TouchPay Enabling the Future of Payments. Toasted Cafe Case Study

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1 TouchPay Enabling the Future of Payments Toasted Cafe Case Study Problem Statement An expanding South African sandwich franchise, Toasted Cafe, sought to simultaneously increase its customer base, while offering an efficient and convenient solution to facilitate ordering and payment by its often time-bound corporate customers, who would not have the time to drive from work and back to order food during their lunch hour or other times. Solution TouchPay, through its advanced payment technology, made it possible for Toasted Cafe to achieve both its goals by providing TSD (Touch Screen Devices) from which customers could order their food and pay for it from the convenience of their office premises. Benefits Toasted Cafe gained exposure to customers who otherwise would not have travelled from work to buy food from a local branch Customers were spared the inconvenience of wasting time on the road driving to and from an outlet to purchase food Toasted Cafe is a fast-growing South African sandwich franchise that caters to a multitude of clients in the corporate sector and the general public. The popularity of Toasted Cafe s products created a need for the company to find an efficient way of processing orders and payments so that it could serve its customers more effectively and conveniently. TouchPay was able to meet Toasted Cafe s needs by rolling out Touch Screen Devices (TSDs) from which corporate employees could make and pay for their orders, at the employee s offices. This strategy nullified the necessity for time-bound customers to drive to a local Toasted Cafe to purchase food. With TouchPay s TSDs ordering and payment is facilitated in a single, secure and time-efficient environment. To electronify Toasted Cafe s billing system for corporate employees, TouchPay used e-wallet technology that is facilitated by an established payment ecosystem to enable their transactions. This was done by following a threefold process: The paperless, cashless e-wallet system used provided environmental benefits and eliminated the need for Toasted Cafe s drivers to carry cash on them, which also had safety implications Online access to reports enabled Toasted Cafe to track its transactions at any time and enabled an easy and reliable way of resolving customer disputes Toasted Cafe was able to cash out at any time Toasted Cafe and its customers were fully informed of money transfers at every step of the process Page 1 1. Registration 2. Purchase 3. Reconciliation and settlement Registration Toasted Cafe franchises registered as TouchPay Merchants. During this process: An e-wallet account was automatically created for each franchise. This account was the one into which all purchase transactions by a franchise s customers were credited Franchise bank details were captured to facilitate

2 payment of settlement into the account A unique username and password was created for online access to reports (transaction, individual, etc.), balance checks, cash out options, etc. by each franchise Additionally, each franchise s customers had to be pre-registered. Once their details were captured, an e-wallet account was automatically created for each customer and linked to their mobile phone (this became their account number). Registration and creation of customers e-wallets was as follows: Customers selected the Toasted Cafe icon on the TSD screen A screen requiring their personal information (Name, Surname, ID, Mobile number, Address) would appear Note: Merchants who chose to use PVC magstripe cards to authorise transactions, rather than biometric identification, received a merchantspecific USSD number that customers had to dial from their mobile phones to register their cards and link them to their e-wallets After dialling the USSD number and proceeding, customers had to choose the Activate Card Number option and proceed They then had to type in the card number and provide personal details, including an address Successful registration and linking of the TouchPay cards to a customer s e-wallet was confirmed on the TSD screen, as well as via an sms and that was sent to the customer Once the information was filled in, they proceeded to the next screen by pressing Next, which took them to an e-wallet creation screen On it they selected the Card Payment option, accepted the terms and conditions and pressed Proceed Because Toasted Cafe Merchants chose biometric identification to verify customer details, a screen requesting the registering customer to place their index finger on the sensor four times for the system to capture and verify it appeared next The customer s e-wallet was created after successful fingerprint capture, and an sms informing them of this was sent to their mobile phone At this point customers had the option of linking their bank card to their e-wallet, which made loading cash into their account easier To link the two, customers had to select the icon that allows them to do so on the TSD screen They had to place their index finger on the sensor four times for the system to verify and capture it. Those whose Merchants opted to use cards had to swipe their cards An sms taking them through the steps of providing their bank details, ATM pin and date of birth was then sent to their mobile phone. The two accounts were linked after successful completion of this process Page 2

3 Before customers could make a purchase, they had to first deposit funds into their e-wallet. This was done in the following way: Customers selected Banking on the TSD s Main Menu They selected Deposit on the screen that followed and filled in the amount that they would be depositing, e.g. R10, R100, etc. They could then recharge their e-wallet using one of the following options: Directly from their phone if their credit or debit card was linked to their e-wallet at registration When using this method, customers were prompted for their ATM PIN on their phones every time they made a deposit. This is a secure, bank approved and MasterCard / Visa certified system The deposits were confirmed by smses that were sent to the customer s mobile phones and via receipts that were printed by the TSDs as well Purchase Customers orders were captured on the TSDs as follows: Pressing the icon that transferred them to the Main Menu Selecting Menu and then the Category, e.g. Sandwiches, Wraps, Salads, etc. that they wanted to order from c. Internet transfer into the TouchPay account Note: Depending on the originating bank, funds would reflect in the e-wallet either overnight or after two business days. By a direct deposit into the TSD s cash acceptor Note: This money is insured once it is deposited into the machine. Page 3

4 Customers were then able to choose the specific item they wished to order, e.g. Bacon and Avo, Chicken Mayonnaise, etc. by clicking on it. Ordered items and their prices would then appear in a separate list on the right-hand side of the TSD screen Customers were able to cancel an item from their selection by clicking on it in the order list that appeared on the right side of the TSD To order an additional item from a different category, e.g. Cool Drinks, customers had to press Back to Main Menu, press the category they wanted to order from, and choose item they wanted Once their order was complete, they selected Proceed, which brought up the payment screen These payments needed to be authorised via their mobile phone Depending on their Merchant s preferences, one or more of three payment options were available to the customers, namely Wallet Payments, Card Payments or Cash To make an e-wallet payment, they selected E-wallet A screen asking that the transaction be authorised by placing the customer s fingerprint on the sensor (or by swiping their TouchPay card), would then appear. Authorisation of the transaction was completed over an internet link The customer then received an sms notification of the transaction and the funds that were deducted from their e-wallet SMS confirmation of the purchase was then sent to the customer s mobile phone Note: Toasted Cafe customers were also able to make airtime purchases from their preferred Service Providers (Vodacom, MTN, CellC or 8ta) and pay for them by following the same principles as above. For each purchase: Customers e-wallet accounts were debited for the full amount of the transaction The full amount of each transaction was credited to the Toasted Cafe franchise s e-wallet account c. The TSD would also print a receipt if the transaction was successfully completed Transaction fees were debited from the franchise s e-wallet account The Card Payments option made payments directly from a customer s bank account Note: Customers were able to check balances and transactions online through the issue of a TouchPay username and password. Page 4

5 Reconciliation and settlement Toasted Cafe Merchants were granted access to the TouchPay websitevia a unique username and password that they could use to obtain the following information at any moment: Reports Merchants could specify transaction types, e.g.: Purchases Fees All Merchants were also able to specify From and To date and time ranges Note: Reports were downloadable in csv. Format. E-wallet account balances Cash out Toasted Cafe Merchants were able to cash out either a portion or the full amount of their e-wallet accounts at any time. Depending on the Merchant s bank, funds would either reflect overnight or within 2 business days Page 5