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Spotlight Innovators

utilize NAB’s Agent Information Center and the Velocity
Marketplace.

And, it doesn’t stop here. A new, comprehensive webinar
training series has been launched for NAB sales partners.
Each sales partner is encouraged to move through
NAB’s entire webinar training library, ensuring they are
intimately familiar with the company’s onboarding and
account management processes. With this knowledge,
sales partners can expertly guide customers into a full
solution package the first time and help the customer SAePay is a family-owned business based in
through critical steps that will expedite account activation. Los Angeles, CA. For over 15 years, the com-
pany has been assisting merchants with pay-
A dedicated trainer has also been assigned to the sales U ment solutions to fit their needs. USAePay's
department and sales partners have been counseled to payment gateway supports most of the major platforms
consider this individual their own personal relationship in the credit card industry and works with some of the
manager and reach out at any time with questions. leading check platforms. USAePay is pleased to work with
most of the larger merchant service banks in the US and
“This newly concentrated effort is our way of ensuring Canada.
every sales partner has a full understanding of all NAB has
to offer a merchant and feels comfortable using our tools What’s New:
to facilitate smooth and seamless client deals,” says Ryan
Malloy, Director of National Sales. “It’s a new approach
to selling, and it was designed to create a best practice
approach to teaching sales partners how to keep ahead of
the customer’s needs and bring the younger partners up to
the level of our veteran team members.”
Serious customer care can be fun
In addition to taking steps to reduce merchant effort by
training all sales and support associates to raise the bar
in every customer interaction, the company has also
established a ‘fun’ call center environment. Customer
Care Advocates take part in daily team-building events
and activities, and are encouraged to collectively keep a
positive and light-hearted call center environment.

The number of NAB Customer Care Advocates has also
been increased by 29%, which has already resulted in an
In an effort to reduce the wait time even more, Customer Security always
Average Speed of Answer (ASA) decrease of 50% at NAB.
Care Advocates from across all three of the support
groups are also being cross trained to support multiple matters
service areas.

As NAB continues to showcase and celebrate its ‘Year of n today’s digital age, one of the most critical fea-
the Client’ initiative, company leaders invite industry tures of a payment gateway is security. In fact, most
representatives to consider how this unique approach payment professionals will tell you the payment
to customer care sets NAB apart from other processing I gateway is what protects every transaction. While
providers. this assessment isn’t that far off, other security measures
on the processing and merchant sides must also be in
If you are interested in learning more about NAB, its place to complement the gateway’s security framework.
customer-first focus and its sales partner program, please Altogether, they constitute a robust and risk-free environ-
go to: www.gonab.com or call direct at 877-786-1653. ment that is safe from payment fraud.

“Having a certified, reputable and reliable gateway
solution behind transactions is paramount to ensuring
a merchant’s payment services architecture is 100%

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