May 22, 2015

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Meet The Team: Steve Appleget

Steve Appleget is celebrating 25 years with Copperstate Restaurant Technologies and so we wanted to give him a special shout-out on our blog this month! Steve, we cannot thank you enough for your tireless service to our team and our customers!

Here’s 5 things about Steve we wanted to share!

What is your favorite part of your job?
Taking hardware apart and putting back together and having it work the it’s suppose to.

What is a typical day for you?
Going to customer’s site and fixing their hardware and sometimes software problems, and/or working on equipment in the office.

Why do you like working with Copperstate Customers?
Generally they are delighted that I was able to fix the problem they were experiencing .

What are your future goals with the company?
Continue to repair hardware and become more familiar  with the new systems that we sell and install.

What is one skill you want to learn to enhance your job?
Become more knowledgeable with MobleBytes POS

April 15, 2015

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EMV Technology: What You Need To Know

EMV TechnologyWith the October rollout of EMV Technology for retailers and merchants much has been publicized about compliance and the shift of liability on to retailers for accepting fraudulent cards instead of the card issuers themselves. The most important thing to note–after October 15 the liability will shift to the merchant if fraud takes place at your establishment. However, two important pieces must be considered–1) you are liable if you do not upgrade your hardware to EMV compatible technology AND 2) you are liable if the fraudster uses a stolen card that has an EMV chip and you process it via the swipe method.

So what does that mean? Well it’s going to take a long time for EMV cards to roll out nationwide from card issuers. In fact, estimates say it could be well into 2018 before 96% of cards are EMV compatible. So from that respect, you have some time to get compatible. And also, remember that small restaurants are usually not hot beds of fraudulent activities by crooks. So though it it possible for someone to use a stolen card at your restaurant, and eventually you will bear the liability, it may not be for thousands of dollars. However, if it happened frequently the dollars could indeed add up, so it is well worth it to spend a few hundred dollars to upgrade your hardware to EMV technology.

American Express is offering merchants $100 gift cards right now to get them motivated to upgrade their systems. More details about that promotion by clicking here.

Need more information on this topic? Give us a call–we are happy to walk you through the ins and outs and answer any questions you might have about EMV technology and how it might affect your small business.

April 7, 2015

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Customer Service Separates Us From the Pack

It warms our hearts and souls when we get positive feedback from our clients. We take customer service incredibly seriously and so when a compliment is paid, we like to share it! Not all POS System companies in Phoenix are created equal.

Front of the House Manager, Sean from Black Bart’s Steakhouse said, “I’d like to thank you and your team at Copperstate for a great product and phenomenal customer service. Having a POS in house has made a lot of things smoother. My serving team has adjusted very well to the new system, even those who were working with hand written tickets for years. It has also made my job easier with tracking sales for both servers and items.”

It was our pleasure to serve you and your team Sean! Looking for this level of happiness? Contact us today to upgrade your current system or learn more about what we offer.

March 25, 2015

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MobileBytes - Restaurant POS

MobileBytes: Waitlist Management and CRM Tool, Fully Integrated POS

MobileBytes is a mobile POS solution that finally addresses many special needs within the restaurant environment.  POS has traditionally only covered operational procedures for POS functionality, but MobileBytes understands the need to add in functions like a fully integrated loyalty program, online ordering and waitlist management with guest notification. 

We have all been to or worked at a restaurant that used a traditional pager system.  Guest would come to the host stand, they would be put on a waitlist and then handed a pager. 

First off, pagers get banged up and aren’t exactly “hygienic,”  plus they require a significant investment up front and aren’t cheap to replace when they’re damaged or stop working. 

More recently, an abundance of apps have flooded the market that can manage a waitlist and then text the guest to their smartphone when a table is ready. These apps have been a welcome advancement, but now imagine a technology that is fully integrated and a part of your POS system. 

With MobileBytes, restaurants have an iPad terminal at the host stand with the waitlist and the table map. When a new guest arrives, the guests’ name and cell number are taken along with party size and then they’re given an estimated wait time.  The system texts them that they are on the waitlist and their anticipated wait time. 

Meanwhile, the names on the list are available and employees can see exactly how long they have been waiting.  So, when Mr. Jones comes up and says, “I’ve been waiting 30 minutes” the host can see in the system they’ve only been waiting ten minutes.

Once their table is ready, a host can simply tap the name on the iPad and hit send. From there they receive a text to come to the host stand.  The host then picks up that name on the waitlist and drags it on the screen to the table where they will be assigned.  That way, then when the server picks up the table that they have been assigned, they already know the guest’s name and can address them personally. 

From there, MobileBytes offers the opportunity to continue to build out that customer profile, keeping guest notes and order history.  It’s a terrific way to keep loyal customers coming back!

Want more info? Contact us today 480-603-3020.

March 3, 2015

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Restaurant Loyalty Program Evolution

(originally published on the PosiQ blog)

For years, marketers and restauranteurs alike have been searching for ways to create a loyalty experience that is as engaging as it is effective. The first stage in the evolution of loyalty platforms came in the form of punch cards, glorified business cards that were typically stamped or hole-punched to denote how many times a guest had visited a business. After a certain number of visits, they would receive some type of reward. However, as this type of loyalty system caught on, more and more businesses began to use it and as with all things popular, the novelty of the punch card began to run dry.

