Total Expert, a CRM and customer engagement platform for modern financial institutions, has released a series of functionality and new products to enhance the customer experience. These additions enable modern financial institutions to build loyalty as they acquire, nurture and retain customers through communication.
As they gear up for 2022, banks and lenders are facing a major shift in the market, creating an urgent need to convert new leads and drive repeat business. According to the Mortgage Bankers Association, lenders will find themselves with almost half the number of purchase and refi loans to fund in 2022 as they had in 2020 – a drop from 13.7 million to just 7.2 million loans up for grabs next year.
“Our market is rapidly changing, and banks and lenders are moving quickly to shore up their customer journeys,” says Joe Welu, founder and CEO of Total Expert. “Our latest product innovation makes it easier for financial institutions to nurture customers through all stages of their financial lives, deliver the right message to the right person at the right time, and to do so with even greater confidence – so no new lead goes untouched and past customers keep coming back.”
The latest functionality builds on Total Expert’s ability to fill the cracks in the entire customer journey. Key features and functionality include a communications package which connects with leads faster via phone and two-way SMS text messaging while maintaining a unified history of customer outreach. The workflow engine optimizes lead distribution with visual workflows for intuitive lead routing that automatically connects leads with the loan officer who meets their needs. With the custom field enhancements, customers get an enhanced 360-degree contact view and leverage unique customer data to deliver a more personalized experience.