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