ReyPAY - Get to Know OpenEdge Video

Dave Bates, Vice President of Customer Support at Reynolds, and Chris Watkins, Vice President of Client Success and Experience at OpenEdge, shake hands and introduce themselves as they sit down to discuss their business partnership.

“Hey, Chris.”

“How are you?”

“Good, Dave Bates.”

“Chris Watkins, good to see you.”

“You too.”

“Chris, thanks for coming in.”

“Good to be here.”

“Well, I want to start by telling us a little bit about what your team does at OpenEdge.”

“So, our team is really in place to do two major things. Number one, engage with all of our clients at a much higher level with a much more differentiated experience, right. We need to show up as something that backs up that value that we’re selling. The second big thing that we do is we’re trying to identify those opportunities where somebody might be at risk or isn’t feeling like this is going down the path that they hoped for and then we can try to intercede as quickly as possible and turn that tide around. Kind of like a smoke detector as opposed to a firefighter.”

“Well, why did OpenEdge see a need for this?”

“The payment processing world overall has really become diluted and commoditized. There’s the cheap guy who can get a piece of equipment and has a relationship with somebody who can get processing done. It’s low cost but it’s also low service and low levels of compliance, but we know that through a partnership like we have with Reynolds, that there is so much more value that’s baked in there. So, we built this team really to start to engage with more clients in a more proactive and a more value-added way.”

“How does this team stand out from what other companies are doing? Is this a very unique model in the industry?”

“For most processing companies, it’s kind of a let’s get you started and if nothing goes wrong, then we won’t talk to you and you won’t talk to us, and we just hope things go down this happy path. That’s not something that I can accept as a good approach. I need to be guided by you.  I need to be consulted by you so that each day, each week, each month, I really know that I made that right choice.”

“Let’s talk a little about the partnership with Reynolds and how do you think our partnership impacts the dealerships?”

“Both of our companies are here to literally make these clients more successful because they’ve chosen to work with us. At the end of the day, if we’re able to impact their dealership by providing them with something that goes way above what’s the norm and what’s expected and it truly helps their business grow and be successful, I think that’s the key.”     

“Yeah, so you and I are both service guys, not salespeople, but from time to time, we get the opportunity to interact with customers. And sometimes customers are hesitant to move from their current provider.”

“Sure.”

“What do you say to them to convince them that making the switch would be in their best interest and the right thing to do?”

“We’ve got the team that can provide you with the guidance and consultation to utilize payments to be more successful. Whether that’s to enhance your revenues or to cut costs, you’ve got world-class security. You have top flight compliance. You have all of those big things that most other companies who provide payment processing services, they just kind of skim the surface on that but if you ever got yourself into a bind that involved payments, they disappear into the ether relatively quickly.”

“What I’m hearing is that your company’s more than providing a service, but you’re also a relationship builder and that human interactions play a big part. Is that how you see it as well?”

“Building that human connection is absolutely critical. When you can humanize a company or a team or a service, you already put yourself in a very different thing. And so building those relationships, whether it’s Joe’s Bait Shop or whether it’s a massive dealership, when they know and feel like I have a team there who’s genuinely invested in me, they make me smarter, they make me safer, they make me more secure, and they lead to my ongoing success.”

“Well, as a fellow support guy, I can tell you that we’ve had situations where we needed the organization to step up. OpenEdge has been a great partner. I appreciate the passion you have for fixing issues and getting things resolved. It’s been great working with you, and I look forward to doing it more in the future.”

“Sounds great.”

“Thanks.”