How Customer Feedback Improves Payment Solutions - Kerastars

When the owners of Kerastars Hairdressing salon were looking for a new payment terminal, they discovered Worldline's Early Bird program. In exchange for a new terminal, co-owner Kevo tested several applications under development. His feedback contributed to improved payment solutions for all merchants

For five years, Kevo – short for Kevork – has been running Kerastars Hairdressing in Uccle together with his brother and cousin, a family business where creativity and craftsmanship go hand in hand. Kevo explains: "My brother specializes in sleek and modern men's cuts, my cousin in classic and creative women's hairstyles, and I love original looks and special coloring techniques. This allows us to offer a wide range of styles for every type of customer."

From satisfied customer to Early Bird

Kevo has been working with Worldline since opening his salon. "Our first and until recently only terminal was the wireless and mobile Yoximo. Very user-friendly and flexible to use. I was regularly approached by other providers, but because we were so satisfied with Worldline, there was no reason to choose a different terminal or supplier."

Until a loyal customer who works at Worldline told him about the Early Bird program. As a participant, Kevo qualified for a free upgrade to the newest terminal: the Saturn.

A huge step forward with Saturn

"This new terminal is a real game-changer for me. Via the Worldline portal, I can now keep much more data and look back at our transaction history up to 24 months – previously that was much shorter. Moreover, it supports all modern payment methods, from contactless to Google Pay."

Testing, giving feedback, and helping improve

As an Early Bird, Kevo tested two Worldline smartPOS apps under development: Mini Cashier, an electronic cash register app directly on your terminal, and Pay Now, a renewed payment application that supports all card and QR payment methods. "Installing the apps was very simple. The technician explained everything and I could get started immediately. During testing – a period of about two weeks – I was regularly called to give feedback. My suggestions were really taken to heart, which I found to be enormous added value. For example, in the Pay Now app there were too many zeros after the decimal point, which increased the risk of wrong amounts. Worldline immediately solved that problem. I also suggested reducing the number of clicks to make the app more user-friendly and faster to check out with. That was also adjusted."

Kevo also made a suggestion to optimize the Mini Cashier app: "What's handy about this app is that you can add a price list with pre-registered services, so you don't have to invest in an expensive cash register system. Just click the right button and you immediately get the right price. This saves time at checkout. I suggested also adding a button for a free amount, which is handy for the tips we sometimes receive. That will make usage even more flexible. I'll be able to test it soon."

Discovering new products

For Kevo, the Early Birds program delivers more than just new products: "It's nice to see that your feedback immediately leads to better solutions. Through testing, you discover which new services suit your business, without having to purchase them. I really feel like a partner of Worldline. The quality of the terminals is good and the service is fast. With technical issues, customer service is easily reachable and someone comes immediately to solve your problem." That's also necessary, because in his salon, more and more customers pay with debit card, credit card, or contactless. "Especially for larger amounts above 50 euros. Fast service is therefore important!"

Early Bird Program in a nutshell

• Free access to the latest products and services
• High discounts or even free access to the latest services and products
• The chance to test products before the official launch
• Direct influence on improvements through your feedback
• Fast installation and clear explanation by technical support