Page 30 - GS170601

CoverStory

Electronic Payments: live demo model a computerized test at the end. Today HU mores closely
resembles a university-level program.
EPI launched its first ISO Training Roadshow in 2015, a
half-day training that happened to coincide with the "Harbortouch University, which began in 2008, has evolved
Southeast Acquirers Association's conference that year. into over 100 courses, some of which can be done remotely
Since then, EPI has expanded the program to seven cities and some of which you have to come out on site to our
and will likely add more in the future, some adjacent training center in Allentown [Pa.] in order to complete,"
to regional events and others as standalone events to Isaacman said. He noted that about a quarter of the
broaden the reach to its network of more than 1,000 agents course material is designed for managers who run bars,
nationwide. restaurants or retail locations, and there are educational
DVDs employees can review at home.
The interactive training events are free to attend for
prospective and existing partners. Topics range from Another chief component is the company's Certified
the latest advances in POS technology to tips on selling, Harbortouch Reseller Program. Reseller partners begin
merchant challenges and more. What makes the live at the Bronze (basic software install) level before moving
training events unique is that agents walk away with more to Silver or Gold (more complex system installs) level
than just knowledge; they receive tangible tools for selling certifications. Each level requires a week-long commitment
to merchants. to attend classes held on-site at the Harbortouch training
facility. Participants must pass practical and oral
"We do a demo for them on different verticals, and we examinations to earn certification at each level.
actually give all the attendees a free Exatouch demo tablet
with the software loaded on it, so they can walk through "You literally need to be Bronze for probably six months to
the demo with us," Ashcraft said. Exatouch is EPI's in- a year before you continue to layer it on, because it's very
house POS system. Equipped with the updatable tablet, intense training," Isaacman said. "The Certified Reseller
sales partners are able to demonstrate to merchants on – that's the top-gun level standard where you don't just
screen how to run reports, manage inventory, schedule want to be able to sell it; you want to be able to program
employees and process payments, for example. and install it, and have some ability to support it."
If more in-depth assistance is required during a product He noted that generally speaking Harbortouch is fully
demonstration field sales visit, EPI also offers remote responsible for programming, on-site installation,
training by phone. An in-house assistant can walk training, service and support for merchants, as most
through different functions on screen and answer agents prefer to just complete Harbortouch University 101,
questions while partners are on location with merchants. a computer-based online training program which covers
Agents are advised to schedule blocks of time about 48 Harbortouch POS system basics.
hours in advance, as daily time slots tend to fill up quickly,
Ashcraft noted. Harbortouch frequently hosts training webinars to
familiarize its sales force with various features and
EPI also hosts weekly Training Tuesdays, which are one- programs. "Because the POS system does more than just
hour webinars covering features, developments and run credit cards – it helps run their business – we're often
benefits of Exatouch that are specific to certain verticals. asked how we can help generate revenue, whether it's
Every other week, Webinar Wednesdays sessions focus on loyalty programs, gift cards or better analytics," he said.
other products and programs EPI offers. "But first you've got to master the fundamentals of POS;
it's the heart of this whole thing."
The partner-intensive approach offers many learning
opportunities. "With a little bit of effort, hopping on a iPayment: supplier-ISO connected model
training call or webinar or going to one of our roadshows,
getting hands on with these new products, you can really In May, iPayment hosted its 17th annual Partner Confer-
expand and grow your business," said Michael Nardy, EPI ence. The two-day event brought together hundreds of
founder and CEO. "We're giving you the vehicle, and we agent and ISO partners under the theme Focus on the Fu-
need a good driver." ture. Daily sessions covered information, tools and value-
added solutions for capitalizing on current trends. Also on
Harbortouch: campus-structured model hand were approximately 30 iPayment supplier partners
who exhibited products and interacted with reseller part-
As Harbortouch's integrated POS systems evolved over ners, the company noted.
time, company executives recognized that a formal
training component was necessary to ensure brand "Over the past three years, we've really focused on
consistency. When Harbortouch University launched, industry trends to help our partners prepare for growth,"
the company's PowerPoint training presentation included Reichenbacher said. "It's challenging because we have a lot

30