POS Reseller Offers Top-Notch Customer Support
Written by: Mercury Payment Systems
Introduction
Zohrab Gyunashyan, CEO, Haik Revazian, President, and Alex Hovsepian, CTO, are primary partners of POS Solutions, Inc., a point-of-sale (POS) reseller specializing in Par/Pixelpoint and Microsoft RMS systems. The company is looking at future expansion, but is currently cutting overhead costs – and profit margins -- to compete in the challenging economy.
Challenge
On top of closing deals during the current economic downturn, one of the greatest challenges facing the partners of POS Solutions is supporting merchants who use third party software or stand-alone terminals for payment processing.
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Solution
Their partnership with Mercury Payment Systems® helps POS Solutions close deals and provide service more efficiently.
POS Solutions added free, integrated credit and gift card processing to their total product offering. And, now offer two levels of support, for free, to all merchants using Mercury®. They offer basic software support during regular business hours and after-hours payment processing support free to Mercury merchants. Customers who do not process with Mercury are billed for these services.
“Mercury’s free, 24/7 support model has helped us extend the level of service we can offer because Mercury is always there to help,” says Gyunashyan. “And, we find it so easy to work with Mercury’s technicians because they understand our POS software and are able to troubleshoot 24 hours a day.”
In addition to 24/7 support, POS Solutions relies on MercuryAlerts e-notification technology to deliver top-notch customer care.
“Getting alerts on my phone is a great way to check up on customers,” says Gyunashyan. “It helps me see exactly what’s going on. If someone hasn’t batched out for a few days, I can immediately address the problem.
The company practices honest verbal and written communication. They are comfortable telling their clients about the residuals they earn with Mercury because the partnership allows them to offer free support to their merchants.
“There’s a way of sharing options with the customer that puts payment processing in a different light,” says Gyunashyan. “Why wouldn’t my customers want the person who knows their whole system (me) as a single point of contact? I can call Mercury directly to resolve issues quickly.”
POS Solutions includes payment processing in their total point-of-sale solution proposal during the initial visit.
“We put it in writing that as long as our merchants are processing with Mercury, we will provide basic business support and after-hours payment processing support, free of charge,” noted Gyunashyan. “We present this on the first visit so customers won’t be confused when they get hammered by an independent [payment processing] sales rep later.”
Result
POS Solutions closes more PAR/Pixelpoint and Microsoft RMS point-of-sale (POS) deals as a result of their partnership with Mercury. Since Mercury’s application is already integrated and free, it saves POS Solutions’ customers money because they don’t have to buy third party software.
The all-access pass to Mercury’s POS-specific support also helps POS Solutions cut support costs and time.
“Frantic calls from merchants that can’t close their batch are no longer an issue,” says Gyunashyan. “Payment processing calls are far and few between.”
Together with Mercury, POS Solutions can provide the best customer service possible.
“Being able to extend free, round-the-clock service makes our customers happy,” says Gyunashyan. “In the end, that’s why we partner with Mercury.”
Endorsing Mercury is the keystone of the company’s long-term strategy to build residual and grow their income. The residuals the company earns more than offset the support fees they could be charging all customers.
The partnership has also proven useful in the short term. The economy is affecting the company: they are selling systems but at rock-bottom prices. With slim profit margins, the company has had to limit overhead costs and rely on the extra padding from their Mercury residuals.
“Long-term revenue is what’s going to keep us alive because there are not always new business opportunities,” concludes Gyunashyan. “We’ve tried a few processors and still think Mercury is the best. Others come and go, but we can see a long term future with Mercury.”
About Mercury Payment Systems
Mercury Payment Systems is an integrated transaction processing company created to enhance point-of-sale systems by offering credit, debit, check, gift card and loyalty processing. Mercury’s integrated Internet protocol (IP) or dial-up processing solutions are fast, reliable and affordable. Retailers can leverage the reliability and enhanced efficiency of integrated payment processing to increase productivity and customer satisfaction. Mercury Payment Systems helps resellers increase their opportunities with reseller support and superior technology. For more information call 800-846-4472, ext. 1820 or go to www.MercuryPay.com.