Merchant Relationship Management by NMI Reviews & Product Details

The Iris staff, is of course, very knowledgeable and helpful. They promptly respond to tickets. Additionally, the system itself is fairly easy to use and therefore user-friendly. Both programming/building new workflows and creating/converting new leads. Review collected by and hosted on G2.com.

There is not much I dislike, but one of the main concerns is the ability to connect to other Acquirers in order to receive a live data feed for Merchant Processing. The current turn-around time to have something like this even considered is 2 years out, which we all know it is impossible to wait that length of time for any feature request. In that amount of time somenone can switch CRM providers. Review collected by and hosted on G2.com.

I have been using the service since last May and enjoy using it. I appreciate the automatic email templates that we can set up. And we consistently use it to store information about our clients and possible future clients. It is very dynamic and fluid. I am using version 2 and most of my co-workers are using the first version. They said they don't like how everything is pushed into each other, it seems like it's all too close together. I enjoy having everything there for me to find easily. Review collected by and hosted on G2.com.

I don't have much CRM experience, so I don't really have anything I can compare it to. I don't have any complaints about it so far. I use the 2nd version and most of my co-workers are used to the first version. I always have to put /v2/ into the address bar to get it to switch over. Review collected by and hosted on G2.com.

Intuitive and user-friendly interface.

Comprehensive contact management features for efficient customer information organization.

Streamlined sales and pipeline management with clear visual representations.

Robust reporting and analytics capabilities for data-driven decision-making.

Seamless integration options with popular applications and systems.

Customization features to tailor the CRM program to specific business needs.

Prompt and helpful customer support. Review collected by and hosted on G2.com.

Limited functionality and features in the mobile app compared to the desktop version.

Pricing plans may not be as flexible or affordable for small businesses.

Certain advanced features may require additional configuration or customization.

Lack of support for specific industry-specific requirements or niche markets.

Limited automation options for certain repetitive tasks.

Occasional performance issues or lags during high usage periods.

The learning curve may be steep for users who are new to CRM software. Review collected by and hosted on G2.com.

IRIS CRM brings everything together to make for a much more cohesive and efficient experience for our ISO.

Having all our reporting in one place makes providing support much quicker and easier. It helps simplify things for our busy sales reps who can view their portfolio reporting and make tickets for all their clients across most if not all platforms without needing multiple logins. Residuals calculations and reporting have advanced significantly over the last few years and we can now compare income and expense items with ease and see where losses are coming from, etc.. Our sales team has all their leads and their Voip dialer ready anytime and anywhere so they don't miss a beat. Right from the lead reps can send an e-sign app, get notified when it has been signed, then have it submitted right through the IRIS TurboApp and get notifications from underwriting and once approved the new account is automatically loaded into IRIS. Over the past 10+ years using IRIS the functionality has advanced significantly and it is now working better than ever. Review collected by and hosted on G2.com.

There is not much to dislike. If I had to nitpick I would go with the process of configuring and customizing the functionality, permissions, and settings of each module and feature. That can be quite an undertaking and something that is ongoing due to the ever-changing nature of merchant services and the associated processors, platforms, and service providers. It takes time to dial everything in but the IRIS team is always there to provide guidance and also listen to suggestions which they pass on directly to their developers. Review collected by and hosted on G2.com.

I like that I am able to download a variety of reports and track everything from volume by card type to the number of transactions as well. I have not had any experience with competitors. Review collected by and hosted on G2.com.

I would like to be able to download files a little easier, such as multiple downloads. I would also like to see charts for volume and deposits across the year rather than just on month. Review collected by and hosted on G2.com.

I like the most of the API and the experience that the sales reps can have. It does a lot for residuals which is a nice feature with your sales CRM. It is easy to create a good workflow for employees. They have a support rep named Eric; he is fantastic. Review collected by and hosted on G2.com.

The dialer's recordings are awful. Call routing is not very sophisticated. There are no listeners for merchant tables. I would say my only real complaints are the dialer. It is below expectations, especially for what people pay for that feature. The dialer metrics are unreadable, and there are no API endpoints to get that data. It is not good.

