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
What they deployed with Vizalia
- In support, the merchant turns their camera around: a link, a click, ten seconds
- The advisor sees the terminal, the on screen message, the wiring, the paper drawer
- They guide by pointing at the image rather than describing: “the button at the bottom left” becomes a dot on screen
- In sales, the advisor projects infographics: models compared by real usage — shop, terrace, market, rounds
- Then they open the simulator on the merchant's real volumes: commissions, rental, fixed fees. The gap with their current contract shows in euros per month
- Hosting in France, ISO 27001 certification, deployment in 48 hours, the same setup for both centres
« The merchant stops comparing promises. They compare figures. »
Direction support & télévente, client anonymisé
What they got out of it
- Diagnosis happens live: the advisor sees instead of imagining, many incidents are resolved in the call
- The merchant stays open: speed of resolution becomes a sales argument in its own right
- The right terminal first time: fewer cancellations, hardware returns and downstream support
- The comparison becomes legible: a payment rate that is illegible over the phone becomes obvious in seconds
- Mistrust drops: showing the calculation rather than asserting it changes the nature of the exchange
- Support becomes a sales opportunity: a merchant fixed live is a merchant who is available
- Very good results on first call resolution and conversion, shared verbally under a confidentiality agreement
Also working in Banking, payments & acquiring?
Let's talk about how Vizalia fits the way your teams handle calls.
Talk to us
