CX Innovators: Customer Engagement Fuels Word-of-Mouth Growth

In our latest CX Innovators blog, we highlight an industry leader and our partner CoreCard, whose collaborative startup culture translates to customer experiences that resonate.

At CoreCard Software, the customer experience matters. So much so that, despite being in business since 2001 and operating as a subsidiary of a large, publicly traded company, CoreCard maintains a true startup culture.

Why?

To better serve the needs of customers, of course.

A culture that encourages the team to challenge leadership with new ways to improve the customer experience (CX) and a commitment to complete transparency has been critical to CoreCard’s success in the competitive fintech space.

Mark Raleigh

“Our customers want strong, scalable and dependable systems, but they also want flexibility and speed to market for new functionality,” explains Mark Raleigh, CoreCard vice president. “CoreCard is hyper-aware of the need to listen to our customers and to make sure we deliver.”

It’s that connection with customers that defines the company and gives them a unique advantage, he explains.

A subsidiary of Intelligent Systems Corp., CoreCard provides card management systems and processing services to card programs and brands, and other fintech companies.

With no dedicated sales team, CoreCard, depends on great CX and the word-of-mouth referrals that follow to grow their business.

“We’re extremely engaged with our customers. We often spend time designing products or customizing innovative new features with them, and generally suggesting additional ways our programs can meet their needs,” Mark continues. “This reputation for collaboration has led to prospective customers knocking on our door.”

Once such customer was online lending unicorn Kabbage Inc., who selected CoreCard as their processor. “Kabbage selected CoreCard because we can provide custom solutions that fit the Kabbage product stack quickly,” Mark explains. “We can also easily adapt to market changes or new programs without long lead times for setup. A great example of a functional solution is our ability to use complex business rules to apply one payment across thousands of microloans for a single account.”

Tools of Engagement

CoreCard’s customers require different levels of support, so they provide a lot of options, including technical and business support 24 hours a day, seven days a week. “In order to engage with our customers on so many levels, we constantly evaluate the tools we use for engagement as well as the process, to ensure the customer gets what they need,” Mark says.

This constant evaluation and commitment to CX has led to a robust customer support suite that includes self-service tools, proactive communications and speedy resolutions—along with a CX program that delivers real business benefits. For instance, CoreCard was recently able to work with one of their customers to seamlessly integrate their internal ticketing tool with CoreCard’s system, which led to faster response and resolution times.

While CoreCard is busy taking care of their B2B customers, they rely on Ubiquity to service many of their customers’ account holders.

“We’re proud of our ability to quickly move with our customers,” Mark explains. “We pride ourselves on our agility and flexibility when it comes to getting new services in place, so that our customers don’t have to wait. We work closely with Ubiquity on making this as efficient as possible, and they’re a great partner in achieving these goals.”