Litle & Co. Capabilities Preview for LivePerson<br />A payments partner providing insight for business growth<br />October 12th, 2010<br />
What does Litle & Co. have to offer? <br />Who is Litle & Co. ?<br />Geographic Coverage<br />Serving Our Clients <br />Technology <br />Payment Types-Capabilities<br />Top Clients<br />
Who is Litle & Co.? <br />Roots<br />Founded first payment processing firm dedicated to serving directly-marketed brands (1980s)<br />First platform we built became the card-not-present core of JP MorganChase-First Data joint venture, Chase Paymentech<br />Rich legacy in working with brands that sell directly to consumers. Have led direct retail brands<br />
Who is Litle & Co.? <br />Today<br />Leading financial technology company<br />One of the largest, private, non-bank proprietary processing platforms serving the card-not-present marketplace <br />Client-obsessed, success culture<br />Recognized for growth, technology and exemplary customer service:<br />2010 Stevie Award for Excellence in eCommerce Customer Service<br />2010 #5 Boston Business Journal’s Annual Pacesetters based on revenue growth<br />2009Net Promoter Score (NPS) 73 creates kindred spirit with global customer-obsessed cultures such as Amazon.com,Apple and Nike<br />2008#8 on Entrepreneur Magazine’s 100 Fast-Growth American Companies<br />2006 CIO 100 Award for agile software deployment methodology<br />2006#1 on Inc 500<br />
Who is Litle & Co.? <br />Facts<br /><ul><li>Fully redundant processing centers in Lowell, MA and Denver, CO
Maintain direct connections to the Card Associations, underwrite our own risk and have built, own and continue to maintain our primary processing platform
Specific expertise in card-not-present transactions; deep knowledge of Best Practices, Card Association Regulations and PCI and Data Security requirements
Strategic client adoption – we serve few with exceptional service, average customer $80M+ in annual online sales</li></li></ul><li>Who is Litle & Co.?<br />Industry Impact<br /><ul><li>Authored Card Brand Regulations for Address Verification Service and Installment Billing
Helped develop CID for American Express, later copied by Visa & MasterCard (CVV2).
Payments Evangelist Tom Pouliot (previously VP, Electronic Commerce for MasterCard International) serves today on a number of initiatives including regulations, interchange and operating procedures
Serve on Discover Network Acquirers Operations Committee
Actively engaged with all card brands and trade associations representing and protecting the Direct Marketing industries’ overall interests and business practices
Chairman Tim Litle met with the Commerce Committee in Washington D.C. (5/2010) regarding proposed legislation with respect to aggressive marketing practices </li></li></ul><li>Geographic Coverage<br />Proprietary and Preferred-Partner Card Not Present and POS Solutions <br />
Technology – a Litle & Co. Difference<br />Responsiveness<br /><ul><li>Our agile process & constant incremental release cycle allows us to respond to market and merchant needs.
Maturity of process; agile since our founding with 125 releases of our code into production, on a predictable schedule, with no service outage.</li></ul>High-Quality<br /><ul><li>Test first development methodology; with constant integration testing, over 10k automated regression tests, and zero-tolerance for test failures.
We focus on educating all our engineers on our merchants’ businesses, through internal Litle University program and tours-of-duty directly supporting our merchants.</li></li></ul><li>Technology – a Litle & Co. Difference?<br />Reliability & Availability<br /><ul><li>Two data-centers with full redundancy for power, systems, storage, connections.
Each data-center is capable of handling over 2x our peak volume.
A constant incremental refresh approach ensures our technology never-ages, and that we avoid risky “forklift” upgrades.
A disaster-recovery strategy that is proven to work – we move processing between our data centers 4 times per year, with no impact to our merchants.</li></ul>Focus on Security<br /><ul><li>A dedicated Office of Security with industry certified professionals ensure a security focus is integrated into all aspects of Litle & Co business.
We have received PCI-DSS ROCs and unqualified SAS70 Type II audits since 2003. </li></li></ul><li>Industry-Leading Reporting and Analytics <br />Customizable dashboards enable data views relevant to you <br />Leverage data trends to solve business problems and to help focus you on revenue creation opportunities <br />Benchmarking allows merchants to compare data against “like-merchant” data (e.g. market-segment specific, size etc.) <br />
Serving Our Clients<br />Relationship Management Structure<br /> Dedicated Senior Relationship Manager operates as a single point-of-contact and internal Litle & Co. value-advocate for LivePerson. Leads data analysis and interpretation, and strategic consultation on best practices and process efficiencies.<br />Compliance & Chargeback Team<br /> Partners with clients on PCI compliance, Card Brand regulations, customized chargeback management plans and process improvement. <br />
Serving Our Clients<br /><ul><li>Customized Merchant Support based on customer needs and corporate objectives, providing specific analytics and support structure that is right for the client.
Formal, Regular Business Reviews of transaction management activity; trend analyses, action planning for business and process improvement for cost reduction and revenue growth
Comprehensive Proactive Merchant Communications Program offering timely and relevant updates from card associations, regulatory and compliance notifications, and industry trends.
Annual Client Conference, an opportunity to meet and network with peer merchant groups and access the latest product developments.
Merchant Advocacy & Education through Litle & Co.’s leadership and strategic contributions and facilitation of educational sessions at the Direct Response Forum (DRF) and Merchant Risk Council (MRC).</li></li></ul><li>Tenured Client Service Team<br />80 years of Payment Processing Expertise,<br />Career Merchant Experience, and Professional <br />Client Service Background is Yours<br />Bob Botelle<br />EVP /Chief Customer Officer<br />20 Years<br />Lisa Tennant<br />VP Merchant Services<br />20 Years<br />Joe Canniff, <br />Dir. Implementation<br />8 Years<br />Jennie Verduzco<br />Dir. Compliance & Chargebacks<br />10 Years<br />Karen Coffee<br />Dir Relationship Mgmt<br />10 years<br />Lori Leblanc<br />Sr. Relationship Mgr<br />12 years<br />