MerchantE

Summary

MerchantE, a leading payment processor, partnered with OvationCXM to empower their merchants with self-service tools, deliver exceptional merchant support, and implement a robust software suite. 

Problem

MerchantE is undergoing a reorganization, including spinning off its terminal management business. They needed a reliable partner to manage their terminals and support their merchants.

Solution

MerchantE has been an OvationCXM customer for several years, beginning a partnership with the company when it was formerly a services-first organization called Boomtown. In early 2024, MerchantE expanded its partnership with OvationCXM to add in CXM software capabilities to enhance their merchant experience. The combination of OvationCXM’s CX Support and CXMEngine^Ⓡ software enables MerchantE to:

• Manage its terminal network, ensuring more seamless terminal management for their merchants. 
• Offer Level 2 customer support to their merchants, handling more complex inquiries beyond basic troubleshooting.
• Implement a comprehensive software suite through OvationCXM’s pioneering CXMEngine platform, including robust case management to streamline and resolve merchant issues; self-service knowledge resources for merchants to find answers instantly, and provide real-time assistance to merchants via trained virtual assistants. 

CXMEngine also offers pre-built connection to Salesforce, allowing MerchantE to leverage the bidirectional data flow within its existing Salesforce installation for improved transparency and collaboration. 

Benefits

Through this partnership, MerchantE expects to reap several important benefits:

• Improved merchant support and efficient real-time assistance 
• Enhanced self-service capabilities
• Reduced workload
• Streamlined workflows

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