Background: Currently, Payments Onboarding only works with Upgrades, meaning clients who are using a software of one of our brands, signing up to add our payment processing to our software. Clients are referred to or connected to an Account Executive who negotiates rates and hardware costs and then creates a case for the Payments Onboarding team. The expectation is that they are set up and processing with us in short order.
A wrinkle to this is the following scenario: A brand new client with no previous relationship to us, signs up for a software and enters onboarding for said software. While the software sales representative usually attempts to sell them on our payment processing in addition to software, that doesn’t always happen. However, there are times when a new customer will change their mind during their software onboarding, and be interested in signing up for payments. In this stage, they are considered Pre-Live, meaning even if they receive their payments hardware and are set up and ready to process because they are not yet using the associated software, they are not yet Live.
This forms a dilemma for Payments Onboarding. While it is technically an upgrade, because the client won’t be using their software for some time, any work done by Payments Onboarding won’t be reflected for several weeks or even months in processing volume. Currently, CSMs for the onboarding software will ensure their payments setups are complete in these situations. The responsibility of the case and its follow-up data entry is handled by Operations.
Current Process:
