Embed, a leading worldwide supplier of point-of-sale and revenue management systems, will showcase another industry first at this year’s IAAPA Expo in Orlando, as it continues to lead FECs towards transformative growth.
Embed is solidifying its position in the Membership Economy, where customers are more than just partners and friends, but are members of a collective of fellow trailblazers known as the Embed Family – made up of the best of the best FECs that built the industry to what it is today.
“We put the customer at the very center of everything we do and how we do it; it informs every strategic and operating decision we make, championing our customers’ success,” says Renee Welsh, CEO at Embed.
“We’re so far beyond the narrative that our solution pays for itself; we’re focused on the transformative growth that Embed enables. Forget double-digit growth, we’re talking triple-digit growth and more – greater revenue, profit, and zero manpower. Currently, there’s no proactive and structured Customer Success activity within the industry, and Embed believes there’s no greater testament to a company’s customer-centricity than its willingness to hire an entire team with the single-minded aim of helping its customers succeed.”
Blooloop caught up with Renee Welsh to find out more about this latest Embed innovation:
Sara Paz, CMO at Embed and Success Squad transformation guru, adds:
“This is why we formed the Embed Success Squad – a dedicated team of consultants, champions, and trainers – a mix of growth gurus, SaaS experts, and payment specialists, who will bring their individual expertise to our customers so they can maximise their Embed system to drive transformative growth. Our aim is more than a game-changer, it’s a life-changer!”
The Success Squad
The objective of the Embed Success Squad is to elevate the Embed family by providing high-value, cost-free benefits to Embed clients.
These benefits include the following: exclusive access to Embed’s time-limited promotions, such as free STATS for three months and free Mobile Wallet for a year; cloud technology advice from its SaaS experts; best practices shared by the largest FECs in the industry to learn how they succeed; free payment gateway cost-savings analysis from the resident payment gateway guru, who recently helped an Embed customer save $500K by changing their payment gateway; free printed promotional creative kits to encourage consumer adoption of Mobile Wallet; and a selection of customised training experiences, such as 1:1 training or DIY online training through the Embed Help Centre.
Embed GoTrain
In addition, the Embed Success Squad is presenting Embed GoTrain, a gamified, in-venue training for FEC operators and staff on how to generate increased Mobile Wallet registrations and sign-ups.
Joshua Chapell, Embed GoTrain conductor, says:
“The Embed Success Squad is excited for customers to take the Embed GoTrain and learn how to accelerate Mobile Wallet consumer uptake so they can experience the dramatic results we’re seeing across the industry for FECs with Mobile Wallet: double the reload value, using the registered customer data to drive return visits which shorten the revisiting cycle, and experience the operational efficiency of customers reloading before they even arrive at the FEC!
“This is what we consider transformative business growth. The Embed GoTrain promises to deliver training that has never been this fun!”
smartTOUCH+ and more
Embed has been introducing industry-firsts at IAAPA since 2019 when it presented the Mobile Wallet.
CTO Andy Welsh says, “When our customer thrives, we thrive; fuelling us to continue driving customer-centric innovations. This year, we’re adding the smarter, faster, and supercharged smartTOUCH+ to our roster of breakthrough innovations. It’s everything our customers love about our current smartTOUCH and more.”
“smartTOUCH+ is supercharged with 512 MB DDR3 RAM, faster with a 528 Mhz processing power, supersized 4 GB storage; from super signal at 23 dBm and build to transmit data at 2.4 and 5 Ghz – so operators can deliver a superior guest experience while encouraging more spend which affects their bottom line.”
Embed’s eSHOP, which was introduced at IAAPA 2022, is back this year with twice the product and components selection, including game cards and staff cards, to speed up the service, purchase, and repair of hardware parts and accessories anytime, anywhere. In addition, it boasts an abundance of fresh features and capabilities, such as a 1Click Payment Link. Exclusive to the Embed family, eSHOP access offers consumers round-the-clock support to aid them in real-time with their login credentials.
“We listened to the feedback from our customers and worked in real time to deliver everything they requested and more! This frees up more time for FECs to focus on their operations to ensure no downtime occurs during operating hours because of missing parts or manual back-and-forth processes, like quotes, quote approvals, and invoices,” says Megan Lim, Embed’s global eCommerce director. “Operators can do it online in a heartbeat in just 3 easy steps: Select. Ship. Pay.”
Customer service
With a 99% Consumer Approval rating, Embed leads the industry in customer support. With the creation of the world-class support and training platform, Embed Help Centre—built on Zendesk for the Embed family—the company has expanded its whole service, care, and training support area.
Enhanced features and functionality, such as MY TICKETS on the main menu, allow customers to view the status of all of their tickets, including support tickets, eSHOP access requests, and Embed GoTrain requests. The Embed Help Centre was introduced at IAAPA 2022. Anyone in the Embed community who has access to the Help Centre can easily access it.
“There’s no ‘set it and forget it;’ having a customer-centric company culture means we continue strengthening the platform with new features and fresh expanded content to enable customers to maximise their system with online training on the Embed Help Centre anytime, anywhere at their own learning pace with over 500 articles (with embedded videos), user guides, and 70+ training videos and tutorials,” says Michael Lopez, CXO at Embed and North America & South America GM.
The Embed team will be exhibiting at IAAPA Expo 2023 in Orlando from 14 – 17 November. To register for the event or to view Embed’s full trade show schedule, click here.
Last month, Embed celebrated the appointment of new global leadership and an expanded team.
