2024-03-19 20:35:14
Fiserv announces an innovative combination to elevate the user experience: the arrival of the Concierge service, integrated with the Business Command Center, providing acquiring customers with the same service experience offered by luxury brands. This synergy aims to offer monitoring and resolution proactively and in advance, in the event of any occurrences at its terminals, often before the customer notices.
Monitoring payment terminals aims to enable the availability and security of transactions while, at the same time, monitoring the health and status of each machine or POS, anticipating any possible interruption in the checkout process.
Initially focused on customers with more critical operations (commercial establishments with a high volume of transactions or that provide critical services, a current volume of 10 thousand payment terminals throughout Brazil), whether from its own acquiring brand or from alliance partners , the Concierge of Fiserv aims to provide these acquiring customers with personalized serviceseeking to anticipate, through the company’s monitoring panels, any occurrences that may arise from an operational point of view – it is even possible to know if your charging machine has bad contact – or even an unexpected drop in the number of transactions .
“At Fiserv, actions are guided by research analysis and the voice of the customer. We always consult our metrics to adjust processes and, with this data combined with attentive and active listening, we can deliver our best every day. Our culture is focused on the customer and the daily search for quality improvement”, declares Luiz Tamashiro, director of Fiserv Acquiring Operations in Brazil, commenting on the constant recycling that allows the company to have a vision of where the opportunities for improvement and management are. of the operation – without needing the customer to get in touch.
Added Value for Fiserv Customers
Modernized, Fiserv’s Business Command Center works by constantly sending data from each of the terminals installed at customers that feed a large database with information regarding the equipment’s signal, number of transactions carried out, battery status, among others. . Based on this data, valuable information is produced for the multidisciplinary, specialized team with autonomy to make immediate decisions, working to solve these problems – which, in many cases, are not even noticed by customers – and may even involve the immediate exchange of the terminal .
“The integration of the Business Command Center with Concierge is an innovative proposal and represents a leap forward in the customer experience. By combining proactive monitoring with personalized service, we ensure that our customers’ payment terminal needs are met quickly and efficiently. This synergy improves performance, significantly reducing terminal downtime and driving increased sales and productivity, bringing peace of mind and confidence to businesses”, adds Tamashiro.
Fiserv has plans to expand Concierge to its e-commerce customers and Software Express solutions soon.
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