Meeting EMV Requirements in the Hospitality Industry

Half of credit card fraud happens in the United States, often as a  direct result of magnetic-stripe cards that are easy to counterfeit or steal data from. 2015 was the year when forces combined to demand a transition away from magnetic-stripe cards to cards equipped with EMV technology (“Europay, MasterCard, Visa). These cards come with a small computer chip that drastically increases security. As of October 2015, businesses that don’t have an EMV processing device could be held liable for fraudulent card transactions originating from their business. Few industries are unaffected by this liability shift, and as a result there has been a scramble to work with payment solution providers like POSDATA to ensure large-scale EMV transitions are handled professionally and efficiently.

Case Study: The Problem

In the hospitality industry, every business decision centers on providing first-class, personalized service to every guest. Part of this first-class service is ensuring the security of all guests. In October of 2014, a major provider of hospitality property management software systems realized they would need to adapt to the heightened EMV requirements to ensure the users of their software (hotels & spas) were keeping their guests’ payment information secure. The provider began with a full review of the payment systems that interacted with the technologies they provided to their clients. The review revealed numerous improvements that would need to be made in the systems they installed at hotels and spas nationwide. Unlike a small business that could quickly replace just a few aging POS systems, the provider was looking at a large-scale upgrade for nearly 2000 different properties.

The provider first turned to Ingenico for assistance in the migration to EMV-compatible systems. Ingenico advised them that a third party payment solution specialist would be critical in overseeing the successful configuration and deployment of such a high quantity of terminals. They recommended POSDATA as their third party solutions provider because of a history of excellence in being knowledgeable, consultative and perfective in the rollout and ongoing management of payment technologies.

Case Study: The Solution

It was critical the new payment terminals being deployed to the locations were standardized company-wide and pre-configured to operate perfectly right out of the box. POSDATA provided custom-configuration, staging and deployment of the terminals straight from their Louisville, Kentucky headquarters. Each device was loaded with the point-to-point keys and the pin encryption key. The appropriate cable and power supplies were combined with the solution and shipped to each individual destination.

Equally important, POSDATA offered ongoing managed services for these end users. Now whenever a property needs to purchase new devices or repair their existing payment terminals, they can call POSDATA directly to handle everything. POSDATA is able to recommend the ideal combination of payment technologies for each location, all while ensuring all EMV requirements are taken in account and built into the final solution.

As a longstanding leader in the payment services industry, POSDATA has evolved over the years to be able to easily accommodate both high and low-volume requests of our clients. We are proud of our ability to manage so many moving pieces and keep our clients happy and secure.

The preceding article is available as a printable case study. Access it here.

On-Site or Depot Services? Both May Be The Right Choice

When selecting the type of service that best fits your repair needs, often the question arises, onsite or depot? Both may be the right answer for your company.

In the past, onsite services have typically been viewed as a costly option. However, in the right situations the service can be very affordable, especially when compared to the cost of downtime for your company.  You also need to consider the costs, often overlooked, of lost productivity and cost effectiveness.

 Maintenance Options – Onsite vs. Depot

Questions to ask for determining type of service Onsite Depot
Is the equipment running your business critical applications, i.e., web site or billing system? X
Do you only have a quantity of 1 of this system or device with no viable back-up at that particular location? X
Do you have redundancy in place for the system or device? X X
Can the device be easily swapped and installed by one of your employees? X
Is the location near a major city or located within a major city? X X
Is the location in a rural area? X X
Can the device be “down” for a day or two? X
What is the weight of the equipment? X X

Mission Critical

Onsite services are almost always recommended for mission critical devices.  Those devices will vary by customer and type of business, but almost every business will have devices that are considered mission critical and need to be repaired the same day.

 Depot Service Options

Depot services offer quick and reliable response, and are not as expensive as onsite services.  Non-critical equipment might be covered by a repair and return service, if the equipment can be down for days or utilize the option of next day replacement shipped from the depot facility to your location.

 Understanding the difference

When evaluating your service needs, it is best to understand the differences between onsite and depot services.  You need to read the fine print; same day or next day onsite service does not always mean same day or next day repair.  Depot services will provide a unit, already repaired and tested.  Onsite typically travels with some parts, or parts as designated by the type of failure you report.

Combining the Service Options

You may determine, based upon the geographic location, that a combination of the service for a particular device is your best option.  If the location is not near a major city, onsite services may cost more and not guarantee a repair, but depot services may be a better fit with an advance exchange option.  With POSDATA’s advance exchange option you know you’ll have a working replacement device arrive at the specified location the next business day ready for use right out of the box. 

