Matas is a leading retail chain in Denmark, offering a wide range of health and beauty products in over 265 stores. With 1.9 million customers in the Club Matas loyalty program, Matas is focused on delivering a high-quality omnichannel customer experience and looking for new ways to improve customer interactions to support this goal.
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Matas identified several challenges that traditional POS couldn’t solve. Prolonged waiting times at checkout counters diminished the overall shopping experience, leading to long queues that can be frustrating to customers. Additionally, store staff were confined to counters, limiting their ability to assist customers throughout the store and reducing opportunities to cross-sell and upsell. Furthermore, Matas wanted to provide more personalized guidance to customers, enhancing the overall shopping experience and meeting their expectations more effectively.
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In 2021, Matas adopted Fiftytwo's MPOS solution powered with Softpay's payment app to address these issues. The team worked closely with Matas to customize the MPOS to fit their needs and integrate it with their existing systems. Over time, we can reflect on the benefits this partnership has provided:
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- Enhanced Mobility and Flexibility:
The Softpay solution converted existing Matas Android devices into contactless payment terminals, allowing employees to assist and complete transactions anywhere on the shop floor and reducing queue times. It takes few seconds to accept payment with Softpay, and the digital receipt can be sent to buyer after transaction. - Personalized Customer Guidance:
The mPOS solution enables Matas employees to provide personalized guidance to customers on the store floor. They can now access the full range of over 50,000 items in the Matas online store, helping customers view all products, colors, and options and place online orders if needed. - Improved Customer Experience:
Employees can advise customers and process payments away from the counter, improving the shopping experience with more personalized attention and a smoother process. - Integration with Loyalty Program:
The Softpay solution is integrated with the Club Matas loyalty program. This allows employees to seamlessly apply loyalty benefits and points during transactions, providing loyalty program members with a more rewarding shopping experience.
About Softpay Solution
The Softpay tap-to-pay app turns Android and iOS devices into contactless payment terminals, enabling merchants to accept contactless payments without the need for additional hardware. Softpay ensures secure transactions by meeting PCI DSS and PCI MPoC standards. Its user-friendly interface allows easy integration into daily operations, enabling staff to assist customers efficiently.
Integrating the Fiftytwo MPOS solution powered with Softpay's SoftPOS app has enhanced customer service by reducing checkout times and increasing staff mobility, allowing employees to assist customers throughout the store. Additionally, the seamless integration with Matas's existing systems and loyalty program has provided higher customer satisfaction, as reflected in measurable improvements in satisfaction scores. The increased efficiency and ability to seize new sales opportunities have driven notable sales growth.
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