March, 2025
Revision Date: March 10, 2025
What’s New in Total Expert?
We’ve been busy making updates to help you engage more effectively with potential borrowers and build stronger customer relationships. This release includes new enhancements across the platform, including better contact management, automation upgrades, and deeper integrations. Let’s dive in!
📌 Watch for the “⭐” icon. These features specifically help loan officers using our platform.
🔍 Customer Intelligence: More Insights, Better Data
Rate fluctuations create opportunities, and loan officers need the right tools to act fast. These updates enrich rate alert data, making it easier to personalize borrower outreach and optimize pricing strategies.
⭐ Rate Alert Enrichment: Expanded Data & Settings – Access comprehensive rate information directly within contact records, enabling timely and relevant refinancing conversations. Rate alerts are now tied directly to a borrower’s loan type to ensure LOs are being delivered high-quality leads.
⭐ Rate Alerts + Product Pricing Engines – Use rate alert data with Optimal Blue or Polly pricing engines to generate personalized pricing and marketing materials.
📌 Rolling out in March. Requires an active pricing engine integration.
📱 SMS Enhancements - Engage SMS
Text messaging is one of the most effective ways to reach and engage borrowers, driving higher response rates and stronger relationships. With Engage SMS, IMBs can create compliant, automated messaging experiences that keep conversations flowing.
⭐ Engage SMS: Automated Responses – When a consumer calls a number used for SMS, they’ll now hear an automated message explaining why their call can’t go through, plus it provides the loan officer’s direct mobile number if available.
📌 Available Now: Automatically enabled for all Engage SMS users.
📁 CRM Upgrades
Keeping track of borrower interactions is key to closing deals efficiently. These CRM updates help IMBs work through contact lists faster and keep a pulse on recent borrower engagements.
⭐ Contact List Slide View – Easily navigate to the next or previous contact within a saved list without returning to the main list or opening contacts in multiple tabs.
⭐ Outcome Tracking in Contact Lists – See the latest recorded interaction and date directly within the contact list to guide your next steps.
📌 Available Now: Enabled for all users.
🛠️ Journeys: Smarter Workflows
Automated workflows are only effective when they reflect real-life borrower journeys. This update ensures that admins can tailor communications based on the most recent loan, improving personalization and borrower engagement.
- New "Most Recent Loan" Condition – Build personalized customer journeys based on whether the loan that triggered the workflow is the most recent one.
📌 Need access? Contact your Customer Success Manager.
📊 Analytics & Reporting: Self-Serve Data Insights
Data-driven decisions give lending organizations a competitive edge. These new self-service reports put actionable insights directly in users’ hands—no more waiting for support.
- Self-Service Contact Reporting – No need to submit a report request! Generate real-time reports on contact data, ownership, and trends directly in the platform.
📌 Available Now: Enabled for analytics users.
🚀 Platform Enhancements
Helping lenders streamline marketing and contact management, these updates ensure better compliance, efficiency, and usability. From smarter disclaimers to enhanced filtering and contact tracking, these features help you move faster and stay organized.
Smarter Marketing & Contact Management
- Prohibited Character Validation for Disclaimer Names – Now, disclaimers cannot be saved with spaces or unsupported special characters, making setup smoother.
- New "Expired" Filter for Marketing Management – Quickly filter expired templates to keep your marketing materials up to date.
- ⭐ Expanded Link Options for Social Media Settings – More flexibility when adding links to social posts from your marketing profile.
- No More Limits on Desired Price Defaults – Set customized default, minimum, and maximum pricing values for rate flyers.
- Military Address Support in Importer & API – Contacts can now include military abbreviations (AE, AP) for state fields.
📌 Available Now: No additional setup required!
🔗 Salesforce Integration: More Syncing Power
For IMBs relying on Salesforce, these enhancements improve data accuracy and synchronization. Full contact record syncing and expanded field mapping ensure more complete borrower profiles.
- Full Participant Sync for Loans & Accounts – Bring over complete contact details—even if the contact record owner differs from the loan or account owner.
- Expanded Lookup Field Mapping – Sync related records from Salesforce to Total Expert for more comprehensive data mapping.
📌 Enabled with respective integration setups. Salesforce Installation Guide
💡Want to Learn More?
Check out our Knowledge Base for additional resources or reach out to your Customer Success Manager with any questions.
Thanks for putting your trust in Total Expert! 🚀