Transforming 40% of Non-Transacting Merchants into Active Customers with Imprint’s Field Force Management Solution: A Case Study
There is no denying the fact that digital transactions are here to stay. In today’s digitised economy, a smooth and reliable payment infrastructure is vital for businesses to thrive. However, a significant number of merchants fail to utilize payment terminals, impacting their business potential. Studies show that nearly 30% of non-transacting merchants cite operational challenges or technical issues as the primary reasons for not adopting point-of-sale (POS) machines.
This case study explores how a client leveraged Imprint’s field force management solution to turn 40% of 1,500 non-transacting merchants into active users of their POS systems.
The Challenge:
The client, a payment service provider, identified around 1,500 non-transacting merchants who had installed POS machines but were not utilizing them. To address this issue, the client needed to execute a two-step strategy:
- Initiate a first call to understand the merchants’ concerns.
- Send technicians to visit the merchants, diagnose the issues, and facilitate the transition to active usage.
Additionally, the client required their field agents to gather critical data, including:
- Reasons for non-usage of the POS machines.
- Competitor analysis to identify if merchants were using alternative solutions.
- Feedback to improve service offerings.
The Solution: Imprint Field Force Management Software
The client deployed Imprint’s field force management solution to streamline the entire process of merchant reactivation. Here’s how Imprint optimized the workflow:
Efficient Task Assignment: Using Imprint’s automated task assignment feature, the client’s back-office team assigned calls and visits to field agents. This helped ensure that no merchant was left out and that every merchant was contacted within a short time frame.
Data Collection and Reporting: Field agents used dynamic digital forms to collect information about why the merchants were not using the POS terminals. These forms were customizable and allowed agents to enter competitor data, merchant concerns, and POS machine issues in real-time. The manager could receive and analyse this info to ensure timely action and ensure problem resolution promptly.
Real-Time Updates: Every time an agent visited a merchant, the central team received real-time updates about the visit status, ensuring accountability and timely follow-ups.
Performance Tracking: The client used Imprint’s advanced analytics and reporting to track the conversion rate of non-transacting merchants into active ones, easily identifying trends and areas that needed further attention.
The Outcome:
With Imprint’s field service management software, the client successfully visited all 1,500 merchants and identified the key issues that were preventing them from using their POS terminals. Over the span of a few months:
- 40% of the non-transacting merchants began using their POS terminals regularly.
- The client gained valuable insights through competitor analysis, allowing them to tailor their services better.
- Field agents could now efficiently collect data, reducing the administrative burden and improving service turnaround times.
By using Imprint, the client not only solved the immediate challenge of activating non-transacting merchants but also strengthened their long-term relationships with them, ultimately boosting revenue.
Most times, efficient management of the filed teams along with automation of workflows ensure smooth operations for companies with a mobile workforce. Schedule a call or demo with us today to know how Imprint can transform your field force management, empower field agents and enhance productivity significantly!
FAQ’S
What challenges do non-transacting merchants typically face in using POS machines?
Non-transacting merchants often encounter operational challenges and technical issues that prevent them from using their POS machines. These challenges may include unfamiliarity with the system, concerns over transaction fees, or technical malfunctions such as connectivity issues. A study indicates that about 30% of non-transacting merchants cite these as the primary reasons for non-usage.
How does Imprint’s Field Force Management Solution help with merchant activation?
Imprint’s solution streamlines the process by automating task assignments for field agents and ensuring efficient scheduling of calls and visits. It also provides real-time updates on field activities, enabling the client to track the status of merchant engagement and resolve any issues promptly. The dynamic data collection tools empower agents to gather essential insights and ensure a smooth transition to POS terminal usage.
How does Imprint improve data collection and reporting during merchant visits?
Field agents use customizable digital forms to collect data, such as the reasons for non-usage, competitor analysis, and POS terminal issues. This real-time data is immediately accessible to the back-office team, who can analyze it for timely problem-solving and better decision-making. This eliminates manual paperwork and speeds up the overall process.
What were the results of the case study involving Imprint’s solution?
Imprint’s field force management solution helped convert 40% of the non-transacting merchants into active POS users. The client also gathered valuable competitor insights and improved service offerings. Furthermore, the software reduced the administrative burden on field agents, allowing for faster service resolution and improved client satisfaction.
How can Imprint’s solution benefit other companies with a mobile workforce?
Imprint can enhance efficiency for companies with field agents by automating task assignments, improving accountability, and providing real-time updates. The solution enables better data collection, performance tracking, and swift issue resolution, ultimately boosting productivity, customer satisfaction, and revenue growth.
Quick Read: Case Study: FMC Global Streamlines Agricultural Field Operations with Imprint FSM Software