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February 13, 2017 • Issue 17:02:01

Healthy relationships build

vibrant businesses

merchant," she said. "These partners are on the front lines
of implementation and service, whether it's managing an
EMV [Europay, Mastercard and Visa] migration or helping
them adopt mobile and cloud-based POS solutions."

ISOs need to provide tailored support services to help
sub-ISO partners perform optimally, Austin added. For
example, some sub-ISOs appreciate ISOs contacting
merchants directly; others prefer to run their own help
desks, relying on super-ISOs for Tier 2 service and support.

The Green Sheet interviewed payments industry leaders
on how ISOs, sub-ISOs and MLSs can improve partner
relationships in the 21st century. They offered numerous
By Dale S. Laszig insights and recommendations.

hether they write a few or a thousand deals Improve service
a month, most merchant level salespeople
(MLSs) agree that theirs is a relationship Henry Helgeson, Chief Executive Officer and co-
W business. Changing technology and con- founder of Cayan LLC, said customer service began
sumer trends have led many to consider what the future as an afterthought in payments. "We weren't initially
may hold for their hard-won bonds with merchants and trying to solve problems upstream," he said. "Help desk
acquirers. Will automated, self-service models replace the representatives were trained to pick up the phone and
personalized service that has historically defined mer- knock out a problem quickly. Sub-ISOs, aware that larger
chant services? acquirers had poor levels of service, would fill gaps with
their own enhanced service levels."
"Super ISOs may technically own a merchant account
and take the risk, but keeping that merchant depends on
the downstream and merchant," said Nancy Austin, Vice Contributed articles inside by:
President of the Northeast Acquirers Association and co-
owner of Continuum Card LLC. "When sub-ISOs don't
receive good service, they will submit the next deal to a Brandes Elitch ........................................................................................22
different ISO." Kirsty Tull .................................................................................................25
Theodore F. Monroe ............................................................................28
John Tucker .............................................................................................38
Austin, a former Verifone executive who has worked
with numerous ISOs and agents in her career, noted that Jeff Fortney .............................................................................................42
many MLSs work with multiple ISOs, navigating various Bob Olson & Naga Jagadeesh ..........................................................44
levels of service, product offerings and risk management
policies to find the best fit for their merchants. "The TOC on page 3
super ISO's primary customer is the partner, not the
Continued on page 34