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payment experience in a remote environment, we have been able to facilitate The platform is incredibly simple to
the transition of many of our clients from receiving payments in person, to implement, but very powerful. It uses
providing an easy and convenient online portal that drives self service and artificial intelligence and SMS or chat
gives customers access to their information online, 24/7. By reducing the need to engage customers in open-ended
for face-to-face interactions, Biller Genie gives safety and peace of mind to our conversations, and then processes
clients and the customers they serve. the data to give merchants immedi-
ate, actionable information, so they
3. Same answer as 2. can know what their customers are
thinking and the relative importance
4. I believe that the ability to be flexible and find creative solutions to identified of things with which they are both
shortfalls is the only way to increase merchant portfolio margin and volume satisfied and dissatisfied.
in a post-COVID world. Many business owners don't even know the problems
they have, let alone how to fix them. As payments industry professionals, we It also provides instant alerts when
have a vast array of hardware and software available that solves problems be- customers express dissatisfaction, al-
yond the transaction. It is our duty and responsibility to help these businesses lowing the merchant to contact the
identify deficiencies in their collections practices, evaluate potential service im- customers and turn negative experi-
provements, and provide education and access to the most effective tools that ences into positive ones. Finally, it
our industry has to offer. measures and improves Net Promot-
er Score (NPS), which is an important
Clinton Baller indicator of the likelihood that a mer-
PayNet Merchant Services chant's business will grow.

3. We have offered contactless, mobile and online payment options to all of Jared Isaacman
our merchants and let them know that we are here to assist, as always. We are Shift 4 Payments
also working with an enterprise customer feedback platform called Chatter —
www.chatterresearch.com — to bring their solution to SMBs through our ISO and 1. In March, we implemented a com-
other ISOs and ISVs. pletely remote working structure to
make sure our entire staff could so-
cially distance, without having to
choose between their health and their
job. This included purchasing and
distributing hundreds of laptops to
our employees across the U.S. We've
been operating this way for months
now without any operational set-
backs. And because we went all-in on
working from home initially, we have
the luxury of not having to rush as
we recover. We can get back to nor-
mal at our own pace.

2. A large portion of our merchant
customers are restaurants and hotels,
which were some of the hardest hit
industries. They had to either close
their doors completely or scale back
dramatically. We launched an ambi-
tious campaign, Shift4 Cares, with
a goal to raise $200 million to help
struggling local hospitality busi-
nesses. We sold gift cards on behalf
of these businesses to provide much
needed revenue while they were
closed or scaled down. Shift4 also
contributed an extra 5 percent direct-
ly to the business for every gift card
sold.

3. Our top priority for our custom-
ers has been giving their businesses
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