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Spotlight Innovators

‘Year of the Client’

North American Bancard (NAB) recognizes the importance
of backing up its sales and relationship management
teams with a genuine customer-first mentality. In fact, in
an effort to showcase this commitment, the company has
deemed 2017 the Year of the Client.

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,
eadquartered in Troy, Michigan, award-win- this year’s concentrated focus to showcase the program,
ning North American Bancard is an industry is in part, consciously reaffirming NAB’s ongoing
leader in credit card processing, providing commitment to the customer. Each process, from sales
H a variety of merchant services that help cli- support to account activation to day-to-day client service,
ent companies of all sizes develop solutions for payment is getting due attention.
processing, including credit, debit, EBT, check conversion
and guarantee, gift & loyalty cards, and much more. As And, in addition to reinforcing NAB’s ongoing customer-
an MSP/ISO since 1992, North American Bancard is dedi- first promise, the newly-focused initiative is introducing
cated to offering the highest service levels, exceptionally several new support measures; all designed to review,
competitive pricing, and the latest technology to its cli- highlight and up-the-ante on existing practices and
ent companies, including Pay Anywhere, its proprietary ensure the company’s great support metrics can continue
point-of-sale (POS) solution. With over $34 billion worth to improve.
of payments processed for more than 250,000 businesses
every year, North American Bancard is determined to help Activation! Activity! Top of Mind!
American business prosper.
These new measures include emphasis on a strong
What’s New: activation process. A dedicated welcome team has been
designated to reach out to every single client at the onset
A ‘customer-first’ of the support relationship and guide them through a
smooth go live, ensuring the account gets up quickly and
focus always wins efficiently.

NAB sales partners have also been incentivized with
new account activation bonuses and have been provided
If you’re a payments industry sales professional, with new, more efficient onboarding tools designed to
you know a dedicated customer care team is one assist them and their clients with more streamlined and
of the most vital ingredients to the overall convenient activation steps.
I merchant services package. Not only will this
in-house team ensure each new payment solution is
expertly installed and implemented into your mer-
chant’s business environment, but having a great sup-
port team also ensures each client is properly taken
care of throughout the relationship.
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 President of Sales at North American Bancard.
“Regardless of how proficient a company is at selling,
if their customer support team isn’t just as proficient,
customers will have no reason to stay.”

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