POSMan Great Solution to Large POS Networks

Transcription

1 Název aplikace...best for the best POSMan Great Solution to Large POS Networks th (V 1.1, released on 18. August 2006)

2 Remark: This is a confidential document that might be used by the second party only with full respect to general rules used for such documents. Confidential Page 2 of 11

3 Content CONTENT... 3 INTRODUCTION EXECUTIVE SUMMARY STRUCTURED APPROACH TO POSMAN EFFICIENCY EVALUATION BANK ACQUIRING DEPARTMENT CORPORATE BANKING DEPARTMENT TERMINAL MANAGEMENT PROCESSORS SERVICE ORGANIZATIONS LOGISTICS GENERAL FEATURES Confidential Page 3 of 11

4 Introduction The objective of this document is to introduce and present POSMan system as a unique robust solution to large POS network administration and management. It integrates bank acquiring department, processor (authorization host for payment transactions) and service organizations. The integration is realized by full automation of all business processes related to POS network administration. Mainly from that point all major benefits and savings are coming up. The purpose of the document is to describe significant benefits of POSMan in comparison to the traditional approach to POS network administration based on manual control, faxing of documents, using standalone applications for partial automation. We believe that motto Great Solution to Large POS Network Management is really true. Confidential Page 4 of 11

5 1 Executive summary 10 reasons WHY to use POSMan 1. Automation of business processes There is very high level of automation of all business processes associated with large POS network administration (ACQUIRING TERMINAL MANAGEMENT - PROCESSOR SERVICE ORGANIZATION) Benefits: 40 % staff savings on the bank side related to the POS terminal management and administration 2. Electronic form All documents are provided in electronic form; every communication among participants is electronic. The system performs integrity checking, domain controls of key parameters (terminal ID, merchant ID, unique S/N, etc.) Benefits: Strong reduction of telco cost, 60 % improvement of personal performance 3. Real-time system All business processes are modeled by POSMan in real-time. Having SERVICE TERMINAL in place all activities of service organizations (end of service events) are displayed in real-time. Benefits: New quality of POS network administration 4. Online interface There is online interface to bank back-office system, to terminal management systems (in case of heterogeneous POS network), to processor IS. Retyping of merchant data is eliminated; there is common user interface on the top of POS vendor terminal management systems. Benefits: Reduction of labor cost, 30 % improvement of personal performance 5. Automated logistics Automated logistics across the POS network is performed. History of every device is stored in the database and then device can be tracked up. Monitoring of status of every warehouse is available. Benefits: Double performance of people doing this particular job 6. Easy access to data Manager Information System with pre-defined manager reports is available. Benefits: New view for top managers on new decisions 7. Data security High level of data security is implemented. Access to the system is managed via user roles, access rights and user responsibilities. 8. Bidirectional control Bidirectional control of on-time performed steps is available for managers of all involved subjects. Confidential Page 5 of 11

6 9. Openness for merchants System is open for merchants as well. VIP merchants may get access to the system and they can monitor service events etc. There is an optional feature enabling merchants to order electronically paper rolls and other accessories for their terminals. Benefits: Improvement of relationship with customers 10. Flexibility and true system openness POSMan is implemented in very modern SW technology and with service oriented architecture. The customization therefore might be performed in many dimensions. New functions should be implemented in fast and cheap way. It can be run on all major platforms (mainframe, HPUX, AIX, UNIX, and Windows). The system is easily available from any place via internet browser. Benefits: Zero risk of POSMan implementation Confidential Page 6 of 11

7 2 Structured approach to POSMan efficiency evaluation We can structure POSMan efficiency with respect to the subjects involved in the business process of POS network administration into different areas as follows: Bank (acquiring, corporate banking) Terminal Management Processors Service Organizations Logistics General In the picture No. 1 basic processes automated by POSMan are described. Further detailed technical information is to be found in regular POSMan documentation. Acquiring Dispatcher Service Organization Terminal Management Processor Service Center 1 Service Center N Merchant Picture 1: Basic scheme of business processes automated by POSMan Confidential Page 7 of 11

