Specialist Motor Finance (SMF) will be launching a new online portal for customers, helping them to manage repayments and get support from the company.
Every borrower will be able to access the platform to view an up-to-date profile of their account, propose adjustments to their payment plan and access customer support facilities.
Designed in collaboration with financial software specialist Genius, the system will fully automate the management of SMF’s loan portfolio, with a view of ensuring that customers’ best interests are safeguarded.
The portal forms one part of the firm’s new customer relations management tool, which SMF has invested in for its Chester headquarters.
David Challinor, managing director at SMF, said the service will provide an early warning about any borrower to whom the company should be reaching out to offer assistance. “We are delighted that the hard work put in by Genius and our own technical team has resulted in a highly efficient means of providing the best possible support to borrowers,” he said.
The system will also aim to create a profile of each individual customer and their dealings with SMF, driving a more personalised service for customers.
Challinor continued: “As well as maintaining close vigilance of every individual’s situation, we are also empowering customers to take greater control of their relationship with us.”
Barry Crawford, solutions architect at Genius, added: “This was a very exciting bespoke project which has resulted in tangible benefits for both SMF and its customers, and ensures that both parties stay in full control at all times.
“Features in the system such as diallers, payment processing, screen and call recording, and mobile apps all work seamlessly together and log activity automatically on each borrower’s profile. At the bottom line will be the knowledge every loan account is being constantly monitored, and that extra time is being created for staff to deal with customers in need.”