1What is QueueCheetah?
The QueueCheetah application allows shoppers in a store to scan barcodes of meal deals so that they can grab their lunch, scan, pay and leave the store. See 'Features & Benefits' for more information
2What are the trends behind it?
Mobile self-scanning allows the retailer reduced overhead and the ability to influence the consumer when in the process of buying, whilst at the same time offering consumers convenience. Nielsen also carried out research across 60 countries with 30,000 consumers in 2015 which said 70% would be willing to give it a try when it was available. Consumers use their phone when shopping in a store: 84% of smartphone shoppers use their smartphone in-store as a shopping assistant; Consumers hate queuing at checkout : 66% of customers at least once walked away because of long queues at checkout So the QueueCheetah application leverages the phone as a tool to offer a seamless experience to shoppers and improve conversion for the merchant.
3What type of merchants would be interested in this solution?
We have aimed QueueCheetah at Convenience Stores, Petrol/Gas Stations and any other outlet where speed of service or reductions in queuing times are vital. Initially we are looking at the meal deals sold at lunchtimes and potentially the pre packaged evening meals.
4What is the QueueCheetah value proposition for the merchant?
Reduction in costs – savings potentially passed on in price discounts Increase in customer satisfaction Increase small number of items being purchased Increase through-put at busy times Staff allocation to Sampling, Customer Support, Stock Replenishment All of the above are valid on their own but the main issues facing convenience stores in built up areas is the large amount of choice of retailers shoppers have for their lunch. The Stores with the biggest queues will lose out on customers and will not be able to influence them whilst in the store. Whereas QueueCheetah can do both.
5Who are the shoppers we are targeting and what is the QueueCheetah value proposition for them?
There are two main shoppers we are looking for : Busy Office and Factory Workers in busy towns or out of town office developments. Millennials and early adopters who are interested in technology and using their phones as an extension of their lives. These are people who are short on time and want convenience now. No more queues at lunchtime is music to their ears and they will not be put off by seeing big queues if they can skip them.
Research suggests this takes an average of 41 seconds per person. In addition, each item to be scanned take about 3 seconds. Then if the shopper gets in a line behind four people who each have an average of 20 items, the waiting time could be nearly seven minutes. Self checkouts have been the current answer to these problems but consumers have expressed checkout anxiety at the thought of hearing that another unexpected item is in the bagging area message. The costs to install and maintain these machines are costly and they take up valuable space.
7The consumer is changing
Consumers are now expecting fast and efficient service. Millennials are particularly interested in using technology in their day to day lives. They see progressive retailers as the people they want to spend their money with and also they are willing to pay more for convenience.
1If there is no WiFi or Connection available, does the product still work?
As product information and pricing has to be pulled-out of a database, the user needs access to the internet. There is no offline mode available, yet.
2How the security is managed?
There is a QueueCheetah Security App which can be used by the staff member on their own phone or a tablet (IOS or Android) Member of staff can scan the users phone on the order as it creates a QR code This verifies the products and whether paid or not The merchant does not need to do the check if they don’t want to It could be that security cameras can be mentioned so that will put people off being dishonest
3What about special local promotions and pricing?
Using geolocation, the app knows in which store the user is and is also able to pull the local prices and promotions out of the correct database.
4What about adults-only products? (Examples: tobacco, alcohol…)
We cannot sell these products in QueueCheetah at this time.
1Can my merchant integrate this product into his existing app?
For the pilot phase we suggest to have a separate native app. For the rollout a clean integration into an already existing merchant app via a SDK will be available.
2What is needed to integrate the product in-store?
This is a light Software as a Service Product (SaaS) Therefore there is no integration to the merchant. The merchant can easily upload products into QueueCheetah and get a daily download of sales made from QueueCheetah. This can then be loaded into the merchant ERP. This is the responsibility of the merchant.
3What does the consumer need to do to use the app?
After downloading the app (available on iOS or Android), we ask for E-Mail-Address and phone-number as well as for setting up a password. For payment matters, we ask for the payment method details to be enrolled within the app.
4Does the consumer get a receipt after he purchased something?
Yes, the consumer always gets an electronic receipt. This receipt is found within the App and can be printed by the consumer.
5What if a bar-code is missing?
The consumer scans the bar-code printed on the goods. If certain products have no bar-code they cannot be added by the customer. The system creates a QR code for all items and if a merchant does not have a bar-code for an item they can set up a QR code in the system.
6Can the consumer modify the products he scanned already?
The consumer may check and vary the items in his digital basket at any point of the purchase process. He/she can also check the total of the basket at any time.
1How the payment works?
The merchant can choose to make the payment only within the app (Card Not Present transaction)..
2When the consumer can enrol the payment method?
The consumer will have the possibility to enrol the payment method when signing in the first time in the app or during the first transaction.
3What integration is available online?
The app supports Ingenico Connect and the Ogone gateway in the UK.
4What payment methods are available for In-App-Payment?
The merchant will need to get a CNP MID from their existing acquirer.
5How does it work from a contract point of view?
The merchant will sign a contract with MUUME for a licence for QueueCheetah (pricing below) and will need to sign a contract with Ingenico for the Ogone Gateway and will need a new CNP MID from their acquirer.
6Who will be the point of contact for the retailer?
The merchant will be the first line of contact. Most likely on the shop floor. Afterwards it will be MUUME with a contact email address/number. If it is a payment related question this would then be sent to Ingenico.
7How the authentication process works, especially when I pay online? (3DS)
The merchant can enable 3D Secure in order to get the liability shift. However, we advise to withdraw it for this QueueCheetah case as it can impact the consumer experience and the normal payment will be below £5.
8Where the merchant can see the reporting of the transactions?
The merchant can see the reporting of the transactions in the Ogone Gateway and also within the QueueCheetah Merchant Portal.
9What are the costs for the consumer?
There is no costs for the consumer.