Cashless Payments: A business case study
For many small businesses, the idea of removing cash as a payment option may seem crazy. However, for Sam Canning it allowed him to better serve his customers, generate increased profits and create a cleaner retail environment for his butchery business.
- Improve customer experience via a faster payment transaction
- Improve hygiene through reduction of cash handling
- Remove the need to bank cash daily and remove any cash “leakage”.
The challenge at hand
The butchery retail environment requires the highest levels of hygiene. By removing the need for cash handling, Sam felt he could create a cleaner environment for his customers and staff.
Sam had opened a second retail outlet, which meant he couldn’t be present at all times to manage cash clearances within both stores.Sam was aware a cashless store may cause friction for customers at the beginning - an issue he addressed by placing a sticker on his meat display cabinet advising the reasons why he had decided to make the store cashless.
Making it happen
Firstly, Sam ensured it was legal to only offer card payment, which it is according to Australian Government regulation. Then, in conjunction with their POS system partner, the weighing scales were synced with the contactless POS system to avoid entering the product weight into the register. This improved speed and cleanliness of service.
Why Cashless & Visa?
Sam chose to move to a cashless payment system with Visa because “Visa cards are easily the most prevalent in my store and virtually all have Visa payWave. Visa is much more cost effective than some of the other payment types. Our acquirer was also very supportive of the whole project and has implemented a truly seamless and convenient payment experience.”
Sam’s store manager, Simon, is also a fan of cashless payments – “In the past we would have so much trouble balancing the till at the end of the day, which always concerned me and made for an awkward conversation with my boss. Now, the daily transactions are completely transparent and accurate to the cent.”
Since the implementation of the cashless environment in 2014, Sam has witnessed “Noticeably faster transactions”. Staff are very supportive of the measure - “Staff love that they don’t have to handle cash while serving meat products’ – and Sam also has more time on his hands; “I have at least 30mins extra in my day now because I don’t have to do the daily cash run to the bank”.
Sam’s customers are also happy with the switch to cashless payments – “At first I thought the idea of cashless was removing choice, but once I saw how much cleaner and more efficient it made the purchase process, I was sold”.
Visa’s top tips for going cashless
- Provide customers with adequate warning – Start communicating the upcoming transition to cashless early – up to 3 months prior. In addition to signs around the store, encourage staff to mention the transition to customers that pay with cash.
- Train your staff – Ensure that your staff have adequate training to use all systems proficiently. Also provide them with easy to understand responses to customer queries around the topic.
- Be confident in your decision – Spend time with your customers explaining your rationale for the move to cashless and communicate via in-store messaging.
This article has been provided to Suncorp Bank with the explicit consent of Visa. The case study results herein are for informational purposes only. Visa makes no warranties, express or implied, regarding such studies and is not responsible for any use or reliance on them (including from errors, omissions, inaccuracy or non-timeliness).