8 3 Bank The most important player in POS Network Administration is bank Acquiring Department. People agree contracts with merchants; plan new purchases of POS terminals, schedule installations in merchant outlets, negotiate contracts and conditions with processor and service organizations. Acquiring Department is main investor in this business. Big merchants and supermarket chains are supported by bank advisors or key account managers as bank key accounts. Are there any new features provided by POSMan? See Acquiring Department Current situation On acquiring department side there is major pack of office paper work and administration. In common situation they have to make ORDERS of INSTALLATION or SERVICE, to fulfill merchant details, terminal setup details, and host system details. Typically it is done manually in Word and then faxed over to the processor and/or service organization. This manual process takes a lot of time and is very expensive and obviously this is performance bottleneck that cause troubles for projects with bigger merchants. There is a high risk behind it, because very easily operator could very easily overlook an important detail and some of parameters could be wrong. The most dangerous mistake is duplicity of merchant ID or terminal ID when money is transferred to wrong account. POSMan approach POSMan fully automates processes in Acquiring Departments. POSMan is intended to be linked into bank client system and used merchant details out of it. Of course, it should be done off-line using the extract from bank client system (basically by security reasons). Operator just clicks on selected merchant and all details are automatically going into the ORDERS. For the key entries POSMan provides domain control, duplicity of key items is avoided. POSMan keeps the list of proved terminal profiles (predefined parameters for terminal management). Selecting a proper profile for particular merchant operator easily defines all parameters for terminal management. Manual work and retyping of information is decreased to zero. The banks that have been using POSMan for certain time recognize savings on the operational cost between 30 and 40 %! POSMan achieves such high level of process automation in Acquiring Departments. 3.2 Corporate Banking Department POSMan approach POSMan helps key account managers in the bank to be informed immediately about all important events - about opened and finished installations and about status of opened and closed on-site services. This feature is very useful in projects as migration to the new POS application, migration to ECR on-line connection etc. POSMan interactive map is a great tool for visualization of events highly appreciated not only by key account managers. Confidential Page 8 of 11

9 4 Terminal Management Current situation POS terminals of any vendor are setup manually via vendor proprietary Terminal Management System. POSMan approach POSMan is independent of any vendor Terminal Management System. It works with logical POS terminal definitions collected in so called PROFILES. PROFILE is a set of parameters that are loaded into the terminal. There are PROFILES defined for particular merchants including allowed transactions as SHOP 1 to SHOP 5, BRANCH 1, HOTEL 1, HOTEL 2 etc. Typically PREAUTHORIZSATION is used only in hotels, CASH ADVANCE is allowed only in bank branches etc. POSMan is intended to be on-line integrated with any particular Terminal Management System and provides common interface to every of them. People in Acquiring Department may cover contract with merchant as well as POS terminal setup (particular Terminal Management System is fully hidden by POSMan) and can order installation or service from their workplace. On the POSMan level a lot of domain controls are performed on data entries. All key parameters are checked for duplicity (terminal ID, merchant ID,). It eliminates very dangerous problems caused by entering of wrong terminal parameters to zero. It is possible to fully hide Terminal Management System by POSMan, because all settings and entire processing are done by POSMan. There are very significant savings on labor costs based on the above-mentioned aspects. Terminal management staff could be dramatically reduced, because of the POSMan sophisticated interface to the vendor terminal management. Domain controls eliminate merchant claims and troubles coming up quite often after the new terminal installations. 5 Processors Current situation Between bank Acquiring and Processor there is obviously off-line document (orders of installations and services) exchanged by faxes or/and s. Operator in Processor office is manually re-entering data from order forms into Terminal Management and is issuing related internal orders to service organization(s). Service protocols about completed installations and services are coming back off-line from service centers via faxes. Processor runs database application the list of terminals with ID s, merchant locations, etc. POSMan approach There is very new feature brought by POSMan online communication between Acquiring and Processor. It means that all business processes among Acquiring, Processor and Terminal Management are fully automated. POSMan is tracking every event during the life cycle of ORDER. All parties watch the queue with ORDERS just seeing the color that is changed immediately with changed status of ORDER. Green color always indicates successful end of processing of every ORDER. Again we recognize significant savings on Processor staff done by business process automation. Online system monitors very well how ORDERS as a part of business process are proceeding from one status to another one. Confidential Page 9 of 11

