Let’s be honest, most merchants still have to jump through hoops just to request extra services from their payment provider. They’re stuck making phone calls, sending emails, or logging into separate portals. It’s slow, it eats up support team time, and honestly, it just frustrates everyone involved.
Our client – a FinTech platform with a big focus on merchant services – wanted to fix this. They set out to give merchants what they really need: a way to get new services right from the point-of-sale system, no extra steps or support calls required.
So, that’s exactly what we built. We created an interface inside the POS that lets merchants browse and request new services directly from their device. No more bouncing between platforms or waiting on a support rep to respond. This shift relieved support teams from tons of repetitive requests and made it way faster for merchants to get what they need.
Here’s what we were up against:
Before the new interface, merchants had to call or email every time they wanted a change. Requests would get lost, sent to the wrong teams, or come through missing key info – so things dragged on. Support teams were swamped with simple questions, and merchants had no way to track where their requests stood.
As our client’s merchant base grew, these problems just got bigger. Costs went up, onboarding slowed down, and everyone was left waiting around.
What did we do? We built a self-service interface right into the POS.
Here’s how it works:
– Merchants can check out a catalog of available services—hardware upgrades, new payment features, reporting tools, or account changes—right from their POS.
– Every request follows a guided process, so all the info gets captured up front. That means less back-and-forth and fewer dropped balls.
– Merchants submit requests instantly and see real-time status updates, so they always know what’s happening.
– The whole system is secure and built to handle thousands of merchant devices without breaking a sweat.
This new approach made a real difference. Merchants started requesting services faster, and the routine questions that used to overwhelm support teams dropped off. Support got to spend more time on the tricky stuff instead of repeating themselves all day.
Service activation sped up because requests came in complete and properly sorted. Merchants saw exactly what was available and where their requests stood, so they stuck around longer and used more of the platform’s features.
The bottom line? Fewer support tickets, faster service onboarding, better self-service tools for merchants, lower costs for the provider, and happier merchants who are more likely to stay.
What we learned here is simple: Self-service tools take pressure off support. Embedding these tools into the POS makes them actually get used. If you structure requests well, everything moves faster on the backend. And for FinTech platforms, making it easy for merchants to do more on their own really pays off.
Bringing service requests into the POS changed the game for both merchants and providers. It turned a clunky, manual process into something smooth and scalable – proof that smart FinTech design can make a routine headache disappear.