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Continuous merchant experience solutions, he noted, adding, "When you sell apps, KPIs
[key performance indicators] go up and churn goes down."
Another aspect of processing continuity is creating
a seamless merchant journey. Today’s consumers Curated knowledge
confidently transact across in-store, in-app, mobile and
online channels. Previously, little attention was given to While subscription-based services have changed revenue
creating a continuous merchant experience. Now device models and produced cost-effective entry-level solutions,
manufacturers offer product families designed to grow several executives pointed out that price is not always the
proportionally with merchants, while offering a consistent biggest barrier to entry. Merchants who previously vetoed
brand experience. a $25,000 processing system may be just as hesitant to
enroll in a monthly subscription for a full-featured POS
"We help ISVs, ISOs and acquirers start, run, grow their if they have any doubt the system will remain secure,
businesses," said Joe Mach, president, North America compliant, connected and up-to-date. By demonstrating
at Verifone. "Our partners and their customers want knowledge of security, regulations, and technology, MLSs
complete solutions. Best of breed doesn't scale in the SMB can establish credibility, they stated.
space. Small business owners are not accountants or IT
shops; they need a simple, elegant, out-of-box experience." Matthew Katz, CEO at Verifi Inc., a risk mitigation
company, said his company works with the entire
Merchants want great support and a single point of processing community, communicating with card issuers,
contact, as opposed to separate contacts for hardware, merchants and solution providers. The goal is to prevent
software and processor, Mach noted, adding that entry- chargebacks and reclaim lost revenue when they occur.
level products with analytics, inventory management "We bring more than a decade of experience of reducing
and advanced technologies enable small and midsize operational costs and maximizing win rates," he said.
merchants to compete like major chains; the only "Our reseller partners provide curated knowledge to help
difference is scale. "Selling complete solutions, not pieces merchants reduce costs and risks and react quickly to
and parts, is a better competitive strategy," he said. "We fraud and chargebacks to ensure the health of their card
deliver complete solutions to channel partners who deliver processing."
complete solutions to their customers. Couple that with
great support and you'll have a partner for life." Jennifer Miles, executive vice president of North America
at Ingenico Group, said her teams work hand in hand with
Marc Gardner, founder, president and CEO of North partners to ensure they have the necessary documentation
American Bancard Holdings LLC, said his family of and APIs to get to market quickly. "Because we view our
companies drives partnership value by creating a superior partners' sales teams as an extension of our own, we work
merchant experience. Invest time, research and resources closely with them to ensure they have the information
to deliver solutions that will help merchants attract, retain they need to not only be educated in the solutions they're
and expand their customer base, he advised. selling, but also have the marketing materials needed to
put their best foot forward," she said.
From this perspective, managers and employees constantly
evaluate the latest technology solutions while adding new Bradford Giles, senior vice president, marketing and sales
elements of security to ensure compliance, he noted. "Our enablement at Ingenico Group, North America, stressed
approach to our merchants is one of growth – together," he the need for educational tools and resources." Old school
stated. "If we can help our merchants be poised to attain, was bringing a bag with card brand decals to put on a
or even surpass, their growth aspirations, then we are window," he said. "Now, with tech exploding and the pace
doing our job." and number of technologies accelerating, MLSs need the
resources to keep up with everything."
Mark Schulze, co-founder, Clover at First Data Corp.,
described Clover as an all-in-one POS and payments ACI's Holland concurred, adding, "Today's MLSs walk in
system with tools designed to simplify running a to a prospective merchant with more of a pick list than
business. "When we started Clover, we weren't building a 'take my box the way it is' today. Besides the box, you
POS; we were developing apps that leverage smartphone may offer a mobile SDK, collection service or alternative
and geofencing technologies to enhance the customer payment acceptance; many acquirers don't offer those
experience," he recalled. services."

Shulze's team of engineers and developers approached the Dale S. Laszig, Senior Staff Writer at The Green Sheet, is a payments
project by asking what other developers would want. They industry journalist and content provider. She can be reached at dale@
designed a platform that is easy to plug into, with APIs dsldirectllc.com and on Twitter at @DSLdirect..
and flexible Android architecture. Salespeople identified
opportunities that are now among the company's leading

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