

Yesterday's Solutions Have Become Today’s Problems

With too many competitors chasing too few deals, it seems obvious that leasing companies will be under increasing pressure to identify new markets and products and find more efficient ways of doing business in order to increase the bottom line. Today’s business climate demands that leasing companies operate in the most efficient manner possible. For many leasing companies, the reluctance to let go of legacy applications may no longer be an option. ... read more

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Terry Mulreany
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Susie Angelucci
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