An ISO gave its agents their selling week back · Midcore Operations
Midcore Operations
Managed Payments Operations

An ISO gave its agents their selling week back

Agents were spending roughly half their time on statement analysis, applications, and chasing processors. The fix was not more headcount on the sales side.

Independent sales organization
Client type
Desk live in week 2, ongoing
Duration
Managed service retainer
Engagement model
3
Services used

01 The challenge

  • Applications stalled because nobody owned the follow-up with the processor.
  • Residual statements had never been reconciled line by line against the underlying agreements.
  • Merchant support questions were landing on the agent who sold the account.

02 What we did

  1. 01 · Onboard

    We documented the processors, gateways, CRM, and escalation paths, then agreed scope, service levels, and the weekly report format.

  2. 02 · Embed

    A named desk began working inside the ISO's own CRM and processor portals, under user accounts the ISO controls.

  3. 03 · Operate

    Statement analysis, application preparation and submission, boarding coordination, and monthly residual reconciliation ran on defined cycles.

  4. 04 · Report

    Weekly pipeline and exception reporting, monthly review, quarterly policy review.

03 What changed

  • Agents returned to selling; the desk absorbed the boarding and support load.
  • Residual variances surfaced in the first audit and were documented for recovery.
  • Monthly reconciliation now runs as a standing process rather than an annual scramble.
Same headcount on the sales side, materially more selling.
Managing Partner, Independent sales organization
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Every engagement starts with an Assess

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  • A US-based practice lead, not a salesperson
  • Anything you share is handled under NDA
  1. 01Within 1 business dayA US-based practice lead replies and books the call.
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