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S Spotlightpotlight I Innovatorsnnovators

eadquartered in Troy, Michigan, award-win-
ning North American Bancard is an industry
leader in credit card processing, providing a
H variety of merchant services that help client
companies of all sizes develop solutions for payment
processing, including credit, debit, EBT, check conversion
and guarantee, gift & loyalty cards, and much more. As
an MSP/ISO since 1992, North American Bancard is dedi-
cated to offering the highest service levels, exceptionally
competitive pricing, and the latest technology to its cli-
ent companies, including Pay Anywhere, its proprietary
point-of-sale (POS) solution. With over $34 billion worth
of payments processed for more than 250,000 businesses
every year, North American Bancard is determined to
help American business prosper.
What’s New:

Tough times call for unrivaled support

nprecedented times of crisis generally test the support fabric of any business. Therefore, when the COVID-
19 pandemic hit with a vengeance, the support systems of companies everywhere were challenged. While
businesses of all types were struggling to maintain a sense of traction, payments companies - whose busi-
U ness model is to support the ecosystem of commerce - were also feeling the impact. Consequently, one of the
hardest hit areas in the payment processing service model has been the sales function. Not only have business clients
been scrambling to survive, but sales representatives have been working overtime to guide them toward better-suited
service options.

Moreover, the process of finding new business has resembled a game of hunting for a needle lost in the proverbial
haystack. Old methods for communicating with prospects and presenting product opportunities to them suddenly
needed an overhaul. "Merchants of all types have been impacted by stay-in-place and shut-down orders enacted across
the country," said Ryan Malloy, vice president of partner relations at North American Bancard (NAB). "We knew instantly
our sales partners would need every possible tool in the box just to be effective in guiding business owners to payment
acceptance solutions designed for the new normal."
Revisit, renew, and reinforce

Some payment processing and technology firms saw the emergence of new business practices as an opportunity. These
payment providers began focusing more energy on boosting the sales knowledge base and identifying sales gaps that
could be addressed quickly. "North American Bancard launched a series of COVID-19 response trainings for sales partners,
expanded one-on-one coaching, and augmented communications right away," Malloy said, explaining the company
concentrated its sales support efforts on providing sales partners with extra avenues to refresh and gain more knowledge
about relevant products and programs they could offer to struggling merchants.

"We approached the crisis as both a call to guide sales partners toward the right alternative programs merchants can use
to diversify service delivery, as well as a chance to renew and reinforce relationships within our sales partner network,"
Malloy explained.
Easy upgrades

According to Malloy, one of the best parts of NAB's merchant services

For example, merchants who now want to minimize contact with customers, can instantly implement NAB's virtual
terminal feature without enlisting or waiting for help from NAB's customer care department. "We've been steadily
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