Case study: ATM Solutions – Engen convenience stores
BACKGROUND Engen is one of Africa’s leading energy companies with its highly established fuel brands. The company has a presence in over 20 countries, with approximately 1,500 service stations and 600 convenience stores across sub-Saharan Africa and the Indian Ocean Islands.
Bennie Richardson, one of three active partners who owns and runs Engen Norkem and Engen Foundersview, shares his experience on how their in-store ATMs have increased profits and foot traffic in their business, and how it’s not an option not to have one.
A forecourt convenience store without an ATM just doesn’t cut it in today’s fast-paced world. Besides stopping to refuel, stopping for cash is a core reason people frequent a garage – it’s the go-to place for busy people. You simply park, run in, grab your cash, grab your essential purchases, and can be on your way again. And for so many consumers, cash is still king, especially for small purchases. In addition to accessing cash on the go, consumers are able to purchase value-added services from ATMs such as prepaid airtime and electricity.
Bennie’s main business objective when choosing to install an ATM was to attract new customers to his sites. He insisted on a provider with a proven track record and best practice security standards – which he found in Paycorp’s ATM Solutions. The business operates over 5,000 retail ATMs across Southern Africa and is one of the top 20 independent ATM operators in the world.
Bennie is a loyal, long-standing ATM Solutions customer, but he remembers feeling reassured by ATM Solutions conducting a security and risk assessment, offering advice on the best solutions for the locations, and seamlessly installing the ATMs with free bank branded signage. Free technical support, free spare parts, free consumables, and free wireless communication were also part of the package. And many years later, Bennie continues to receive top-notch technical support and real-time monitoring of his ATMs 7 days a week.
The results speak for themselves. In our ever-changing world, the ATMs at the two Engen sites are consistent performers and solid contributors to profitability in terms of increased foot traffic and in-store cash purchases. The business is also guaranteed additional revenue from the commission made on each ATM transaction. History shows that up to 40% of the cash withdrawn at an in-store ATM is spent inside that store, increasing the benefits to the business owner.
Customer satisfaction levels are high because ATM up-time is consistently greater than 95%, and customers find comfort in the dip card readers on the ATMs which ensure that their card is visible throughout the transaction, leaving no room for the card to be swallowed. In addition to the crucial business benefits, Bennie describes his dedicated customer relationship executive as a trusted advisor who he can call at any time. It’s a winning partnership that continues to stand the test of time.
“Our long-standing relationship with ATM Solutions is built on trust and their commitment to customer service. Our ATMs have boosted our bottom line through increased foot traffic and additional revenue from the commission made on each ATM transaction. Ultimately we’re happy because our customers can access cash in a safe and secure environment.”
Bennie Richardson, Logistics Director, Engen Norkem and Engen Foundersview