Elavon, a wholly owned subsidiary of U.S. Bancorp (NYSE: USB) and a leading global payment solutions provider has launched a new and unique deployment model in Germany, greatly improving customer service in this key market.
Since April 2012 the service provides Elavon customers with the speed and convenience of engineer installations and engineer Point of Sale (POS) card terminal maintenance, as well as dedicated 24/7 telephone support service. The German acquiring market does not typically operate an engineer model so this is a unique service from Elavon.
The model also provides a web-portal engineer-tracking tool, which allows customer deliveries to be managed more efficiently and effectively. Offering the ability to control delivery expectations, this tool enables Elavon to track engineers and adjust timings with the customer, enhancing service whilst meeting customer needs. Engineers also provide on-site training and because customers are better educated with regard to terminal use they are less prone to making errors.
The model, under the name of Project Genesis, was rolled out in the UK, Irish and Polish markets during the last eighteen months and the UK project was recently a finalist at the Cards and Payments Awards 2012 in the “Best Improvement to Customer Service” category.
Jan Reinink, Head of Business Development in Germany says: “We are providing a unique service, with experts at every level, in order to enhance our customer service offering. Germany is an extremely important geographical territory for us and we feel this new distribution and support service will not only provide a smoother service moving forward but also cut out unnecessary aggravation for our customers providing a win-win situation.”
