5 Minutes
5 Minutes
Recently, Deluxe was named one of America’s Most Trustworthy Companies. After serving our customers and supporting our communities for over a century, we’ve learned it takes more than great solutions to attract and retain loyal customers, it takes great people. When Deluxe acquired First American Payment Systems in June of 2021, the union was about more than complementary products and services. First American by Deluxe and the companies under their umbrella have a long history of exceptional customer service, having earned the Association of TeleServices International Call Center Award of Distinction for nine consecutive years, a recognition hailed as the highest honor among customer support and call centers.
Fitech by Deluxe is First American’s sales channel dedicated to financial institutions and is key to driving customer service success. Recently, we were able to spend time at the Fitech office in Fort Worth, TX and enjoyed the chance to get to know some of our new, fellow Deluxers. We sat down with Jenni Terry and Eric Reyna to learn more about what the Fitech team does, who does it, and what’s their secret to world-class customer service.
Communication, Communication, Communication
As a part of all Fitech accounts, each bank or FI partner is assigned a relationship manager and an account executive. These Deluxers are the partners’ go-to contact for all questions and concerns. This process prevents the partner and its customer referrals from getting bounced around or feeling lost in the system by maintaining a regular point of contact. Once a month, if not bi-weekly, these leaders meet with their partners to review portfolio health, year-to-date performance, and strategies, such as incentive campaigns. Additionally, with regular in-person visits, the relationship managers and account executives conduct branch tours and trainings on the referral process and how Fitech ultimately benefits its customers.
Since Fitech primarily relies on referrals from banking and financial institution partners to find new merchant customers, it's imperative for our partners to feel comfortable with the process. At Fitech, partners are never left wondering what is going on with their customer referrals. When a partner provides a referral, the account executive team confirms receipt and action within two hours.
A Cares Team That Truly Cares
Importantly, the relationship with referred customers does not end when an application is submitted or approved. In fact, that’s only the beginning. Ensuring this continued interaction is the responsibility of the amazing Fitech internal cares team. This team reaches out to newly onboarded merchants (referred customers) in a 3-3-3 model, touching base three days, three weeks, three months, and sometimes even six months after the application is approved. By checking in on the merchant often, the team learns how the merchant is doing with the solutions, any questions they may have, and if they are aware of all the free reporting services available to them. This team also makes annual portfolio calls where they speak directly with the top 50 or 100 merchant customers in a partner’s portfolio, checking in and seeing if there is anything the team can do to further or deepen their experience with Fitech.
This process is an embodiment of our “customers first” and “earn trust” values. By keeping the people who are using our products at the center of everything we do, we’re able to anticipate needs and deliver on commitments – we say what we are going to do and do what we say. This model ensures that our customers' success is our success.