NetSpend 2013 Annual Report Download - page 6

At TSYS, we have taken a thoughtful look
in the mirror and determined which ideas
to discard and which to carry with us as
 progresses.
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In 2010, we began the journey to enter the
direct merchant acquiring business by buying
the merchant services unit of First National Bank
of Omaha (FNBO). In early 2014, we completed
the final phase of a three-year migration of that
business from the legacy FNBO platform to a new
TSYS platform. We now process nearly 100 percent
of our direct merchant acquiring business on our
own platform.
In 2013, we defined a business and IT strategy to
support the next generation of financial technology
on the issuer processing side of our business. This
phased strategy
— referred to as SurroundSM —
encompasses two major components. First, it has
a technology framework that allows us to deliver
not only on the current needs of our clients,
but also anticipate their needs for tomorrow
and future generations. The framework enables
a Service-Oriented Architecture (SOA) approach,
making it easier and more cost efficient to connect
to TSYS and provide the foundation for future
innovation. This will also provide a 360-degree
customer view across accounts on file, providing
cross-sell, upsell and retention opportunities for
our clients.
Second, Surround provides a client and
its customer service agents with a single
customer view of their cardholders to
support a consistent service experience
across multiple channels. From the branch
and the call center to social media and text,
cardholders may communicate from any
channel, and communication is retained
every step of the way.
We look to build partnerships: We see
innovation happening at an incredible speed
within the financial technology, payments, mobile
and commerce spaces. Many of these ideas involve
enhancing the customer experience and taking
friction out of the process. When a payment
becomes essential to the delivery of the solution,
TSYS does best in providing value. We are actively
seeking partnerships with newcomers to the
payments industry, both from a mergers-and-
acquisitions perspective and as a partner to
facilitate the payments portion of their innovations.
We create better experiences: A more satisfying
customer experience is the driving force behind
our purpose. Amidst all the digital noise that is
a byproduct of our world full of countless devices
and unprecedented connectivity, we have focused
on enhancing cardholders’ experiences no matter
what channel or device they choose to connect
with their bank. Using smart phones, apps and the
Web to glean meaningful and intelligent information,
we deliver this business intelligence in an analyzed
and structured way, which translates into better
meeting the cardholder’s and merchant’s needs
whenever, wherever and however they need it.
Whether it is delivering relevant offers, offering
cloud-based storage, delivering self-service
capabilities or providing a merchant dashboard
to compare a store’s performance against a
business in the same locale, we are focused
on the customer and the merchant.
We prioritize People-Centered Payments: Our
world is always “on,” which means it can be easy to
become overwhelmed with the abundance of data,