Reimagine The Retail Payment Experience

The COVID-19 pandemic has altered many aspects of brick and mortar retail businesses. Some immediate and noticeable changes have been in-store layout, sanitization protocols, customer distancing, and payment options. Even after the pandemic passes, and shoppers return to their favorite retail outlets, many of these changes may remain. Some savvy retailers are taking this opportunity to reimagine the retail experience – particularly when accepting and processing payments. Here are some changes we may see in the near future:

Capturing cash sales

No business wants to turn away revenue. To survive the uncertain economic climate, retailers must try to accommodate all payment options, including physical cash.
During the pandemic, we saw an acceleration of touchless credit/debit card payments. However, cash payments are still primarily handled by hand. Cash-paying customers are sometimes directed to a different line for manual processing, which consumes time and labor and may ultimately result in unhappy customers and lost sales.

What if customers, employees, and retailers could enjoy the same touchless experience with cash transactions? Workers would not have to handle cash, thus reducing shrink, error, and saving time. Implementing customer-facing cash payment solutions allows buyers to complete their purchase smoothly. No more being turned away or shuttled to a different line!

Location, Location Location

The current, nearly universal shopping experience involves wandering around to find items and then returning to the store’s front to wait in long checkout lines. What if you need a bottle of shampoo from the toiletries department? Many buyers are discouraged when they arrive at the payment line to find that they must wait with the crowd to make their small purchase. Abandoned items and baskets are a common sight at the front of the store.
By placing payment kiosks at strategic locations throughout the store, retailers can capture more sales and impulse buys. Payment kiosks with cash recycling capability throughout the store allow for better social distancing and less stressful experience for both the customer and the employees.

Efficiency and Security

Retailers know that each form of payment comes with its associated risks and costs. There is the cost of handling, managing, and transporting actual notes and coins for traditional teller-managed cash payments. There is also the concern of employee error and shrink. A fully automated, customer-facing cash payment solution at POS can eliminate many of these concerns by securing the cash, authenticating the notes, reporting the exact intake amounts, and even recycling the money. Current technology even enables real-time sales figures from all payment terminals.

Hygiene Concerns

In a post-pandemic environment, hygiene will still be top-of-mind for most consumers. Retailers must reduce touchpoints and sanitize surfaces. Payment kiosks and INLANE cash handling solutions can reduce the physical interaction between store employees, payment mediums, and customers. The kiosk surfaces can also be sanitized to reduce the risk of virus transmission.

 

 

At CIMA, not only do we create innovative cash solutions, but we want to challenge the status quo of the retail payment process. We work with retailers to create a better customer and worker experience around cash transactions. CIMA’s INLANE and Kiosk Series is a line of consumer-facing note and coin recycling solutions designed for Point of Sale (POS). Customers pay notes and coins directly into the machines, which count, store, and dispense change. Whether you are looking for an entry-level unit or a full self-service kiosk, CIMA has the right machine for your needs:

INLANE 300 is an entry-level compact unit designed for smaller retail environments.

INLANE300 DEPO is designed for low to medium cash volumes. It features both recycling and surplus coin/note management.

INLANE600 DEPO is ideal for small to medium retail environments. The unit features both recycling and surplus coin/note management.

CASH@KIOSK300 / DEPO is a self-service kiosk for self-ordering and self-checkout environments. Consumers self-scan or self-select items to order/purchase and pay notes and coins directly into the machine. The unit features both recycling and surplus coin/note management.

ATMIA US Conference 2020 – What You Missed

By Vik Devjee

ATMIA US Conference 2020 was held in February 2020 in Houston, TX and was interesting and intriguing. We had a preview of the market and industry, as seen by leaders and innovators in the ATM space, banks and financial institutions, independent ATM deployers (IADs), and service providers. We also met with payment leaders, talked about cryptocurrency and bitcoin, and looked at innovations and discussed disruptive ideas that bode well for our industry. Software solutions innovators continue to impress with their farsighted view of the industry in the transition to the future of payments but remaining grounded to the oldest and most popular payment: CASH. Above all, we heard from all these industry innovators that cash is here to stay, and the future demand for safe and secure cash management is strong and getting stronger.

CIMA seemed to resonate with several consumer-serving companies (IADs, banks, cash service providers) when the conversation turned to interactive customer systems. The discussions covered streamlining customer transactions, including multiple means of payment, such as cash or card, and minimize the exposure of cash to employee handling. The industry wants very much to consolidate cash services to the consumer. Combining the most basic ATM functions with payment processing needs were broadly discussed. Innovations such as “cardless” transactions were discussed in addition to conversations exploring alternative means of delivering the tried and dependable services that were shared.

It was clear to us over the two and a half days of exhibit hall and conference presentations that delivery of services is going well beyond the traditional ATM for which this Association and Conference provide. Whether it is ATM services or bill payments, self-service ordering, or information sharing, the market wants to interact directly with the customer and offer them a means of quick, safe, and secure delivery of cash, services, and goods. Our conversations around CIMA’s Cash@Kiosk product were quite well-received, with requests for more information as it becomes available.

The focus of the conference was on ATMs and their place in the market. Speakers from around the country addressed needs such as outsourcing, connectivity, fraud prevention, future designs and innovations, and how consumers use cash, to name a few. All these insights help guide and structure the road map for future development and innovation in the cash management space. Perhaps most informative were discussions around the legislative initiatives being undertaken, especially at the federal level, to ensure fair and comprehensive reviews of current and pending bills before congress that will affect our industry.

The state of the industry is excellent. Despite the growth of alternative payments like bitcoin or another cryptocurrency, the demand for handling our most basic payment process, that is, cash, safely and securely, is foremost on the minds of the industry. At ATMIA and the US 2020 Conference, CIMA was able to introduce new ideas, new products, and new opportunities for organizations and individuals that have long been in the cash management and delivery business with the introduction of our new In-Lane Solutions and Cash@Kiosk. Thanks for coming by, spending time getting to know us, and giving us a chance to get to know you. The state of the industry is excellent. The future is bright. And CIMA is privileged to be a part of it.