10 6 Service Organizations Current situation Service Organization typically works with paper documents (ORDERS, PROTOCOLS) and uses s to improve the communication with technicians in the filed. For internal logistics Service Organization runs certain database application keeping the data about service events. POSMan approach One of the very important features of POSMan is automation of Service Organization internal processes including tracking of every single service event (installation, service...). POSMan pre-generates all documents (Installation Protocol, Service Event Protocol, Protocol of Training, Warehouse Report...) with fulfilled data known at the time when ORDER came into Service Center. Technician at the end of service event manually fills in missing items into the Protocol S/N of device, test transactions, time spent on service event and amount of km (miles) he drove to merchant store. Merchant finally signs the protocol. At the end of the route technician enters those missing items from paper Protocol to POSMan electronically. When Hypercom POS terminals Optimum are used there is one more level of automation available. Every Optimum terminal has special function SERVICE enabling to generate Service Protocol automatically from the POS terminal. Terminal is able to read all parameters from his internal memory (including S/N, Terminal ID, Merchant ID,) and generates SERVICE MESSAGE, that is electronically transferred to POSMan. By this way all Service Protocols are done electronically with zero rate of mistake and POSMan displays real-time information about ongoing service events via interactive map. Comparing to the exiting semi manual solutions this is absolutely new way of doing the job. Moreover POSMan supports cooperation with various service organizations. Devices are stored in many warehouses; every service organization keeps several warehouses in many locations. In such a case the ORDERS are going to the dispatcher of selected service organization and everything else goes the same way. POSMan recognizes different service organizations and warehouses and keeps evidence and logistics consistent. One of the optional modules of POSMan is CALL CENTER. CALL CENTER brings more automation and technical support to merchants and service dispatchers. Full integration with POSMan helps operator of CALL CENTER to easily generate order for service - just pressing related buttons on the screen. Again we recognize significant savings on Service Organization staff done by business process automation. Every event is further evaluated by spent time, driven km (miles) and then standard report Performance of Technicians is generated visualizing real performance of every technician. Other statistics (reports) support managers by very useful information on particular failures, frequency of certain failures etc. The real time information on proceeding of service events helps acquiring people to manage relationship with the merchants. 7 Logistics There is provided full evidence based on S/N of devices (bar codes) and owner of the terminal finds out at any moment where the device is (merchant sore, main warehouse, warehouse of service organization, RMA etc.). POSMan views history of all movements of the device (date of purchase, first installation, un-installation, date of service repair, ecological liquidation, etc.). Bank people have online information about amount of available devices and they can plan new purchases accordingly. This information is visible via POSMan interactive screens or reports. Confidential Page 10 of 11

11 8 General features The business processes covering POS network administration and management are automated, every paper work is provided in electronic form excluding service event protocols (by legal point of view people need a paper document with signature of responsible person), but they are easily generated by POSMan and number of items that has to be filled in manually is strongly limited. Moreover, in chapter 5 there is mentioned that Hypercom Optimum terminals are equipped by function SERVICE that automates capturing of even those items into POSMan and really everything is electronic. Call Center as a part of POSMan improves technical support of POS terminals in the field. Statistics generated by Call Center helps top managers to optimize support staffing as well as amount of spare parts. It is auditable system. Every event is logged with user ID and time stamp. Transactions are either preceded or canceled with status CANCELED. Logs are burned on CD and cannot be changed later on. In case of investigation every event can be tracked up and user/operator is identified. Domain checks (semantic control of important input data) eliminate the entry of wrong data into POSMan. This is important added value mainly for bank acquiring department managing large POS network. POSMan is transactional system where all events (orders of installation or service, new terminal setups, service protocols etc.) are handled as transactions. POSMan can be integrated with bank production system (to import data about clients) as well as with terminal management systems of various POS terminal vendors. In this case POSMan provides very beneficial feature - one common interface to different terminal management systems. This is one of the reasons that the level of automation of all related processes is on very high standard and all engaged parties are earning a lot of benefits mainly by dramatic cutting off the operational cost (by saving a labor cost). POSMan has been developed by using of framework AFOS (Advanced Front-office System). AFOS has been designed as general front-end system for banking applications. There are included transaction engine, predefined service processes (service oriented architecture), report generator, and it has a tool for very fast generation of user interactive screens with optional domain control for selected fields. POSMan and AFOS are created within development technology AppBuilder - the product of American company BluePhoenix Solutions. AppBuilder is one of the most productive and complex development technologies enabling to generate final applications for all existing platforms (mainframes, UNIX systems, Windows, all major databases etc.). Therefore customization of POSMan has practically got no limits. Confidential Page 11 of 11