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Spotlight Innovators

ment, but having a great support team also ensures each
client is properly taken care of throughout the relation-
ship.
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.

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

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