 POSDATA Onsite and Depot Services plans offer the following:

  • Trained technicians.  They know the equipment and have been trained to meet and/or exceed Original Equipment Manufacturers (OEM’s) specifications.
  • Preventative maintenance.  This service can be incorporated with several different types of equipment in ensure a longer service life.
  • Locally stocked parts.  For equipment under a maintenance contract, parts will be stocked locally to facilitate repairs, whether Onsite or Depot service is selected.
  • Tailored solution. Service level plans designed to meet your specific needs, not a cookie cutter solution.
  • You can select from several service offerings, same day/next day/monthly maintenance/time and materials, etc.
  • A wide variety of equipment is covered, pc’s, printers, monitors, point-of-sale equipment (including key injection services at our depot facility), networking, payment terminals, etc.
  • Warranty support, or extended warranty programs.
  • IMAC (installs, moves, adds, changes).
  • Hot swap programs
  • Imaging and configurations.
  • Technology upgrades.
  • and many more…

If you have concerns about whether your company’s equipment is properly covered, or if you just want to see if there are ways to save money, please contact us today.  We will be happy to assist you in the evaluation and determine your maintenance needs; where you might be vulnerable; or where you have overlap and can save money.

POSDATA Announces New Customer Support Services

POSDATA is pleased to announce that, effective immediately, we are offering customer support for all customers who purchase or develop software utilizing integrated terminals. Support includes configuration, troubleshooting and ongoing maintainance and is offered via annual support contracts, hourly programs, and other customized agreements.

According to Mr. William McCubbins, EVP Payment Sales and Services,

“POSDATA has always prided itself on being more than a simple ‘box seller’. The world of integrated payments is very complex and requires a great deal of knowledge from those who sell the products. I am very pleased that POSDATA can expand our value added services to include technical support for the product we sell.”


Outsourcing Managed Services for Mobile Devices

Proactive, Preventative Approach

Now that we can do work virtually anywhere at any time, what happens when the mobile devices that enable us to work remotely don’t work?

More and more, today’s businesses are deploying mobile devices to operate efficiently and to compete effectively. But as reliance on the mobile equipment and communication grows, the resources to support an increasingly remote environment may not. Technical resources are becoming scarce, and can be quickly overwhelmed with the day-to-day responsibilities of keeping the infrastructure, that the business depends on, up and running. The situation magnifies when you take into account personnel with mobile devices communicating from multiple locations and time zones.

Outsourcing Managed Services provides a cost effective end-to-end management solution to assist mobile workers and keep their devices operational, regardless of the vendor or manufacturer.

Managed Services Providers act as an extension of the IT department, taking care of routine monitoring and management of the mobile devices around the clock, thereby freeing up your IT staff to focus on higher-value projects. A proactive Managed Services Provider can avoid many technology problems in the first place and when issues do occur, can troubleshoot and resolve it more efficiently. Today’s innovators are successfully using remote access tools, which allow IT technicians to attach and control remote devices connected to the internet. Solid Helpdesk technicians value the “hands-on” remote support and learn to rely on it to adequately detect and solve most problems the user encounters.

The main component of the Managed Service is its Helpdesk Support. The Helpdesk is customized to meet your specific device management requirements, provides person-to-person problem resolution by telephone, while utilizing specialized tools for remote triage. Designed to get your team back to work as soon as possible, the personalized Helpdesk support addresses the technical issues and the employee’s frustration over their technology derailment.

Additional services offered and generally outsourced include:

  • Mobile device procurement
  • Wireless service activation
  • Configuration of mobile devices with customized profiles
  • Security for protection of corporate assets
  • Application and data migrations
  • Repair and loaner devices
  • Help Desk Support with instructions and data recovery

Features and Benefits derived from outsourced Managed Services include:

  • Expert management and control of mobile devices
  • Simplified processes for fault resolution
  • Minimal end-user involvement
  • Higher percentage of first touch resolution
  • Faster return to full operability
  • Seamless software rollout and version control
  • Increased operational efficiency
  • Less devices sent out for unnecessary repair
  • Reduction in shipping and transport logistics
  • Increased user satisfaction

POSDATA, a service partner you can trust.

A partner who has the services you need, when you need them. POSDATA does not use a cookie cutter approach to your company’s service needs; we customize our services to suit your unique situation. You won’t have to worry about paying for a service you don’t need or having to pay extra for an additional service — it will all be bundled in with your custom service package. Each project can be unique in scope and approach. Contact our service and logistics experts today to begin saving time and money on all your service and logistics.

POSDATA is the right choice for your service partner.

Contact us today to learn more about POSDATA’s Managed Services