Litle & Co.

Company: Litle & Co, Lowell, MA
Entry Submitted By: Perkett PR
Company Description: Litle & Co. is a leading provider of payment management services for businesses that sell directly to consumers through multichannel and internet retail, direct response marketing (TV, radio and telephone), and online services. Litle & Co. is one of a few companies dedicated to serving the payment management needs of direct sellers in cardless environments.
Nomination Category: Customer Service & Call Center Achievement Categories
Nomination Sub Category: e-Commerce Customer Service Award

Nomination Title: “The Card’s Not Present. But Litle & Co. Merchant Services are.”

Tell the story about your e-commerce-based customer service initiatives since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

A service mantra permeates Litle & Co. and nowhere is it more evident than in
our customer service organization—the Merchant Services Group (MSG) whose
members believe that a commodity business such as payment processing becomes a
value-added solution for e-commerce customers when world-class customer service
is applied. You can see this in our company motto: “The Card’s Not Present. But
we are.”

MSG members are consultants for our customers. Testing this belief, we recently
conducted a ”Voice of the Merchant’s” Survey. The results, which include the Net
Promoter Score, underscore that our MSG members create “partnerships” with our
customers by acting as an “extension of their staff.”

“We can honestly say that our ability to maximize operational efficiencies stems
from our relationship with Litle. Their approach to merchant service creates a
direct link between Ancestry.com and our assigned Account Manager… Ancestry.com
knows that Litle is going to stand up for us, they are going to do right by us
and we can rely on them to help us be the best company we can be for our customers.”

Training and Litle University:

Our positive Net Promoter Score stems from our services philosophy: Customer
service is not just solving a single problem; it’s proactively uncovering new
ways to reduce costs and increase revenue.

- Continuous education – A focused, rigorous curriculum, Litle University,
teaches real-time payments intelligence to minimize costs, streamline operations
and grow revenue for our merchants.;

- Create a loyal customer base – Our merchant services team proactively uses our
payments reporting platform to analyze data, engage with merchants (and their
third-party partners), and measure progress as a means to uncover new ways to
improve business efficiencies.

For example: A merchant contacted Relationship Manager Melissa on a Sunday
afternoon informing her that their company had burned down. Melissa worked with
them to set-up immediate access to Litle’s virtual terminal portal to process
sales transactions without any interruption.

Similarly, Lisa, our Merchant Services VP, was contacted on Thanksgiving
regarding a concern over a drop in authorization approval rates. Logging in
from the front seat of her van on the way to Thanksgiving dinner, she prepared
an analysis recommending how the client could best increase approval rates.

Merchant Services Results:

- Litle’s current Net Promoter Score is 73 —considered “world-class” and placing
us in the company of e-commerce customer satisfaction leaders including Amazon.com.

- Our merchant retention rate is 95% (attrition is mostly involuntary).

- Support calls, not answered live, are returned in 10 minutes or less.

- 56% of our customers were referred to us by current customers, consultants or
partners.

- 4 of the 5 top Net Promoter Score strengths were related to customer service
(industry knowledge, service and support, responsiveness, customer-focused partner).

Representative Net Promoter Score Comments:;;;;

- “We benchmark other vendors by the level of support that we receive from Litle.”

- “What separates Litle & Co. is that we have the technical team’s home and cell
numbers and can call them at any time.”

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

4 customers describe Litle & Co., “In a Word.”
http://www.litle.com/resources/success-stories/in-a-word

Litle & Co. Video Testimonials
http://www.litle.com/resources/success-stories/online-services

Luxury Retailer Gets Smart about Each and Every Transaction
http://www.litle.com/resources/success-stories/multichannel-retail

DMEF Announces 2009 ‘RISING STARS’ and ‘CORPORATE COMMITMENT’ Award Winners
March 27, 2009
http://www.litle.com/about-us/press-releases/dmef-announces-2009-2018rising-stars2019-and-2018corporate-commitment2019-award-winners

Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

Bob Botelle is Executive Vice President, Merchant Services, and Chief Customer
Officer, of Litle & Co. He brings more than 20 years of Direct Marketing,
Customer Service and Operations experience to his role and is responsible for
delivering Litle & Co.’s pledge of best-in-class customer service to
card-not-present merchants. He has spoken at the Direct Response Forum and
several Litle & Co. and Partner User Conferences. Bob will be speaking at the
upcoming March 2010 Merchant Risk Council e-Commerce Payments & Risk Conference
on how to reduce and manage friendly fraud.