New POS solutions improve customer service

Ian Steyn

Over the past year, Innervation Value Added Services has delivered more than 40 integrations to retailer channel applications being used by a large number of retailers across South Africa, many of them counting as a first-to-market offering. A good example is the launch of the iTunes card solution now available through Pick n Pay.

"When we were brought in to handle the iTunes integration, we were able to take the existing Pick n Pay channel integration framework and rapidly integrate the support for iTunes cards. This not only reduced implementation time but also further enhanced the basket of products that is available through the company's value added services (VAS) platform. The aggregation capabilities of the VAS platform and its unique integration framework allow retailers to quickly take advantage of a range of gift card products, via a single integration," comments Ian Steyn, executive at Innervation Value Added Services.

The company's ability to support the integration of innovative technology is further highlighted by the recent MPOS solution - a first of its kind at a major retailer in South Africa. The integrated mobile point of sale solution was rolled out across a range of group stores, featuring iPod touch equipped devices with scanners and key pads. The device itself features an iPod touch that sits inside a VeriFone PAYware device, which provides a barcode scanner, magstripe and chip reader as well as a secure keypad on the underside of the device

The device encrypts each transaction and integrates wirelessly with the retailer's system and the process for payment is the same as a person purchasing goods from a standard point of sale, except that staff can now assist customers from anywhere in the store.

Queue reduction

One of the key benefits of the solution includes queue reduction, freeing up space within the store. Staff can also use the device to check the price of items for customers and for stocktaking. From the device, the payment transaction proceeds through the retailer's system to Innervation and then on to the acquiring bank.

"The user is not aware of the technical complexity, nor should they be. It is all about the end-user experience and ensuring customers have a great experience, no matter what their purchasing requirement. After all, the final experience of their interaction is the lasting image they will be left with as they leave the store.

"In both examples we were able to take the specific user requirements and engineer a solution around these. We built on the technical success we had in place and were able to fashion a solution that brought in additional channels and product innovation.

"If a retailer requires a new channel or product added to their offering, they shouldn't have to wait for their technical partners to first wrap their heads around the challenges. Delivering a fast and agile implementation to exact requirements requires a company who has a proven record of accomplishment across a host of successful operating sites. More particularly, it requires a service provider who is constantly innovating ahead of the curve. If a retailer can conceptualise a user requirement we are at all times able to seamlessly integrate the solution," concludes Steyn.

The market can expect to see further innovation over the coming months, which includes a new offering that will allow retailers of all sizes to accept card payments using a device connected to a mobile phone. This comprises the ability to use chip or magstripe functionality and will be a game changer for smaller and informal merchants.