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Spotlight Innovators

In addition, the company has launched an enhanced
education program for sales partners. All sales partners
receive intensive training that walks them through every
step of the on boarding process, and offers tips on how to
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 SAePay is a family-owned business based in
intimately familiar with the company’s onboarding and Los Angeles, CA. For over 15 years, the com-
account management processes. With this knowledge, pany has been assisting merchants with pay-
sales partners can expertly guide customers into a full U ment solutions to fit their needs. USAePay's
solution package the first time and help the customer payment gateway supports most of the major platforms
through critical steps that will expedite account activation. in the credit card industry and works with some of the
leading check platforms. USAePay is pleased to work with
A dedicated trainer has also been assigned to the sales most of the larger merchant service banks in the US and
department and sales partners have been counseled to Canada.
consider this individual their own personal relationship
manager and reach out at any time with questions. What’s New:

“This newly concentrated effort is our way of ensuring
every sales partner has a full understanding of all NAB has
to offer a merchant and feels comfortable using our tools
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. Innovating the

The number of NAB Customer Care Advocates has also
been increased by 29%, which has already resulted in an gateway
Average Speed of Answer (ASA) decrease of 50% at NAB.
In an effort to reduce the wait time even more, Customer
Care Advocates from across all three of the support oday’s payments environment, and what has
groups are also being cross trained to support multiple been an ever-changing merchant landscape in
service areas. recent years, has also inspired gateway func-
T tionality to evolve. As a result, processors look-
As NAB continues to showcase and celebrate its ‘Year of ing for a third-party gateway partner are now evaluating
the Client’ initiative, company leaders invite industry a gateway’s ability to innovate just as closely as they look
representatives to consider how this unique approach at its security, compliance and usability.
to customer care sets NAB apart from other processing
providers. “Gateway technology has been a core part of the payments
ecosystem for nearly two decades now,” said Martin
If you are interested in learning more about NAB, its Drake, President of gateway provider USAePay. “While
customer-first focus and its sales partner program, please it’s true that any gateway product must diversify with the
go to: www.gonab.com or call direct at 877-786-1653. industry to stay relevant, the providers who think outside

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