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to build presently. Additionally, we have decided to move wallets and contactless payments. ePN has been able to
the bulk of our Los Angeles operations to Texas, which we quickly adapt to the needs of the reseller and merchant
see a great opportunity along with substantial cost reduc- by strengthening the integration of our products and the
tions. compatibility of our devices so that the merchant can truly
accept payments anywhere they can do business—indoors,
2. Our industry continues to see lots of consolidation outdoors and online for BOPIS. And our robust cash dis-
which in turn creates fewer choices in the marketplace for count program is beneficial to merchants that are looking
ISOs. I have spoken with several ISOs, and the sentiment for ways to reduce transaction fees, especially for consum-
seems to be the same across the board, which is expected ers who still use cash as their main form of payment.
when you experience mass consolidation and have fewer
large players. Service has gone down and, in fact, some 3. It's incumbent on our community to maintain the high-
seem to be pushing out their ISOs without actually say- est level of security standards to ensure that business
ing it. They are doing this through reduced support and continuity isn't jeopardized, security isn't breached and
service for ISOs and other various needs that ISOs require that sensitive customer data is always protected. With in-
to be competitive in the marketplace. Sure, there are still creased adoption of digital wallets, ecommerce transac-
solid companies out there that are ISO-friendly; however, tions, and contactless payments comes the risk of greater
they are becoming smaller in number due to consolida- fraud—something that the leaders in our industry must be
tion. proactively mitigating.

3. Implement various programs that help merchants 4. Finding opportunities amidst the hard times is key
that have been hit the hardest during the downturn and to revitalizing certain markets. With every bump in the
throughout COVID. Whether that be free processing, that economy comes a chance for resellers and merchants to
is, no markups, which we did at Elite for those indus- adapt to the changes and reinvent their business. We've
tries. Further, we have assisted our customers hardest hit seen numerous new businesses actually develop from
by promoting them with various products we offer at no the pandemic, showing that as an industry, we have the
charge to help increase their respective businesses, which capacity to grow and stay relevant if we continue to cor-
has been successful. rectly anticipate future trends.

4. Any business is a rollercoaster. You have your ups and
downs, and just when you think you are on your way
up something comes along—in this case, it was COVID,
which is an external force that is beyond our control, but
nevertheless impacts your business greatly. My sugges- 2021
tion is to come up with various promotions and pitches
that are geared to help the business even if it may produce
a temporary loss or break even, that is, no profit. Over STILL
the long term, when everything gets back to normal you where the industry meets
should have a merchant for life if you went the extra mile
for them during the darkest times. It is easy to throw in gaylord opryland | nashville | july 25-27
the towel; however, those who are persistent and have a
positive attitude and do not make excuses generally pre-
vail in the long run.

Steve Sotis
eProcessing Network

1. We've learned more than anything over the past year
that communication and education are key to understand-
ing the difficulties resellers and their merchants may be
facing, and what their needs are in order to keep their
doors open. Based on their feedback, we've launched a se-
ries of targeted webinars and educational videos to reach
a multitude of verticals and help them find or rediscover one-stop shop to advance your POS sales
the best solutions to navigate the new needs of the con- • education
sumer. We've also worked closely with ISVs to help them • networking
better utilize our developer tools so they can enable pay-
ments quickly within their own custom applications. • meet suppliers

2. COVID has changed how merchants and consumers are www.GoRSPA.org/RetailNOW
transacting, especially with the rapid adoption of digital
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