Your Customer
Journey is our Priority!
RP Solutions’ Customer Centric Team
is dedicated to your success!
In fact, the entire RP Solutions Team has “Customer Success” in their title. RP Solutions hires the best of the best to ensure you always receive the greatest experience possible, with each and every interaction you have with us. We believe in supporting you throughout your entire customer journey. From your very first view of our organization, throughout the sales process, onboarding, assisting with training and customer support, to expanding and supporting other needs your organization may have, our team is here for you. Across our entire organization, our customer centric team puts your experience and satisfaction first!
When you select RP Solutions as your partner, our Customer Success Team will ensure our technology solutions are configured and deployed in a way that solves your pain points. We strive first to understand your processes, operational environment, and business goals, so we can provide you the best overall solution!
RP Solutions is committed to delivering you excellence with each and every interaction!
With RP Solutions, you’ll never be just a customer on the other end of the line. Our customers are our #1 focus. We believe in building long-lasting relationships with our clients and supporting your needs now and into the future.
We appreciate your decision to work with RP Solutions and are dedicated to providing you the best experience each and every interaction you have with our team!
Your Journey Starts Here
Initial Engagement
Experience the RP Difference – We realize you have a choice when selecting who to trust with your important payment operations’ needs. Just like we were all taught when we were young, we believe “you should treat people as you would like them to treat you.” RP Solutions’ goal is to provide you the best possible experience throughout each and every interaction you have with our team, regardless of where you are in your Customer Journey! Our existing clients experience this every day and we are committed to building the same relationship with you.
Discovery/Requirements Gathering
Upon initial engagement with our organization, our dedicated Sales Team will work closely with you and your organization to understand your needs and determine the best solution set for your business. Our years of experience in providing payment processing solutions to organizations across the country, means we can also provide suggestions for process improvements or workflow changes that may additionally reduce costs and increase your overall bottom line. Our Sales Team is committed to your overall success. We work with you throughout discovery and requirements gathering, the entire sales process, and through internal handoff and onboarding. We stay connected long after the sale for your added support and to provide for any additional needs you may encounter.
Sales Process
With TPS being a cloud-based solution, we can showcase the features and functionality via a simple web-session demo. Proposals and contracts can be created quickly once we have the complete discovery and requirements information collected. Upon signing, you will be contacted by your Project Manager, a member of our Customer Success Team, for onboarding initiation.
Onboarding
Enjoy Simple Onboarding – With cloud-based TPS, there is no need for an on-site implementation. Your entire onboarding to the TPS Platform is handled remotely and with great efficiency. This is extremely important during COVID-19, as it allows you to implement a solution to fit your business needs, without the stress or worry of being onsite.
Project Management
Our Customer Success Team will work collaboratively with our Software Development Team to ensure your TPS Platform meets all your requirements and your timeline. You will be provided a dedicated Project Manager, who will be your primary point of contact.
Our Customer Success Team will oversee all aspects of your onboarding including:
Project planning and scheduling
System setup and configuration
Hardware sizing and recommendations
Testing, training, and launch support
Training
We provide education and training for your administrators and supervisors. With our cloud-based TPS Platform, both implementation and the initial training can be conducted virtually. We can also record the training and provide it to your team for the future instruction of any new staff that you may bring on. Providing remote/virtual training also removes the added costs associated with on-site travel and training expenses. Should you still desire on-site training, we are happy to provide that service.
Custom Development
RP Solutions supports the needs of diverse markets including utilities, insurance companies, government agencies, non-profit organizations, property management firms, and more.
We offer custom development services to ensure we meet your unique system interface and business needs.
AR posting file customizations and integration support
Web services integration to validate payments before acceptance
Integration of hot files and external data
Deposit file customizations to meet bank specifications
Special workflow needs to manage payment processing challenges
Data Capture and Forms Recognition
To ensure high accuracy and minimal manual exception processing, we work with our customers to optimize capture of the data they need. To best handle exceptions, custom workflows can be added to allow operator review and handling of special items and AR matching.
System Integration
Data file extracts can be created and imported into an ERP or Accounts Receivable system. To further improve posting accuracy, we also support web services integration for real-time validations and look ups.
Customer Support
Our support team provides immediate assistance during your local business hours, during extended hours, and 24 hours a day 7 days a week.
Depending on your needs, we can also arrange for support services on a per incident fee basis or on an annual fixed fee agreement.
Experience
Our US-based team of qualified professionals has an average tenure at RP Solutions of over ten years and has extensive knowledge of our solutions, technology, and related hardware. We can be counted on to share best practices including suggestions to maximize productivity and optimize system performance.
Problem Tracking & Resolution Commitment
Customer support requests are logged in our support tracking system. Steps, procedures, progress, and resolutions are recorded. Reported problems are promptly investigated and we use our best efforts to correct any issue or provide a reasonable alternative. Our policy is to work continuously to resolve any critical problems to minimize the impact on your operation.
