Q – Can I get a trial login to try out the system?
A – On a case-by-case basis, we will sometimes set up a proof-of-concept for a client that has their data in it. But we don’t typically issue you logins to a demo system. We’d be happy to get on the phone with anyone to walk them through specific sets of functionality. And if you have specific problems to solve, let us know what they are and we’ll tell you how we solve them.
Q – Can I give you my residual data and have you pump it into the system for me to try it out?
A – On a case-by-case basis, we will sometimes set up a proof-of-concept for a client that has their data in it. If we’ve already certified the file from your processor, you are far enough along on in the sales cycle, we can consider this.
Q – Where does my data reside?
A – The data and documents in P2 (i.e. leads, opportunities, accounts, merchant locations, merchant applications, statements, etc) resides at Salesforce.com. SFDC’s business model is around shared environment (multitenant) where many customers are on a shared architecture. They have an entire Financial Services and Banking vertical and have been vetted/audited by the likes of Merrill Lynch, Citibank, and Cisco. They’ve had zero intrusions/security failures in their 8 year history. Few companies can afford to invest what SFDC has invested in security and infrastructure, one of the reasons we chose to leverage their architecture. See www.trust.salesforce.com for real-time view of their performance standards, security, and infrastructure.
Q – Who has access to my data?
A – You own your data. You can download it at anytime. POS Portal does have access to your SFDC Org for administration and troubleshooting purposes.
Q – Do you have integrations to processors for residuals?
A – In most cases, we don’t have direct integrations with processors for residual files. We provide a tool that allows our customers to upload their residual files into the system. When we bring a new customer on board, we certify their residual files. Customers then download files from the processors and then upload them into our system for calculating residuals and analyzing profitability.
Q – Can we track our costs for each processor?
A – Yes, costs for each processor can be tracked. During implementation POS Portal will map your residual file(s) to P2 so that you can analyze your cost and residual data and report it to your downstream Agents/ISO’s/Referral Partners.
Q – Do you have the ability to do click-to-dial and automatic screen pops based on incoming calls?
A – There are multiple CTI integration vendors available on the AppExchange that integrate directly on the Force.com platform. Depending on your requirements, it’s likely that one will meet your needs. If one of the AppExchange partners doesn’t meet your needs, we will work with you to investigate alternatives.
Q – Can you have a telemarketer set an appointment for a sales agent?
A – Yes, there is a P2 License offering that allow shared calendars between a telemarketer and W-2 or 1099 Sales Agents.
Q – Can we use our lead capture tool and pass the lead into P2?
A – Yes, the Force.com platform has a very robust API for integrating other systems, including passing a lead in from a third party system into P2.
Q – Who do we call for support?
A – Customers call POS Portal for support. Support SLAs, including severity definitions, response times, and hours, are defined in our Master Service Agreement.
Q – How long does the implementation take? How fast can we get up and running?
A – Of course implementation times vary based on the complexity of the customer’s requirements. A typical ISO Office implementation takes approximately 4-6 weeks, from the time we get your initial workflow and requirements to when you roll out the system to a first phase of users.
Q – Who makes changes for us in the future?
A – You can make most changes yourself, as an SFDC administrator. This includes changing page layouts, adding and removing fields, and defining workflow rules. You can also make more complex changes and even write custom code in your Org. Salesforce.com offers many online and in-person training classes for working with the base Force.com platform. And there are many resources available. However, some customers are not interested in taking on complex administration or development. POS Portal offers professional services that you can purchase in bundles of hours or on a project-by-project basis.
Q – Can we have multiple people share 1 login?
A – We don’t recommend sharing logins. When two people login as a single user and share a password, you compromise data security, record ownership isn’t established, and you lose all audit history because you don’t know which user was logged in at any given time.
Q – Can you get to card-level detail residual data?
A – Typically for Retail ISOs, we do not maintain card-level transaction detail. This level of detail is typically not available in the monthly summary files that our ISO customers upload into the system. However, we for larger ISOs and Acquirers we do get daily files of transaction data (auth, capture, and settlement) that we store in our Transaction Data Warehouse.
Q – Can you create automatic approval rules for underwriting?
A – Yes, with P2’s you can create auto-approval rules that factor in merchant attributes, such as SIC code and monthly volume, that can be used to auto-approve merchants.
Q – Can I board directly to my processor?
A – Yes, if your processor has a boarding integration that allows customers and third party vendors to transmit merchant data directly to their front/back end systems. Merchant data captured during the sales process can be transmitted per the processor’s boarding specifications. The specification is determined by the type of relationship you have with your processor.
Q – Does the system integrate with Outlook?
A – Yes, because P2 is developed on the Force.com platform, it easily integrates to Microsoft Outlook so that calendars, contacts, and tasks can be synched between the two systems.
Q – Do we need to sign up with Salesforce?
A – No, your relationship is with POS Portal and POS Portal manages all client billing.
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