Questions To Ask. Instant Issue Providers. Thorough Research Yields Best Solution for Your Institution PAYMENT SOLUTIONS

Transcription

1 12 Questions To Ask Instant Issue Providers Thorough Research Yields Best Solution for Your Institution PAYMENT SOLUTIONS

2 Credit and debit card instant issuance has become an important differentiator for financial institutions. In years past, institutions took customers information and promised that cards would soon arrive through the mail. Customers viewed financial institutions as mere intermediaries in the card issuance process. With instant issuance, financial institutions are better able to engage customers, improve satisfaction and boost card volume. Providing an instant issuance card to a customer dramatically, and positively, changes customer perceptions of the institution. Available systems offer varying setup and cost structures. Cloud-based, or hosted solutions, offer easy installation and minimal investment. Software-based systems, on the other hand, provide greater local control but require local knowledge. They also involve more complicated processes and significant upfront costs. As you consider how to implement instant issuance, the following 12 questions will guide you toward the right choice for your institution. 1

3 1 Is software setup required? If so, what are the system requirements? Software packages, where financial institutions pay as much as $100,000 upfront for a platform, have been the industry norm. They are designed to manage high card volumes of the nation s largest financial institutions. The local branch maintains a high degree of control and autonomy over cards and the software. New, cloud-based solutions are available, and they greatly simplify the process. All an institution needs is a small, dedicated card printer (usually provided by the vendor), a power source and an ethernet connection. Any computer in the branch with internet access can send orders to the printer. There are no software updates to implement locally, as the vendor makes improvements remotely. 2 Is software training required? If so, what are the time requirements and resources needed? With software-based solutions, a financial institution will spend a significant amount of time and resources training staff on the nuances of the particular platform. The institution will also need to keep local staff informed of software changes. With hosted solutions, training should be minimal, with simple instructions on the website regarding how to issue a card. Look for user-friendly web pages that guide employees on the basics of creating an order, changing a PIN and checking card inventory. 3 How long will setup for integration to the processor s platform take, versus choosing a cloud-based solution? For a fully integrated software solution with a core or EFT processor, it depends on the vendor. In general, it takes longer than a cloud-based product, since having card-issuing systems in-house requires the involvement of the information security team. With a hosted solution, a non-integrated solution is available and once the printer is plugged in it should only take a quick test with your provider to ensure that all systems are communicating with one another. This would save a significant amount of time, internal resources and investment. 2

4 4 How would you rate the solution for simplicity of deployment and ongoing operation? Get a good idea of the resources needed to use and maintain a card-issuance system. For cloud-based solutions, service reps in the branch should only need access to a browser to issue cards. For maintenance, most problems can be handled at the host site. Software-based platforms will require installing updates and training staff on the changes. 5 What is system network uptime? Expect 99% uptime for any card issuance system. Cloud-based solutions can use backup systems when incidents occur. When a software-based system goes down, an institution must rely on a technician to come and service the platform, which may delay repair. Ask an experienced user about the vendor s track record on repairs. 6 Is the solution PCI-certified by an independent third party? Cloud-based solution providers should handle payment-card-industry compliance, since they are responsible for the transmission and storage of data related to the cards. Financial institutions don t have to worry about the minutiae of compliance. Software solution providers cannot ensure their systems are PCI-certified, which means a financial institution must prepare for and submit to an audit by its payment branded-card (Visa, MasterCard, AMEX ) provider. 7 What is the procedure for hardware maintenance? The most common maintenance relates to the printer. Cloud-based solutions usually offer customer service that can first troubleshoot via telephone. If it s determined there is a mechanical issue, the provider should overnight a new printer free of charge. This is easy to do with compact printers. For a software solution, a financial institution needs to have maintenance agreements in place and timing is dependent on technicians. 3

5 What IT resources are required for ongoing maintenance of the software solution? For software-based solutions, IT staff and customer representatives need to budget time for handling updates and issues with older-technology embossing machines. Cloud-based providers manage these tasks for financial institutions. Most problems can be resolved with responsive customer service. What is the average downtime for maintenance or problem resolution? Is a system backup or alternative available? Downtime for machines should be no more than 24 hours. If the provider can t solve a problem by phone, it is typically due to a printer problem. Again, a cloud-based solution vendor should be able to ship a new printer overnight, consistent with a plug-and-play service model. Can the hardware be placed, if secured, in an open area where there are customer and employee interactions? Consider a compact printer as part of your institution s solution, since they only require about as much space as a breadbox. The printers can be placed behind a teller counter or other secure area (with a security camera) that is close to where reps interact with customers. Software solutions tend to be bulkier: since they hold sensitive data, they require a dedicated space and computer, with a security camera and separate room with a locked door. Be aware that if embossing printers are used, they need to be placed in another room or area due to size and the potential for noise. 4

6 11 What considerations should there be with respect to changing printer ribbons? Look for a printer that uses a single ribbon that simultaneously prints text and applies the protective seal on the cards. Some vendors provide two spools one for printing and one for sealing which ultimately means more time is spent ordering and replacing ribbons. 12 Not a question, but consider the inventory and card management available within your current system. Look for a setup that allows for easy monitoring of inventory and prompts staff to re-order cards when needed. Most institutions also want a solution that tracks employee usage and provides audit trails, saving valuable time when there is a need to backtrack and troubleshoot problems. Harland Clarke offers a full suite of card services including an affordable, easyto-implement instant card issuance solution. To learn more: Call cardservices@harlandclarke.com Visit harlandclarke.com/cardatonce 2014 Harland Clarke Corp. Card@Once is a registered trademark of EFT Source, Inc. U.S. Patent No. 8,429,075. All other marks are the property of their respective owners. All rights reserved. The information contained herein constitutes confidential and proprietary information of Harland Clarke Corp. and may not be copied, reproduced or disseminated without the prior written authorization of Harland Clarke Corp. 5