During back-to-back blizzards that dumped nearly four feet of snow in Wilmington, Delaware earlier this month, Electronic Payment Exchange (EPX), a leading merchant acquirer and payment processor, continued to operate without skipping a beat. Faced with the region’s largest snowfall totals in modern history and declared states of emergency throughout Delaware, EPX successfully processed 100% of the transactions submitted by their clients and promptly handled customer service calls.
Christine Bradley, director of operations and client services for EPX, activated the company’s emergency response plan in anticipation of the storms. “Although the State restricted driving to emergency personnel and urged businesses to close, we were unaffected by the order,” said Bradley. “When the forecasts predicted the storms of the century, we put our emergency plan into effect and made all of the necessary preparations for our employees to work remotely via our secure network connections.”
EPX customer service telephone lines were forwarded to employee cell phones, which enabled EPX’s service managers to transparently address any customer issues that arose during the storm. Transaction flow from EPX merchants routed directly through EPX’s Phoenix, Arizona data center, so EPX merchants and the merchants’ customers were unaffected by the storms.
“Considering how the storms crippled the region,” Bradley says, “It’s great to see that modern technology and our emergency planning allowed us to efficiently serve our customers.”