Goal
Ensure the customer is live and actively processing payments.
Purpose
To drive merchant activation by establishing prompt, proactive contact following hardware delivery, identifying barriers to processing, and supporting merchants through initial setup and adoption of ICCP.
Scope
This SOP applies to all Customer Experience and Onboarding team members responsible for merchant activation following hardware setup.
Process Overview
Trigger: Hardware completion has been completed and case closed
Initial Follow-Up Timeline:
- Day 2 Post-Hardware Completion:
- First check-in call.
- If contact is not made, continue outreach once per business day for the next 5 business days or until initial contact is made.
Check-In Call Checklist
Each call should aim to deliver a high-touch, supportive experience that covers the following:
- Terminal Functionality Check
- Confirm there are no outstanding issues with the hardware.
- Ensure the merchant is able to power on, connect, and navigate the terminal.
- Transaction Readiness
- Ask if they’ve attempted a test transaction.
- Identify any blockers preventing live processing.
- ICCP Adoption Support
- Gauge whether the merchant understands and is able to take advantage of the Integrated Credit Card Processing (ICCP) benefits.
- Offer guidance or schedule a walkthrough if needed.
- Go-Live Planning
- Ask if they have a specific go-live date in mind.
- If not, help them establish one and align any necessary support around that timeline.