I would also say that permissions are not straightforward. For example, if you have a group setting, it will override label settings in documents. It is the right move, but tracking down a permissions issue can be next to impossible.

Also, some minor things, like being able to hide statuses by group, not just the entire status category.

Email triggers only go out to assigned users on a lead; it would be cool if there were an ability to email a class on a trigger whether or not they're set to a lead

The tiny amount of permissions regarding people and their ability to view merchant records and financial information is highly annoying. For example, if a support rep is assigned to a lead, they will be assigned to that merchant record and can view the financial statement. How about permission to disable that for specific users? Or control that on a more granular level. That is a huge miss.

Also, when financial information is pulled at ~3 AM, it will create a new lead record if a lead does not have a matching MID, which can be frustrating to clean up. A section should be made where administrators or accountants can connect leads with the correct merchant record before the system creates a blank. We have spent a lot of time cleaning this up because some banks get MIDs at the very beginning of the underwriting process, and some get them at the very end, so if the timing is off, you may have hundreds of leads in your system which have no info but a MID Review collected by and hosted on G2.com.

The lead management, tasks, residual reporting and integration with processors. Essentially i feel like IRIS has everything a payments professional would need in order to run an succesful business in an organized manner. Review collected by and hosted on G2.com.

I like Iris overall but one thing i would improve is the account overview table. Ive noticed that when i approve an account, and if i ever need to do changes the crm marks it in the approved section for that month. Also when an account closed it subtracts that from the approved accounts for the month it got approved in. essentially if an account got approved january, it should always count towards the account approved that month and never change afterwards regardles if it closes 2 months later. Review collected by and hosted on G2.com.

What I like about IRIS is how it puts the many features required to be a functional ISO into one space. This, along with the fact that many parts are buildable by the ISO, such as the lead cards, tickets, how tickets work, etc, makes it extremely useful for reporting, handling data, and managing customer relations. Being able to change things up as users share their experiences is very nice. Review collected by and hosted on G2.com.

There are two main caveats with IRIS. The first is that it does not feel like there is much testing from the User experience perspective. This is understandable as it is hard (even for me as the person who sets the system up for the agents) to test all the things the agents could do and what would happen, but after seeing a lot of the steps/things agents go through when using it, it feels like this may not be tested enough. Let me give you an example, when using the mobile app and getting notifications, you will get them on your phone just as a normal notification. An agent informed me that regardless of if the notification is linked to a ticket or not, they are always taken to the merchant record and they have to navigate to what they notification actually was. This isn't a huge thing, but it annoys the agents who complain, and it is slightly understandable. The second thing would be the handling of feedback given to IRIS by different ISOs. It is unclear if changes that get voted highly are actually being implemented and what is going on. Typically with other companies, they will notify the person who gave the feedback/request if the company starts working on it, as well as post it publicly to the same place they allow users to post suggestions/feedback. This could be helpful, because I have told many people in my organization that I have requested features from IRIS but that is all I can leave it at.

Part of the second caveat plays into the fact of how customizable the system is, which I absolutely love, so it makes sense that there would be a lot of feature requests and a want for visibility. Review collected by and hosted on G2.com.

IRIS is fairly intuitive and makes boarding merchants easier. Additionally, having templates for pricing, emails, etc saves me time. I like that it is user-friendly for our merchants as well. We rarely have to walk them through anything. They receive their credentials and are off to the races. Review collected by and hosted on G2.com.

Some of the more complex things I do in IRIS are cumbersome. For example, if I want to update half a dozen pricing templates with the same set of changes, I have to update each template separately, deleting the same set of fields on each one and adding the same set of fields on each one, instead of doing a bulk update across all 6 templates at once. Review collected by and hosted on G2.com.

I love that the CRM has live updates for all users to see and that we can allow different users to have many different rights. The support staff are very friendly and helpful with all the questions I have. Review collected by and hosted on G2.com.

There are a couple of additions I think would benefit the CRM and it's users. The ability to use IRIS as personal cloud storage for documents and videos that can be updated like Google Drive and combined it with Docusign to receive sensitive documents once. Review collected by and hosted on G2.com.