Établissement bancaire
Troubleshooting and selling a payment terminal without leaving the desk
A bank uses Vizalia across both its contact centres. In support, the merchant shows their terminal. In sales, the advisor projects infographics and a cost simulator.
The starting point
A bank equips merchants with payment terminals. Two contact centres, two trades, the same blocker. In support: a merchant calls, their terminal is down, a queue is forming in front of them. They describe what they see in their own words — “there is a message”, “it is blinking”, “it won't work”. The advisor diagnoses blind, tests hypotheses, and often ends up scheduling an on site visit. For a loose cable or a wrongly inserted paper roll in one case out of two. In sales: a merchant does not know which terminal suits them. Fixed, portable, standalone, with table side payment or roaming: the differences matter, but they are hard to explain over the phone. And when cost comes up, they compare an offer they do not understand with another offer they do not understand either. In both cases, the same blocker. No one can see what is being discussed. This client chose to remain anonymous and its results are covered by a confidentiality agreement.
What was getting in the way
- In support, a customer who cannot describe: “it is blinking”, “it won't work”
- An advisor who diagnoses blind and schedules visits for a loose cable
- One site visit in two for a minor fault, and revenue lost by the minute
- In sales, models (fixed, portable, standalone) that are hard to explain over the phone
- A cost comparison that is illegible over the phone, against aggressive cold calling and a reputation for opacity
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