October 08, 2024

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 Challange:

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:

1. 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.
2. 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.
3. 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.
4. 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

How does Imprint’s Field Force Management Solution help in converting non-transacting merchants?

Imprint’s solution streamlines the entire process by automating task assignments and facilitating quick responses to merchant concerns. By sending field agents to diagnose issues with POS machines and gathering real-time data on non-usage, Imprint helps to identify and address the obstacles preventing merchants from using their payment terminals, ultimately turning them into active customers.

How does Imprint ensure that field agents can effectively collect data during merchant visits??

Imprint enables field agents to use customizable digital forms for collecting detailed information during visits, such as the reasons for POS non-usage and competitor analysis. The data collected is transmitted in real-time, allowing back-office teams to take prompt action and ensure that issues are addressed efficiently, contributing to better service turnaround times.

What role does real-time updates play in managing field operations?

Real-time updates allow the back-office team to track the status of each merchant visit, ensuring accountability and timely follow-ups. With Imprint, managers receive instant notifications after every field visit, making it easier to monitor the progress of the reactivation process and optimize workflows as necessary.

How does Imprint’s reporting feature help track the performance of field agents?

Imprint offers advanced analytics and reporting that provide insights into how effectively field agents are engaging non-transacting merchants. By tracking conversion rates and identifying trends, managers can make data-driven decisions to enhance field force performance and further improve merchant activation efforts.