Most importantly, there was no way to track whether or not these cards were driving in more customers.

In turn, the next phase in the evolution of loyalty platforms came to life in the form of digital punch cards. This form got rid of the clutter and consolidated each restaurant’s businesses into one, uniform card.

While this was great in theory, the results were relatively the same. The novelty of all card-based loyalty platforms had almost completely diminished. Customers weren’t rushing back to fill up their cards because the rewards weren’t creative or engaging enough.

So, this brings us to the fundamental question of: “why do restaurants implement a loyalty system?” In the most basic sense, a loyalty system should reward a loyal customer with something they’ll want to come back and redeem. These rewards should be significant and personal.

A vegetarian does not want a free steak.

In summary – the most effective rewards are the also most personal.

This is where small businesses have the advantage over larger chains. The customer should feel like they have a deeper, more intimate relationship with their favorite restaurant. They don’t want to feel like another number.

A loyalty system should be able to leverage customer-purchasing data to create personal rewards to strengthen the bond with their customers.

PosiqCRM’s integrated loyalty system uses data in the POS system so that tastes, patterns & behavior collected from each customer can be used to create special rewards and offers for the most loyal customers. Furthermore, our system does not make use of punch or digital cards. Rather, they use the power of mobile phones to communicate on a one-to-one basis with customers.

To learn more about how to integrate this unique rewards program directly into your POS system, contact us today!!

February 9, 2015

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Part 2, More Fraud Prevention Tips for POS

A continuance of our tips from last week from Mercury:

  • Merchants should attempt to swipe every card through a POS terminal. If the terminal cannot read the card, merchants should take a manual imprint of the card. When using a manual imprinter, merchants should check the draft for a clear impression of the card to ensure that they have captured the embossed card account number. Merchants should also complete the draft with the date, description of merchandise/service, sales tax, total dollar amount and authorization number, and get a signature.
  •  Merchants should never allow customers to tell them how to “get the transaction to go through” (for example, by doing a ticket only transaction without getting an authorization). This will result in a chargeback, and these customers will have “stolen” or obtained items for free.
  • Merchants must obtain customers’ signatures. The signature on the draft must match the signature on the back of the card.
  • If a customer’s card is unsigned, merchants should request another form of identification with a photo and signature. Merchants should request that the customers sign their cards and then compare the two signatures. If customers refuse to sign, merchants should inform them that they are unable to accept an unsigned card for payment and then request another form of payment. The card association rules dictate that card acceptors must not complete the transactions if cardholders refuse to sign the card. Visa, MasterCard, and Discover’s websites provide materials designed for merchant use and offer tips on what merchants can do to prevent fraud.
  • Use caution when taking an overseas order. Fraudulent transactions that originate overseas are on the rise. Remember that international transactions are high-risk transactions. Know your customer. Properly identify the person with whom you are dealing. Take a second look at what is being ordered and where it is being shipped. Did your customer offer you multiple cards as payment? Is the customer asking for immediate shipment? If so, you may have just detected a fraudulent transaction and saved yourself from taking a loss. There is a tremendous amount of fraud with international transactions, and it is virtually impossible to win the chargeback case. Banks outside the U.S. may not support additional security features like AVS, CVV2, and Verified by Visa. If in doubt, do not hesitate to contact Mercury and we will be happy to assist you.
  • Utilize security functions such as entering the “last four digits” of the card on swiped-card transactions and Address Verification and CVV2 code to discourage use of counterfeit cards. Verified by Visa and MasterCard SecureCode are payment initiatives designed to reduce the risk of unauthorized use of cardholder account by authenticating the cardholder attempting to make a purchase online. Authentication makes internet shopping better and safer for both buyers and sellers by reducing the merchant’s exposure to fraud and frivolous disputes, and protecting the cardholder from fraudulent use of his/ her card. Implementing Verified by Visa shifts liability away from the merchant and onto the card issuer.
  • If you are going to run an unusually large transaction, or if you need to manually key numerous transactions when you usually swipe your credit cards, call ahead to let Mercury know what you are doing. Otherwise, your account may be flagged for unusual and suspicious activity, which may cause your funds to be held.

January 28, 2015

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Patronpath Online Restaurant Ordering: Make it work for you!

Patronpath Online Ordering–a success story

A local Mexican eatery has an impressive track record of strong carry-out sales, making up about 25% of overall business. As part of this owner- operated family business, the owner notes, “We saw things trending in the way of doing more online and we wanted to make ordering online more convenient for the many customers who prefer ordering online versus by phone.”

Armed with the desire to improve business operations and an understanding of how online ordering could bring a new level of convenience to their customers, all they needed was a set of partners to help make it happen.

Micros POS and Patronpath Online Ordering

As their established preferred POS provider, Copperstate Restaurant Technologies guided this client towards Patronpath. “We usually recommend Patronpath to all of our MICROS customers due to its ease of installation and professional appearance.”

According to the client, “We considered adding online ordering to our business for some time before implementing it in the fall of 2013. Our carryout business has always been a significant part of our sales – whether people come in to order takeout or place their order over the phone. However, we saw that people are trending toward doing more things from their computers and smartphones. We want to make ordering online as convenient as possiblefor our customers. We took this opportunity to unify the database across all six of our locations and decided to integrate Patronpath and Micros POS to bring our customers online ordering.” See online ordering in action.