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Insights and Expertise

key factors such as standard support hours, availability Large merchants should be asking potential suppliers for
of telephone assistance, access to dedicated support their CSR roadmap and how they are tracking progress
representatives, support team location and language towards their goals. SMB merchants are also starting to
capabilities. Enterprise merchants, in particular, recognize consider sustainability as a supplier selection criterion.
the importance of receiving high-quality support, and Additionally, innovative acquiring capabilities such as
SMBs also are starting to expect to receive the same hyper micro-charity donation support can serve as indicators of
care provided to larger merchants. a payment provider's commitment to CSR.

Building upon customer support is a factor of the quality Unlike enterprise merchants, SMBs value the choice of
of account management provided. Large merchants have contracting merchant services on either a blended or IC++
much more complex environments and sophisticated pricing model. They also seek the flexibility of renting or
payments needs, require integration to a myriad of purchasing a payment device and value receiving hyper-
internal systems, and a large estate of stores and devices care during onboarding. Selecting an acquirer is a critical
to be managed. decision for businesses of all sizes, but especially for large
enterprises, where organizational and cultural alignment
This requires that acquirers provide extremely strong must be weighed alongside technical capabilities and
account management and project management. Having an financial terms. Choosing the right acquirer not only
experienced acquirer with the skills, resources and track enhances revenue streams and reduces costs but also
record to support large businesses is invaluable. improves customer satisfaction, ensures operational
stability and supports long-term business growth.
Flexibility and value-added services
Overall, SMBs prefer a single supplier for all their payments Authors: Lee Jones is chief executive officer of Worldline Merchant
acceptance needs, while enterprise merchants seek the Services UK Ltd. and managing director of Enterprise UK. Habib Ansari,
flexibility to pick and choose best-of-breed providers on country head at Worldline, leads the company's Merchant Services –
a modular basis rather than being locked into a single SMB unit in the UK. Contact Lee Jones via LinkedIn at linkedin.com/
full-stack arrangement. Therefore, a leading omnichannel in/leejones907 and Habib Ansari at linkedin.com/in/habib-ansari-
gateway provider that supports 3rd party acquirers in 8738423a. For information about Worldline, visit https://worldline.
addition to having an internal acquiring service offers com.
tremendous value and choice.

Fast funds settlement periods are important for all
sizes of merchants but particularly for SMBs for whom Payments is our Business
cash flow is critical. Enterprise merchants also look for
a comprehensive suite of value-added-services (VAS) • Expert Witness Consulting Testimony
including dynamic currency conversion, consolidated • Experience in Criminal & Civil cases
real-time reporting, payments orchestration, advanced
fraud prevention, network tokens, SCA optimisation and • Payment Facilitation
a customer engagement marketing platform. • RFP services
• Integrated Payments
When reviewing VAS capabilities merchants should • Least Cost Routing
ascertain if these are in-house developed products or
merely white-labelled products. Higher value should • Card Network Rules
be assigned to the former thanks to the improved level • Payment Gateways
of data integration, faster time to market and improved • Processor Selection
support. Additionally, enterprise merchants operating • 'Hard to Place Merchants'
internationally or within multinational corporations
prioritize acquirers with local payment methods and Let us demonstrate how our our Experience
acquiring licenses to minimize transaction fees, improve
acceptance rates, and cater to customer preferences. and Knowledge can work for you!
Corporate social responsibility considerations Napa Payments and Consulting

Enterprise merchants are increasingly attaching higher
value to suppliers that match their corporate social
responsibility (CSR) priorities. This includes building (707)601-7656
trust with reliable, secure innovative and positive
impact solutions, ensuring respect for human rights and kenm@napapaymentsandconsulting.com
sustainable procurement practices, being a responsible
employer, reducing environmental impact, and helping napapaymentsandconsulting.com
local communities through positive social initiatives.

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