A Recipe for Enhanced Customer Experience and Lower Fees

Case Study: Quick Gateway & Payment Partnership Switch Leads to Improved Service, Lower Fees

Today, most software companies work with third-party gateways to facilitate electronic payments within their software. This integration and the company behind it can complement a software package or become a source of frustration, wasted time, missed opportunities and even loss of revenue. Take, for example, the experiences of Abaco, a developer of cloud-based business management solutions for screen printing and custom apparel companies.

Issues

Problems will occur. When they do, the true test of a partnership is how quickly they are resolved. When users of Abaco’s Teesom software required support for payments-related issues, Abaco’s payment gateway provider was slow to respond, if at all. Additionally, frequent staff turnover within the payment provider meant Abaco’s account manager often changed, negatively impacting communication. 

In an attempt to solve the issues, Abaco tried using Stripe and Square as Teesom’s payments gateway, but found customer service to be even worse, and for companies who pride themselves on the ease of payment integration, Abaco experienced subpar integration support. 

Even more frustrating, the prior payment gateway provider kept making coding changes, which required Abaco to spend many hours redeveloping to regain payments functionality within Teesom. 

Finally, the prior payment gateway provider took a passive approach to driving payments innovation and recommending new features and functionality. In fact, when Teesom customers requested an ACH processing option to reduce expenses, the prior gateway provider could not accommodate the request.

Solutions

Paystri, a strategic payment solution provider specializing in vertically oriented payment partnerships, has addressed all of Abaco’s needs and more in much less time than you might expect (weeks not months). In Paystri, Abaco found an innovative payment partner that provided heightened customer service, all the latest technical payment features they required, and exceptional hands-on integration support.

Paystri support is one Slack message away, and the initial response time is immediate. In the nearly two years of working together, Abaco’s contacts within Paystri have stayed the same, unifying the companies’ support teams while providing consistency in communications that were lacking with other payment gateways. 

Paystri is laser-focused on providing a friction-free customer payment experience, understanding that a Teesom software customer only sees payments as part of the Teesom product, not a stand-alone disparate function. Paystri strives to serve as a seamless extension of Teesom’s brand and incorporates its branding and product knowledge into everything it does to support Teesom customers.

Paystri was also able to add ACH payments and support for a card brand-compliant Card-Present and Card-Not-Present surcharging solution as an option for Teesom customers, providing customers choice and the ability to save thousands of dollars in monthly processing fees.

As a true partner, Paystri’s team takes the time to educate Abaco’s development team on payment terminology and concepts, which builds trust and shows a level of caring that other payment gateways don’t provide. Through business reviews, regular reporting, and business intelligence, Paystri keeps Teesom’s leadership team informed on payment trends and insights provided from their data, allowing for a comprehensive understanding of Teesom customers concerning:

• Revenue and pricing 
• Support levels and customer satisfaction
• Upcoming roadmap opportunities and payment innovations

Finally, Paystri’s gateway provides daily or monthly reconciliation of processing costs tailored to Teesom customers’ desired business practices.

Outcomes

With one integration and partnership with Paystri, Abaco:

• has gained a forward-looking, innovative payment technology partner. 
• has added new payments options that save customers money.
• can maintain focus on adding value to its software rather than dealing with payments issues.

Contact Paystri to experience these benefits and more within your own software company.