DRMA Spotlight: At Your Service1 Nov, 2012 By: Thomas Haire
Swipe Payment Solutions’ return to old-fashioned, service-oriented values draws the notice of the DR industry.
The year 2012 has been an amazing one for Swipe Payment Solutions,” says Curtis Kleinman, vice president of business development for the Los Angeles-based provider of payment processing services for a diverse group of merchants. “Swipe has seen a 382-percent increase in new client signings during the past 12 months, and the industry’s leading DR marketers and product developers have come to rely on our better rates and service — and our ability to come up with the right customized solution, no matter their needs.”
And when an industry insider calls Kleinman the face of the Direct Response Marketing Alliance (DRMA) member company, most recognize that as a vast understatement. From sponsorships to event attendance to even hosting networking parties for the DR industry — the latest scheduled for November 29 at Kleinman’s Pacific Palisades, Calif., home — Kleinman and the Swipe team remain committed to and enthusiastic about the direct response business.
“Marketers have come to us to help solve a wide range of problems, including real-time authorizations, acquiring multiple merchant accounts, better rates and more,” Kleinman contends. “It’s forced us to take a look at the pains merchants are experiencing and respond directly to those with new products, new services and more choices to make marketers’ lives easier.”
Swipe Payment Solutions offers real-time authorizations, higher processing volume, ACH/Check 21 support, international accounts and currency conversion services and more — all in an effort to minimize chargebacks and maximize profits. Kleinman also says that Swipe offers its clients the most banking relationships in an effort to make sure each client finds the right solution.
Since Swipe last appeared in the DRMA Spotlight in January, Kleinman’s support team at Swipe has grown to seven industry experts, all of whom boast between seven and 20 years of experience. “We’ve had to add staff to our Rapid Response team to deal with increasing customer traffic,” he says. “We’ve actually been able to take on more customers and respond to their needs more quickly and more efficiently.”
Kleinman says that Swipe’s standards for the Rapid Response team are unparalleled. “Each member of the team must have seven years of payment processing, banking or E-commerce banking experience prior to joining us,” he contends. “But that experience doesn’t matter unless every team member has a congenial, service-oriented attitude that says, ‘I’m here to support the client first!’”
That client-first mantra extends to every hour of every day. “Questions are answered within minutes or hours for marketers requiring quick answers,” Kleinman adds. “Even on evenings and weekends — 24/7, really — all of our clients can expect the same great service.”
Those clients are also coming from a more diverse array of verticals. “We’re making major headway, adding new clients in the health-and-beauty, fitness, nutraceutical, educational, household products and brick-and-mortar retail spaces,” Kleinman says.
One of those clients — in the health-and-beauty space — saw huge results in its first year with Swipe. “The campaign was both long-form and short-form DRTV for a beauty product, and — to be blunt — the marketer was being gouged by our competition,” Kleinman contends. “We were able to save them more than $55,000 this year in processing fees alone.”
But that wasn’t all the Swipe team and Kleinman did. “The company’s merchant accounts didn't have the proper billing descriptor, which helps customers easily identify the product on their credit card statements,” he says. “We took care of that, which resulted in fewer chargebacks and cancellations. The right billing descriptor is crucial to making sure your bottom-line sales volume stays as high as possible.”
And Kleinman’s networking skills also helped this customer. “We introduced them to a vendor who was able to set up distribution and more than 500 brick-and-mortar retail locations — a sector of the business they were missing out on,” he contends.
Kleinman is positive about the continued growth of Swipe Payment Solutions looking ahead, pointing to an expanding client base and those clients’ overall happiness with Swipe’s services. “Swipe customers are just thrilled that the best keeps getting better,” he exclaims. “Our serious commitment to quality and integrity — and the real substance of our service behind that — has helped us build rapidly. We look forward to continuing to build the best processing company and service staff in the DR marketplace.” ■