At a glance
- Industry
- Financial Services / Payments
- Platforms
- Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Experience Cloud, Salesforce Data 360 (Data Cloud)
- Service
- Implementation, Integration, Migration
- Results
- 60+ agents on self-service portal
The challenge
Merchant management, residual reporting, and applications lived in separate systems, forcing manual data entry, blocking a full merchant-lifecycle view, and giving no visibility into agent residuals.
What we did
- Sales Cloud merchant lifecycle with a custom API integration to the payment processor for automated underwriting submission and merchant-ID capture
- AirSlate e-signature workflows for bank-specific merchant agreements
- Residual summary objects with automated agent commission splits and reporting
- An Experience Cloud portal for 60+ agents plus Service Cloud case routing with SLA escalations and Slack alerts
The results
The ISO replaced its legacy systems with one source of truth, automated the application-to-approval workflow, and gave 60+ independent agents self-service to search merchants, submit applications, and track status.
This was ongoing — we even talked about hiring you for years after for additional services.
Client, Financial Services / Payments
Does this sound like your team?
- Staff retype the same merchant details into an application system, a management tool, and the processor’s portal before a deal can move forward.
- Independent agents call or email your office to learn where a merchant application stands because they cannot look it up themselves.
- Residual statements are assembled by hand in spreadsheets, and agents regularly question how their commission split was calculated.
Where we would start
Begin by tracing a single merchant from application to approval to monthly residuals, noting every system and handoff along the way. That trace shows which data belongs on the merchant record and where a processor integration removes rekeying. Build the internal lifecycle and residual objects before opening a portal, because agents should only see data that is already reliable. Case routing and alerts come next, once intake is stable.