Customer: OpenEdge
Region: North America
Challenge: Support US payments provider in delivering personalized customer service to merchant customers
Solution: Envoy (Technical) – Customer Engagement Services
“In Sysnet, we have found a partner we can trust with our customer relationships. The Sysnet team is incredibly knowledgeable about our customers and our solutions”
Erik Frazier, Vice President, Customer Care at OpenEdge
Helping providers deliver top-dollar customer service support
OpenEdge is a leading payment solutions provider helping North American businesses succeed. It provides merchants with secure and personalized payments, including card payments and alternative methods.
As the integrated payments division of Global Payments, OpenEdge serves more than 2,000 technology partners across 60 industry verticals throughout the United States and Canada. It provides comprehensive, personalized support to its merchants migrating to new payment technologies.
The US payments scene is changing quickly, with card payments now representing 40% of all consumer expenditure, while cash accounts for just 10%. This change comes with new regulations and behaviors, of course, meaning more work for merchants to meet new standards and countless customer service inquiries.
The size and scale of the North American market changes presented a challenge to OpenEdge to continue driving innovations in payment solutions while providing the best possible service to customers.
The company subsequently required a partner to help it manage several industry developments at the same time, providing a value-add for its merchants by helping guide them through the process.
A changing payments landscape
Over the last few years, the US has migrated from traditional swipe and sign cards to the more secure EMV® standard – so-called “Chip and PIN” – demanding changes to the card payments infrastructure in-store.
More recently, communication security protocols that protect customer data during the transaction process have also been enhanced, meaning that merchants in the US must ensure their software payments infrastructure moves away from using Secure Socket Layer (SSL) protocol or early Transport Layer Security (TLS) and instead uses only secure versions of the protocol.
“The technology underpinning cashless payments is changing fast, which is good news as it makes card purchases more secure for consumers,” said Erik Frazier, Vice President, Customer Care at OpenEdge. “Yet with so many developments happening at the same time, merchants need help and guidance to make sure their systems stay up to date and provide the highest levels of protection to their customers.”
OpenEdge is committed to providing the best possible support to merchants in North America. Adapting and scaling card and other payment technology to meet companies’ individual needs, the company’s goal is to simplify how transactions are processed for both merchants and their consumers.
With demand for support significantly increasing, however, OpenEdge needed a customer service partner that could integrate seamlessly with its own team to help it continue to provide both industry-leading merchant support, state-of-the-art payment solutions and everything in between. This is where OpenEdge turned to Sysnet.
