1. Fulfillment Channel Services
MSP Channel Management
Client Solution Implementation Group
Lisa Brooks Carmichael
Kristen Addington

2. You Spoke – We Listened Our goals today
Communicate the changes Fulfillment Services has made since we last met
Share how these changes can drive more revenue for the MSP and more business to Elavon
Fulfillment

3. How did we accomplish this?
2010 Accomplishments
Decrease Decline numbers
Decrease Pending and Return numbers
Develop consistency in underwriting
Revise policies and procedures
INCREASE Approvals!
How did we accomplish this?
Fulfillment

4. Value Add delivered 2010 Decline Review Committee
EVERY SINGLE decline recommendation is reviewed by the Sr.
Credit Management team at Elavon.
Result
An increase in the overall approval percentages
Revisions to various policies and procedures (improvements) based on what the decline committee is seeing
Consistency in decisions
Reduce wasted escalation time from your office.  Bottom-line is that when you see a decline it has ALREADY been reviewed by management. 
SIGNIFICANT reduction in escalations AND in the few cases where escalations occur, the decline decision stands.
Fulfillment

5. Value Add delivered in 2010 Pending Review
Senior Credit Management conducts a one hour review session with each underwriter to evaluate every single pended file they have.
While this is time consuming it results in the following:
More approvals. We are overriding some pends
Reduction in pending and return
Improved response time on handling pends based on proactive communication .
Fulfillment

6. 2010 MSP Sales Year-to-Date Highlights
Month
Apps Received
Approved
Declined
Returned
January
2897
92%
208
153
February
3300
93%
226
203
March
3759
91%
307
April
3933
289
198
May
3372
96%
110
241
June
3798
95%
168
207
July
3310
97%
101
192
August
3708
209
September
3808
103
197
Fulfillment

7. Value Add Delivered in 2010
Internet pends are a TOP pending reason Breakdown:
3 month Total/Average
Total Internet Pends
945
Average internet pend %
13%
Average days from pend to approval
8.28
Average Return rate
18%
Fulfillment

8. Internet Pends IMPROVED!
Underwriters will review the Application and website. If any website requirements are missing the application will pend as normal.
An internet pending phone team will now reach out to the MSP to offer conference appointments in which the merchant and/or web developer are encouraged to attend.
Fulfillment

9. Paperless Applications
Development and testing begins in 4th QTR 2010
Uploading becomes an MSP Fast application option
Eliminating faxes and s of application packages to Elavon!
Creating a Paperless pending process
Bringing efficiency to the application review procedure
You will no longer experience:
“lost paperwork”
“app is missing”
“Let me go get that file”
Fulfillment

10. Trend Analysis Top Pend Reasons & Resolution Ideas
W-9 data not complete: must match IRS Records for the business
3rd party financials/tax returns: must be provided including Balance sheet, Income Statement, Cash Flows and Financial notes.
Proof of Existence: This is required on ALL applications. For the 19 commonly used forms of POE please go the Info Center.
All Internet Requirements not met: All ecommerce merchants must meet the 8 requirements set for by Visa MasterCard. See Info Center
Personal Guarantee: Owner must sign the Personal Guarantee section in order for credit to be pulled.
Fulfillment

11. What’s Next for 2011? Focus on reducing the number of Returns
Implement Paperless App Process
Continue increase in approvals
Reduce Internet Pends
Listening – Tier 2 feedback
Pending Phone Queue
Fulfillment

12. Client Solution Implementation Group
Client Solution Implementation Group (CSIG)
Encompasses and streamlines all processes within Fulfillment Ops to work more direct with the RM and MSP
Areas of Involvement:
Project Manager assignment
Boarding
Underwriting
Deployment
Merchant Activation
Project Completion
Turn over to RM RM
MSP
CSIG
CSIG

13. How to Engage CSIG?
Work directly with the Elavon Relationship Manager to
determine if the deal requires CSIG project management
Large and/or complex accounts with processing volume over $5M annually
Existing large or complex account that is adding services
CSIG

14. IMPLEMENTATION REQUEST
CSIG Support during Implementation Request process:
Acknowledgement within 24 hours
CSIG will work directly with the RM to determine the appropriate actions that need to be taken
CSIG will then work direct with the MSP upon being introduced by the RM
IM will hold a discovery call with the RM and the MSP to understand the deal and expectations around set up, time frames and activation plan.
CSIG

15. CSIG DISCOVERY ITEMS Internal/External participants in Implementation
Client Overview
Opportunity History
Sales paperwork
Pre-qualification Status
Pricing
Existing Solution
Proposed Solution
PCI
Interchange
Account Set-up and Configuration
Reporting
Implementation
Criteria for Success
CSIG