North American Bancard recently conducted a survey in order to determine what would make our systems more user-friendly and improve the overall merchant experience. One thing always received first mention – installation issues. “When I go out to do an installation, it seems I may have misunderstood exactly what the merchant wanted” or “they told me one thing and asked for another” were common comments. The solution to these challenges – allowing sales partners to make changes in the field in real time by accessing the Internet!
As of July, agents have the opportunity to personally modify/edit/change terminal profiles and configurations post enrollment on site, in real time. This new technology offers a much bigger enhancement than one would perceive at first look. Imagine you are onsite, reprogramming a merchant’s existing terminal and you forgot to designate on the original paperwork that the merchant was retail with tip. Now you’re stuck there waiting for someone at tech support to make the change, wait for the change to cycle and then commence another download. With this new system, you now have all the control. “We have included an additional feature on our website at www.agentinfocenter.com that will allow agents to modify their terminals without contacting us,” says Gordon Rimac, VP of IT. “No matter what the change may be, agents can access this tool in the field via the Internet 24/7, modify the terminal and in a couple of minutes complete the download – all without opening a ticket through the Agent Info Center.”
This new technology will work for any terminal that North American Bancard has built in-house, whether it’s Hypercom, VeriFone, Nurit, etc.
“In the future, the grand vision is to give all our sales partners “read and write” access to quite a bit of merchant information, not just downloads, verification and change requests,” says Gordon. “The program is yet to be named, but look for the upcoming announcement that will be sent to all sales partners. It will detail the offering as well as training info. Once this new offering is up and running, if an agent needs additional help, they can contact their ISO support person.”
