Customer Service
As end-to-end equipment leasing and finance software, LeaseWave stores all information
pertaining to a contract at the most detailed level possible. This includes data
from all parts of the transaction lifecycle, including origination, funding, asset
management, booking, servicing, termination, remarketing, etc. When this is combined
with quick and easy methodologies for accessing relevant information, customer service
becomes powerful. When a customer calls in for information, for example, it is essential
to immediately understand which assets it has under a lease or loan contract, where
the equipment is located, what the customer’s current A/R position is, which invoices
are past due, its previous account history, whether it is a co-lessee/borrower on
some transactions or a guarantor on a certain transaction that is delinquent. LeaseWave
has configurable dashboard-driven modules that allow for access to any key information;
hotlinks to any reports, customer information and sub-modules can be added as needed
to these dash-boards. This allows for a multi-dimensional and 360 degree view of
the customer from a single, user-defined console within the application.
Customer-service dashboard
- Use complex, multi-dimensional search criteria to search and find customers
- Configure a service dashboard that provides a comprehensive customer view
- Add links to dash board to easily launch relevant modules
- Run any report off the dashboard to gain customer information
- Hook into user-defined (client-built) reports as needed
- Drill down to information at customer, contract or asset level
- Relevant links (customer, contract, or asset-related) become active for each level
Third-party customer-service product integration
- Integrate with industry standard fax products
- Integrate with other tools such as predictive dialers
Centralized comment tracking
- Track all comments in one central location
- All comments entered by anyone at anytime against customers are in one place
- Comments (Legal, credit, collections, remarketing, etc.) are viewable on a consolidated
or independent basis
- Comments (Legal, credit, collections, remarketing, etc.) are viewable on a consolidated
or independent basis
- Define any number of departments and comment-types under each department
- Control user access to comments by comment-type:
- Allow only designated users / user roles to add or edit certain comment types
- Restrict certain users / user roles to view-only access to certain comment types
- Deny certain users / user roles view access to certain comment types
- Store comments against all entities in the system (asset, contract, customer, vendor,etc.)
Task set-up and reminders
- Follow-ups and reminders can be automated by the system administrator on an ad hoc basis by individual users
- Each follow-up is tracked all the way through its conclusion
- Emails may be automatically triggered to users/user groups as reminders
- Tasks can be set up and assigned to users
Document generation
- Generate template-driven letters, notices and other such documents
- Trigger generation by system based on criteria being met
- Alternatively trigger manually by user
- Deliver documents via email
- Save generated documents against customer, equipment contract, asset, etc.
