Harbortouch Support Doug Demko

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.

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

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

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

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

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

Effective Information Technology ECHOSIGN INTEGRATION CCRF POS upgrade NFC upgrade

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

Escalation Contact Information Harbortouch Online > Contact > Escalation Contacts

Escalation Contact Information

VP, Technical Services Group Questions? Doug Demko VP, Technical Services Group Ddemko@harbortouch.com