Product: MaxPro CRM software
Company: CIT Global

As some ISOs grow their portfolios, their boarding and customer service software becomes a patchwork quilt: home grown applications and databases stitched together. Each piece works well by itself, but integration has always been an obstacle. Yet increasing portfolio size makes integration more important than ever.

As ISOs upgrade systems, a software suite of crucial components developed by CIT Global for the acquiring industry will help all those bits and pieces work together. The MaxPro suite of customer relationship management (CRM) applications was designed to streamline merchant-interaction functions into a cohesive system.

The software suite includes five modules that can be purchased and installed separately:

1. Boarding module: provides Web-based application processing to bring merchant accounts into the system more quickly and efficiently

2. Marketing application: automates direct mail campaigns and handles lead capture and tracking, surveys, and marketing analysis

3. Sales module: streamlines forecasting, quotes, lead management and distribution, and sales performance assessment

4. Customer service software: gives employees a complete view of a merchant's history. It enables call scripting and handling, issue tracking and contract management

5. Management module: provides merchant profitability analysis and proactive management features.

CIT Global provides complete customization of the software to the acquirer's system. ISOs are too diverse for one-size-fits-all management software.

"There are too many moving pieces," said Mark Dunn, CIT Global's Director of Sales. "There has to be customization. CIT Global brings a 10-year history of tackling some of the toughest IT processes and problems for the e-commerce age."

The software is intended to reside on an ISO's internal server, in order to comply with the Payment Card Industry Data Security Standard.

Although MaxPro software is not hosted on CIT Global's servers, the company uses an application service provider (ASP) pricing/billing model, which Dunn said is typical of outsourced or hosted services. This model enables an ISO to start with the most basic modules and expand over time.

"Many ISOs have grown up out of smaller offices. They end up with a patchwork of systems," Dunn said. MaxPro "connects all these systems together into unified CRM software."

Ideally, the user would have all five modules installed to take full advantage of the system's capabilities. Beginning with the merchant application, information flows from one module to another "so you don't have to re-enter data into siloed systems," he said.

The system "gives a 360-degree view of the merchant ... so that when customer service gets a phone call, they pull up a view and instantly know if it's the third time the merchant has called about this issue," he said.

The boarding software lets the agent amend merchant information. Call time is reduced when customer service has a full view of the merchant's information without running multiple screens or sessions. ISOs can use the software to also provide merchants with daily processing-history reports.

MaxPro is built on an open standards-based, Web-services architecture. Open systems are easy to configure and modify as business needs change, according to the company. The system provides smaller ISOs the functionality of an in-house system needed to reduce merchant attrition, but at lower ASP pricing.

CIT Global
262-966-2215
www.citglobal.com