Small-Business Payment Disruptors 2023

How All-in-One Solutions Can Combat Small Businesses’ Economic Woes

Executive Summary

Economic uncertainty has slashed small and medium-sized business (SMB) satisfaction with their payment service providers (PSPs). This is intensifying competition between acquirers and processors, banks, fintechs, and the vendors that serve them. Providers must enhance and simplify access to cutting-edge solutions that solve key pain points—or risk losing share.

Key Question: How can PSPs attract and retain SMB clients amid disruption in 2023?

KEY STAT: SMB expectations of their PSPs are ramping up as they demand new services—especially centralized account management (61%), new payment methods (59%), and optimization (57%).

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    Table of Contents

    1. Executive Summary
    2. Economic uncertainty is changing SMB priorities—and throwing trillions of dollars of payment value up for grabs.
    3. Providers must invest in all-in-one solutions that are both broad and customizable.
    4. Three core groups of PSPs are competing to serve SMBs—and there’s room for more.
    5. All-in-one solution innovation will focus on payments, cash flow access and management, verticalization, and marketing support in 2023.
    1. Payment product innovation should focus on streamlining the checkout experience.
    2. Cash flow management tools are more important than ever as SMBs grapple with the economy.
    3. Solutions that improve access to capital and better financing can resolve SMBs’ cash flow crisis.
    4. A comprehensive suite of plug and play, customizable solutions will satisfy the widest breadth of SMBs.
    5. Integrated marketing support will be a PSP innovation frontier in 2023.
    1. Once providers have built out their all-in-one solutions, they must ease SMBs’ access to them.
    2. Insider Intelligence Interviews
    3. Sources
    4. Media Gallery

    Interviewed for This Report

    Dan Bjerke
    Global Head of Clover
    Interviewed March 13, 2023
    Brett Sussman
    American Express
    Vice President/Head of Marketing and Sales, Business Blueprint & Banking
    Interviewed March 6, 2023

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    Jaime Toplin


    Eleni Digalaki
    Principal Analyst
    David Morris
    Principal Analyst
    Melissa Rosenberg
    Senior Researcher

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