Award-winning payments solution provides a Welcome Break from slow transactions

10 January 2014

As a leading UK motorway service operator, being able to serve high volumes of time-strapped customers is crucial for Welcome Break, but the brand was impeded by slow payment processing speeds across its 29 sites, leading to a possible loss of sales.

To address this issue, Welcome Break wanted to invest in a payments processing network that could streamline its card transactions at each venue, cut queuing times and improve the all-round customer service experience.

Vodat developed a bespoke Unified Payment Service that specifically addressed Welcome Break’s challenges, including the remote location of its sites.

The integrated solution enabled Welcome Break to move from using 550 payment terminals with separate phone lines, to operating 650 terminals integrated with the Point of Sale across 80 ADSL lines.

As a result, Welcome Break has managed to significantly reduce customer waiting times and increase the number of visitors it is able to serve in a day.

Unified Payment Service has also made a significant impact on Welcome Break’s workforce. All transactions are now settled accurately within the integrated system, automating what used to be a manual process, while its security standards assure staff that customer data receives the utmost protection.

“For me, the Unified Payment Service delivered in partnership, is the IT driver that has enabled us to significantly improve our speed of service and back office reconciliation,” said David Willock, IT Director, Welcome Break. “We felt comfortable with the Vodat team and their level of knowledge and expertise to securely manage our high volume of payment transactions. The fact that the solution supports PCI compliance was of the utmost importance. Customer card data is not held in the EPoS system, therefore costly EPoS development was avoided. Instead, card data is stored in one secure location, fully meeting the requirements of PCI compliance.”
 
This project won Welcome Break the title of Retailer of the Year Award at the 2013 Payments Awards.

 

Award-winning payments solution provides a Welcome Break from slow transactions

As a leading UK motorway service operator, being able to serve high volumes of time-strapped customers is crucial for Welcome Break, but the brand was impeded by slow payment processing speeds across its 29 sites, leading to a possible loss of sales.

To address this issue, Welcome Break wanted to invest in a payments processing network that could streamline its card transactions at each venue, cut queuing times and improve the all-round customer service experience.

Vodat developed a bespoke Unified Payment Service that specifically addressed Welcome Break’s challenges, including the remote location of its sites.

The integrated solution enabled Welcome Break to move from using 550 payment terminals with separate phone lines, to operating 650 terminals integrated with the Point of Sale across 80 ADSL lines.

As a result, Welcome Break has managed to significantly reduce customer waiting times and increase the number of visitors it is able to serve in a day.

Unified Payment Service has also made a significant impact on Welcome Break’s workforce. All transactions are now settled accurately within the integrated system, automating what used to be a manual process, while its security standards assure staff that customer data receives the utmost protection.

“For me, the Unified Payment Service delivered in partnership, is the IT driver that has enabled us to significantly improve our speed of service and back office reconciliation,” said David Willock, IT Director, Welcome Break. “We felt comfortable with the Vodat team and their level of knowledge and expertise to securely manage our high volume of payment transactions. The fact that the solution supports PCI compliance was of the utmost importance. Customer card data is not held in the EPoS system, therefore costly EPoS development was avoided. Instead, card data is stored in one secure location, fully meeting the requirements of PCI compliance.”
 
This project won Welcome Break the title of Retailer of the Year Award at the 2013 Payments Awards.