In order to support modern expectations for 24/7 access to account information and streamlined account management processes, Tamarack Technology introduced the TrailView Customer Online Support Service portal. Developed to address the immediate needs of equipment finance institutions and their customers, TrailView aims to empower lenders with the ability to provide convenient and secure online account access to their customers.
“Technology has changed what customers expect from their financial institutions,” Scott Nelson, president and chief digital officer at Tamarack, said. “It doesn’t matter to people if they are accessing their personal or business accounts, they want a modern consumer experience. Designed with the same responsive, mobile-first design used by the consumer banking industry, TrailView empowers lenders to deliver service in a more efficient and cost-effective manner while increasing customer satisfaction.”
Built to address equipment finance requirements, TrailView supports improved customer satisfaction by enabling users to perform common account management tasks online, at any time, using a web browser or mobile phone.
“When used effectively, automation technology improves performance by eliminating time-consuming activities so that staff can focus on the activities that provide more value,” Nelson said. “With TrailView, users can access and self-manage basic account information, dramatically reducing call volume. And, in turn, customer service representatives can focus their time on higher-level consultative interactions.”
TrailView aggregates and presents information already being captured by an organization’s existing CMS and LOS systems. It consists of an external-facing customer portal accessible through a web browser or mobile device, as well as an administrative portal for use by customer service team members. Externally, customers can perform common transactions, including the ability to view contract information, make monthly payments, change contact information and request a buyout quote.
The administrative portal provides control over actions being taken by customers. Hosted on a safe and secure private network, the transaction data is synced every day. Additionally, the site is built so that customer service representatives can see what users are viewing, with the goal of making phone support more efficient.
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