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Spotlight Innovators

team has more than fifty years of collective experience. From sales support to tech support to residual expertise, they are
an agent’s one stop shop. "I built a solid foundation of skills, knowledge and experience in my 8 years working in EMS'
customer service, and technical support departments,” stated Thomas "Ace" Shorter, Agent Relationship Manager. “I
value every merchant account that our agents trust us with and I strongly believe every account is important no matter
how big or small. I believe our time, focus and dedication prevents merchants from switching to another processor and I
strive to build long-lasting partnerships for EMS."

Following are our additional service guarantees:
• Sundown Policy – All emails and phone calls are answered by end of day
• The Buck Stops Here – EMS will get you the right answer whether the individual you contact knows it or they have
to research and get back to you.
• Key Account Relationship Team – Dedicated Client Services team designed to serve the agents with any current
processing merchant issue
• 24/7/365 Client Service Access
Challenge 3: Portfolio Management
Transparency is key to success and a core value at EMS. The company’s MyPortfolio is a comprehensive suite of agent
portfolio tools. Designed to help agents grow their merchant portfolios, the back-office tool adds transparency to each
facet of an agent’s business. MyPortfolio is a powerful, flexible portfolio management system that is simple to use. ISOs
and agents can use the residual hierarchy module to manage multiple residual streams and merchant lifecycles. The suite
offers real-time tracking, client service ticket notifications and automated applications with electronic signatures. "With
EMS' MyPortfolio you can gain unique insights into merchant portfolios, helping you identify critical opportunities to
mitigate churn, determine profitability, and proactively manage your accounts, said Louis LaMarca, Agent Relationship
Manager. “And because we understand that transparency is the key to success, we’re able to provide you the most complete
and current data for your specific business needs."

Following are additional features:
• Online portal accessible anywhere and any device.
• Detailed residual reporting that drills down all the way to the interchange levels
• Create new deals and send for DocuSign with no need to print and scan back to us to process the deal
• Track your deal statuses online for all submitted new deals
• Automated notification of new Client Service tickets for your merchants
• Online access to all your existing merchant’s Client Service tickets
• Online access detailing your merchants’ transactions and statements
• Access to merchant paperwork
• Training and sales materials at the tip of your finger
• Customizable marketing material able to be edited to meet your business needs
• EMSUniversity - a full suite of training and sales tools that includes a digital app allowing you to have customer-
facing slide decks, videos and brochures resident on your iPad or tablet.
Grow with us

January 2018 marked a new milestone for Electronic Merchant Systems, with the opening of a new corporate headquarters
in downtown Cleveland. Neistadt said he was attracted to the historic 250 West Huron building, noting its central location
and additional space will support the company’s continuing growth. EMS sales offices across the country serve tens of
thousands of retail, internet, and start-up businesses, processing $3 billion in annual transaction revenue. Electronic
Merchant Systems has a vested interest in the health, happiness and growth of the local and national communities it
serves. Its local community support includes Coach Sam's Inner Circle Foundation, Cornerstone of Hope, the Greater
Cleveland Food Bank, Providence House, the Cleveland Indians Community Partners program, and the Cleveland Browns
/ U.S. Marines Toys for Tots program. In the merchant services business, partnering with the right company is the most
important business decision you will make. At Electronic Merchant Systems, we know our success is directly tied to our
ISO and Agent community. That is why our agent contracts are customizable, transparent and without obstacles to allow
you to build your portfolio. Together, we can continue to lead the merchant service industry with innovative programs,
personalized support and unprecedented customer service.
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