For Kim Woods

Vision:

OnTRAK Merchant Services will grow into an international, full service ISO/MSP with a solid merchant member bank relationship; acquire existing portfolios; offer new business start-ups with quick approvals and immediate processing; existing businesses reduce overhead costs by switching to onTRAK; sub-agents and telesales representatives form a national independent network of salespeople; superior customer service from in-house and field customer service representatives.

Financial Perspective

To succeed financially, how should we appear to our shareholders?

Shareholder Value or Financial Perspective, includes strategic objectives in areas such as:

Market share

Revenues and costs

Profitability

Competitive position

objectives

measures

targets

initiatives

increase sales

the number of sales per month

The number of sales should increase to 5 sales per month on average for 6 months then review

1. Increase time available for sales calls by reducing hours in outside employment 2. Join trade organization(s) and attend free mixers for referrals 3. Establish relationship(s) with bank(s) and credit union(s) for referrals 4. Increase cold calls to 300 per day 5. Purchase internet traffic to NAB & ECE websites 6. Create relationship(s) with accountants for referrals 7. Compile list of retail industry trade show events and attend when strategically viable 8. Contact existing merchant client base and ask for referrals 9. Discover vendors of existing client base - contact them - ask for referrals

increase residual

the volume of residual revenue per month

increase residual by $500/mo every 3 months

Solicit multilocation and $1 million + annual accounts

acquire portfolios

monthly residual

acquire $10,000 in monthly revenue within 12 months

1. contact financing sources for residual purchase

To achieve our vision, how should we appear to our customers?

Customer Value Perspective, includes strategic objectives in areas such as:

Customer retention or turnover

Customer satisfaction

Customer value

objectives

measures

targets

initiatives

increase customer loyalty

percentage of lost customers

no more than 10% loss per year

1.gift baskets 2. birthday cards 3. holiday cards

decrease customer service response time

hours to respond

respond to customer within 3 hours

return call within 3 hours

increase offer of ancillary products

frequency of offer for ancillary products

offer at least 2 ancillary products per call

assertively offer ancillary products

To satisfy our shareholders and customers, at which business processes must we excel?

Process or Internal Operations Perspective, includes strategic objectives in areas such as:

Measure of process performance

Productivity or productivity improvement

Operations metrics

objectives

measures

targets

initiatives

increase appointments

appointment per call ratio

1 appointment per 50 calls

Buy targeted, qualified leads

reduce callbacks

call to close ratio

3 calls to 1 close

1 month callback after 3rd attempt Incentivize immediate action

reduce non-sales activity during prime sales hours

percentage of non-sales activity during prime sales hours

limit non-sales activity from 5am - 6pm to 25% or less

implement organized customer service system

To achieve our vision, how will we sustain our ability to change and improve?

Learning and Growth (Employee) Perspective, includes strategic objectives in areas such as:

Employee satisfaction

Employee turnover or retention

Level of organizational capability

Nature of organizational culture or climate

Technological innovation

objectives

measures

targets

initiatives

Improve organization's customer service capabilities

number of positive referrals from satisfied merchants

4 referrals from satisfied current merchants

Implement email, direct mail and/or phone interview survey program Send thank-you notes to existing customer base Provide $5 for-intent money-orders to customers seeking financial remuneration

hire employees

number of employees

1 employee

begin with intern(s) from pvcc

stay current on new industry developments & technological innovations

number of articles read

read 1 article weekly

subscribe to 1 industry magazine