Articles
Hang Up On Payment Processing Problems
April 9, 2008
•White Paper: Hang Up On Payment Processing Problems
Alltel Wireless Stores provide pre- and postpaid cellular telephone services, handsets, and accessories at more than 700 locations throughout the United States. Two years ago, the retailer decided it needed a solution to address problems that stemmed from the way it was handling in-person bill payments made by customers.
"Retail representatives were processing more than one million payments annually," explains Lora Beard, senior consultant. "This was time-consuming. It also had the potential to cannibalize sales opportunities when representatives were so busy with payment processing that they could not effectively help customers, thus leading to longer wait times and creating a traffic issue in the stores."
Beard and her team investigated five payment processing solutions, eventually selecting a bundled application from Source Technologies. The application comprises the vendor's BillPay software, running on its concourse 5-Series self-service kiosks. Although all five options proved viable, Beard notes, the retailer chose this particular solution because of its capability to send ‘health alerts.' Alltel's support staff is notified via e-mail and SMS (short messaging service) upon kiosk malfunction.
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