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Spotlight Innovators

with the company’s onboarding and account management processes. With this knowledge, sales partners can expertly
guide customers into a full solution package the first time and help the customer through critical steps that will expedite
account activation.

A dedicated trainer has also been assigned to the sales department and sales partners have been counseled to consider
this individual their own personal relationship manager and reach out at any time with questions.
“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.

The number of NAB Customer Care Advocates has also been increased by 29%, which has already resulted in an 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 groups are also being cross trained to support multiple service areas.

As NAB continues to showcase and celebrate its ‘Year of the Client’ initiative, company leaders invite industry
representatives to consider how this unique approach to customer care sets NAB apart from other processing providers.
If you are interested in learning more about NAB, its customer-first focus and its sales partner program, please go to:
www.gonab.com or call direct at 877-786-1653.

SAePay is a family-owned business based in Los Angeles, CA. For over 15 years, the company has been assist-
ing merchants with payment solutions to fit their needs. USAePay's payment gateway supports most of the
major platforms in the credit card industry and works with some of the leading check platforms. USAePay is
U pleased to work with most of the larger merchant service banks in the US and Canada.

What’s New:

Simplifying large-scale EMV management

A s automation becomes increasingly more complex, the number of applications needed to manage critical busi-

ness functions are also growing in proportion. This is true for nearly every facet of business, including the
management of sales, customer service, marketing, and inventory.

The management of electronic payment data is no exception. In fact, business automations for tracking payment activity
have been an integral layer of the core technology mix for most enterprise-level businesses for some time. And, as
compliance requirements such as EMV (Europay, Mastercard and Visa) and PCI continue to advance, the demand for new
payment automations have evolved as well.
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