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Spotlight Innovators

Payments industry sales representatives also know that
many processing providers do not keep their support
program top-of-mind; let alone take steps to implement
seamless and measurable customer-first practices. These
companies often find out the hard way how their customer
care program impacts the bottom line and long-term
attrition rates.

“If a company has a customer-first commitment, it is
evident in everything they do, and will ultimately result
in great retention,” said Justin Muntean, Senior Vice
eadquartered in Troy, Michigan, award-win- President of Sales at North American Bancard. “Regardless
ning North American Bancard is an industry of how proficient a company is at selling, if their customer
leader in credit card processing, providing support team isn’t just as proficient, customers will have
H a variety of merchant services that help cli- no reason to stay.”
ent companies of all sizes develop solutions for payment
processing, including credit, debit, EBT, check conversion ‘Year of the Client’
and guarantee, gift & loyalty cards, and much more. As
an MSP/ISO since 1992, North American Bancard is dedi- North American Bancard (NAB) recognizes the importance
cated to offering the highest service levels, exceptionally of backing up its sales and relationship management
competitive pricing, and the latest technology to its cli- teams with a genuine customer-first mentality. In fact, in
ent companies, including Pay Anywhere, its proprietary an effort to showcase this commitment, the company has
point-of-sale (POS) solution. With over $34 billion worth deemed 2017 the Year of the Client.
of payments processed for more than 250,000 businesses
every year, North American Bancard is determined to help While the trio of teams that make up NAB’s Customer
American business prosper. Care program - Customer Service, Technical Support, and
Mobile Support - have always been robust and hands on,
What’s New: this year’s concentrated focus to showcase the program,
is in part, consciously reaffirming NAB’s ongoing
commitment to the customer. Each process, from sales
support to account activation to day-to-day client service,
is getting due attention.

And, in addition to reinforcing NAB’s ongoing customer-
first promise, the newly-focused initiative is introducing
several new support measures; all designed to review,
highlight and up-the-ante on existing practices and
ensure the company’s great support metrics can continue
to improve.

Activation! Activity! Top of Mind!
These new measures include emphasis on a strong
activation process. A dedicated welcome team has been
A ‘customer-first’ designated to reach out to every single client at the onset
of the support relationship and guide them through a
focus always wins smooth go live, ensuring the account gets up quickly and
efficiently.

NAB sales partners have also been incentivized with
f you’re a payments industry sales professional, new account activation bonuses and have been provided
you know a dedicated customer care team is one of with new, more efficient onboarding tools designed to
the most vital ingredients to the overall merchant assist them and their clients with more streamlined and
I services package. Not only will this in-house team convenient activation steps.
ensure each new payment solution is expertly installed
and implemented into your merchant’s business environ- In addition, the company has launched an enhanced
ment, but having a great support team also ensures each education program for sales partners. All sales partners
client is properly taken care of throughout the relation- receive intensive training that walks them through every
ship. step of the on boarding process, and offers tips on how to

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