1. Harbortouch Support
Doug Demko

2. Goal of Support
To provide our customers and sales partners with a world class support team. Focusing on low call times and also striving to provide resolutions to issues and high levels of customer service.

3. THREE PILLARS OF EFFECTIVE SUPPORT
Improvement Plan
THREE PILLARS OF EFFECTIVE SUPPORT
EFFECTIVE
INTERNAL
PROCESSES
EFFECTIVE
PEOPLE
EFFECTIVE IT

4. Effective People Increased staffing Remote NC operation
Employee training
New employee benefits
New recruiting efforts
Increased staffing
Remote NC operation
Employee training
New employee benefits
New recruiting efforts

5. Effective Internal Processes
Creating programs that allow our call center to solve problems
NFC upgrade program
POS upgrade program
POS swap - outbound calls
Ticketing system

6. Effective Information Technology
NEW PHONE SYSTEM
We receive 392,568 calls per year - That’s over 1,000 calls per day
The new phone system will help us handle these calls much more efficiently
Ability to enter MID
If every merchant enters their MID when calling, we can save 18 hours of work per day for the call center!
New routing features
VIP call queue
Overflow queues
Call-back feature
VIP call queue

7. Effective Information Technology
NEW PHONE SYSTEM
Advanced reporting
Calls per time of day
Average Staff per hour
Staffing requirements

8. Effective Information Technology
ECHOSIGN INTEGRATION
CCRF
POS upgrade
NFC upgrade

9. Effective Information Technology
RE-KEY TOOL
Has assisted 333 merchants
Has processed 12,648 transactions
Saving 208 man hours in 2.5 months
Increases accuracy of re-keys

10. Escalation Contact Information
Harbortouch Online > Contact > Escalation Contacts

11. Escalation Contact Information

12. VP, Technical Services Group
Questions?
Doug Demko
VP, Technical Services Group