Customer Journey

Epos now customer journey.

Understanding and setting the expectations of what the Eposnow onboarding journey looks like is key to a smooth set up and happy merchant.

It is important to manage expectations. As standard the customer will receive a 30 day implementation period which includes 4-6 hours of over the phone training. Customers with a smaller product range who may not be using all features available will be able to complete their setup considerably faster than those with several product lines and no time to implement it.

Please read through the customer journey below and important considerations

Onboarding

Day 1 .

• Order is received by Eposnow.
• Merchant emailed back office login details and sent a welcome email letting them know next steps with option to book in welcome appointment that suits them.

Days 2-4

• Merchant receives kit from Eposnow
• Merchant receives welcome call from Eposnow, unless they have booked in another time via the link in the welcome email . The purpose of the welcome call is to understand the merchants' business, what training they require, and when they need to go live with the system.

Days 4-14

• Payments integrated, basic training covered including how to add products, setting up stock and staff profiles. After each training session, merchant will be emailed an overview of what was covered and a reminder of the next session booked.

Days 14-30

• Training and support continued. Once the merchant is comfortable they are all set up to go live, merchant is ‘graduated’.

It is important to note that no two implementations are the same, and as such the time taken to get a customer ready to trade will vary. Many factors will affect the time it takes to onboard a customer, such as:

• Number of product lines
• Size of business
• Stock management system requirements
• External integration requirements
• Time available to train on and implement system
• Confidence and ability with technology

Important considerations

Please note, all Eposnow implementation is completed over the phone/ via webex, and is on an appointment basis. The assigned implementation manager will coordinate directly with the merchant on this. Therefore, it will not work for a merchant to call in with their salesperson with no forewarning with the expectation for everything to be set up all at once.

Onsite installation/ training is not included as standard, but can be offered at a cost of £529 for a full day and £339 for a half day.

Similarly, we do not upload a merchants’ products for them as standard- we do show them how to do this as part of the included training however. If the customer has a large amount of products to upload into the system, there is a bulk upload App, which costs £15 per month. This can be purchased and cancelled after core products have been uploaded. We also offer professional services to upload everything for the customer- for which we provide a quote on request. This is based on how the data is stored and the complexity and volume of the data

During the implementation period, the customer can get in touch with Eposnow for support on 0800 2 945 945.

Support is available 24/7 if a premium support agreement is held.

Standard support hours are 09.00-18.00 Monday-Friday and 09.00-17.00 Saturday.