Pacamara Boutique Coffee Roasters Improves Customer Service with First Data Wireless Solutions in Singapore



The Client

Pacamara Boutique Coffee Roasters, located at 185 Upper Thomson Road, was started by Will Leow in May 2013. Located at the edge of the busy stretch of Upper Thomson, with a proper dine-in space, the restaurant serves more than coffee and desserts now. They have breakfast, lunch and dinner menus too.

The Challenge

As Pacamara is a favourite among café-goers, its customers would typically experience a queue at the counter to order and pay. However, customers were taking too long to pay as the transaction speed at their existing POS terminal was very slow. They had intense peak periods so their ability to reduce queues and offer customers a faster and easier way to pay was critical.

“Keeping up with customer orders and managing payments by card transactions was a challenging task for the cashiers. We needed to have a faster processing time for all our card payments,“ said Will Leow, Founder.

They sought a payment partner that could provide swift and reliable transaction services and prompt customer service when required.

The Solution

Pacamara Boutique Coffee Roasters chose First Data. Will Leow recalled how he first learned about First Data from his Account Manager.

“She called in one day and told us about First Data,” he said. “She actually understood our business and requirements, and it was clear that she wanted to build a relationship with us.”

First Data’s Account Manager analysed Pacamara’s existing payment terminal and determined that Pacamara could increase its efficiency by switching to First Data’s wireless POS terminal, as it uses 3G connectivity to connect to the network which means Pacamara would be getting a faster data transmission and coverage for its business as compared to a dial-up network. In addition, the wireless handheld POS terminal accepts major debit and credit card payments, contactless and mobile payments. As most of Pacamara’s card transactions were below $100 and did not require signature, this would help it to save time for its customers and improve its customer service.

The Results

The company switched to First Data in February 2016 and has enjoyed the benefits of a secure and speedy transaction processing coupled with streamlined back-office reconciliation and improved customer service.

First Data helped Pacamara by promptly understanding its requirements and implementing a solution that helped the business increase its efficiencies. Additionally, Pacamara is now able to accept a wider variety of card types, which has helped the business accept more card transactions than ever before.

First Data’s robust online reporting through its secure web-based portal has enabled Pacamara to access its transaction data in real-time quickly and easily.This increases its efficiency as it can spend more time focusing on its business. The owners of Pacamara have extended their partnership with First Data to their latest quick-serve coffee shop, The Alchemist, at International Plaza in Tanjong Pagar, leveraging wireless POS terminals, as most of their customers are looking for fast payment for their coffee to-go.