Customer Service Awards Blog

How Automation Improves Customer Service, From an American Business Awards Finalist

Posted by Liz Dean on Thu, Oct 27, 2011 @ 03:53 PM

Meritus Payment Solutions of Santa Ana, California was named a finalist in the highly competitive New Company of the Year category in The 2011 American Business Awards(Entries for The 2012 American Business Awards are now being accepted- get your entry kit here.  And speaking of customer service, November 18 is the final entry deadline for the Stevie Awards for Sales & Customer Service.)

Here we take a look at how this company is helping small-to-midsized businesses maximize their potential.

Meritus Payment SolutionsIf small business is the engine to economic growth, then Meritus Payment Solutions is the conductor.  In 2009, Meritus Payment Solutions became operational and was founded on the promise that small-to-mid-sized companies would have a partner that understood their business and their payment-processing needs. 

Smaller companies are often unaware how much the methods they use for accepting payments can affect their productivity and profitability.  As a full-service payment processor, Meritus puts its promise to see business through the eyes of its clients into action by offering the following customized solutions:

1. Process Any Payment From Anywhere

    Utilizing proprietary technology, Payment XP allows merchants to process all payments from anywhere in the world on any device (computer, Blackberry, etc.) with Internet access.  Backed by banks such as Wells Fargo©, Royal Bank of Scotland©, and Harris Bank®, Meritus allows businesses to accept all payments including credit card, gift card, check, mobile, and more.  With technology pushing business into new territories, Meritus has created a product that allows companies to conduct business wherever it takes them.  Internet-based payment gateway Payment XP gives merchants the ultimate flexibility for growth.

    2. Utilize A Single-Source Solution for Measuring Business Productivity

      Meritus allows for profit, productivity, and protection within a single point of entry. On-demand reporting gives merchants visionary insight into their business activity and helps them to identify points for strategic growth.  Robust and merchant-defined fraud protection allows merchants to find the balance between protection and profit. Meritus is a single-source solution for business productivity with Innovative features such as the ability to process Automated Clearing House (ACH) transactions, the ability to proactively manage chargeback activity, and the ability to create electronic invoices.

      Being able to conduct business within one platform is invaluable.  Not only do businesses have one place to pinpoint success, loss, and potential, but Meritus is strategically positioned to prove its greatest value proposition as a true business partner.  The Meritus First Team supports this initiative.  

      3. Take the Guesswork out of Processing Trends

        The Meritus First Team specializes in supporting clients beyond what merchants have come to expect from typical Merchant Services providers.  The First Team delves into the merchant’s business flow to maximize merchant profits while keeping them safely within processing guidelines.  With highly refined business analytics tools, Meritus First Team takes the guesswork out of a merchant’s processing trends.

        With the consultative client services of the Meritus First Team and the development of proprietary solutions, Meritus empowers businesses to maximize their potential.  The First Team provides answers to merchant questions regarding chargeback ratios, fraud prevention, risk analysis, and trends within their specific industry. The First Team’s goal is to reach out to merchants and provide those answers before they ask.

        Maximizing Its Own Potential

        Today, Meritus is experiencing record growth.  From its first operational day in 2009, Meritus has experienced rapid growth with a 150x increase in processing volume and more than 35x increase in customer base. In 2010, processing volume [repeat] almost tripled from the end of 2009 and the Southern California headquarters doubled their employee headcount.  2011 looks to be equally, if not more promising with processing volume already up more than 20% in the first quarter.

        “We never settle here at Meritus. This attitude pushes us to continue providing pioneering products and unparalleled customer service unknown in the payments industry,” says Alan Kleinman, Principal of Meritus Payment Solutions. “We are grateful for our success and look forward to providing solutions for our merchants’ long-term success and growth.”

        Meritus is looking towards the future by expanding into new sales channels and increasing their number of clients.  But as Meritus grows it stays true to its client-first and technology-driven roots.  Meritus has proven it is a company that can be judged on its own merit.  Meritus is ready to shape the global payment processing industry.


        Meritus Payment Solutions is led by example.  The infectious dedication and  enthusiasm of partners Alan Kleinman and Hiep Tran motivate their team to stay grounded in diligence while keeping future opportunities in mind.  

        With ISO experience—Alan at National Merchant Center and Hiep at Transfirst Merchant Services—both Alan and Hiep were pivotal in growing their respective businesses into billion-dollar empires.  Now, in their entrepreneurial venture together, they have positioned Meritus Payment Solutions to evolve with the industry, grow internationally, and continue to create innovative solutions with the merchant in mind.  

        Alan Kleinman, Principal

        Before starting Meritus Payment Solutions with Hiep Tran in 2009, Alan Kleinman was COO of National Merchant Center, a full service ISO. During his tenure, the company’s annual processing volume increased from $150MM to over $1 billion. Prior to joining National Merchant Center, Alan was a venture capitalist at Pacific Venture Group, a $210 million healthcare venture fund, and was involved in the investment and management of a number of successful companies including Symbion, Visicu, Phaseforward, Zonelabs, Vivant Medical, LifeMasters, and Long Term Care Group. Before that, Alan was an analyst at Gateway Partners, a merchant bank that focused on consolidating niche industries.

        Hiep Tran, AAP, Principal

        Hiep Tran was the CEO/Founder of Primus Payment Solutions, Inc., a merchant services sales office that focused on card-not-present merchants. Prior to Primus, Hiep was Vice President of Credit, Risk, & Operations for National Merchant Center (NMC). At NMC, he designed and implemented NMC’s risk management system for domestic and offshore merchant processing. Before that, Hiep was Director of Credit, Risk Management, and ACH Compliance for TransFirst Merchant Services, where he led their risk management, Credit, Collections, and ACH Compliance teams. Hiep received his AAP (Accredited ACH Professional) certification from NACHA in 2006.

        About Meritus Payment Solutions

        Meritus Payment Solutions is the innovative leader in advanced global transaction processing. Meritus provides a breadth of payment and transaction processing solutions that include mobile, credit and debit cards, gift and loyalty cards, Electronic Benefit Transfer (EBT), Automated Clearing House (ACH), Check 21, and more. Built on a foundation of dedication, initiative, and collaboration, Meritus strives to shape the payment processing industry. For more information go to


        How has automation created better customer service for your clients?

        Tags: customer service awards, American business awards, business award, product awards, new company awards