Feeling Fruity is a fast-growing Melbourne-based juice and smoothie franchise. Established in 2001, Feeling Fruity has eight outlets throughout central Melbourne. Some, like the new store on Collins Street in Melbourne CBD, are wholly owned by Feeling Fruity founder Amy Li. Others, such as those in the CBD Target Centre, Docklands, Highpoint, Westfield Doncaster and Southland, are co-owned with franchisees.
Melbourne-based fresh juice franchise Feeling Fruity improves queue times and keeps customers happy with contactless payments and an integrated point of sale system.
Before 2013, Feeling Fruity stores only accepted cash. As drink prices were relatively low and most stores were situated near an ATM, Li didn’t see the need to invest in EFTPOS merchant terminals. She was also concerned that EFTPOS might slow transactions and increase queue times during busy periods.
Over the past year, Li noticed that customers were increasingly asking to use debit and credit cards to conduct small purchases in stores.
“People don’t carry cash as often nowadays,” said Li. “They’ve become used to using cards to pay for everything. We had never seriously considered putting an EFTPOS machine in our kiosks, as it only costs $5 to $6 per drink. But we recently found that without EFTPOS, we were losing customers.”
Li decided to test the water at the newly opened Collins Street outlet. She encouraged the store’s manager, Elaine Wu, to investigate EFTPOS options.
Wu was greeted by Joe Akiki, Branch Manager of the 367 Collins Street branch, who introduced Wu to his Business Banking Specialist, Peter Tek. Tek organised a meeting via the newly established video conferencing facility for the following day with a Sydney-based merchant solutions specialist. This gave Wu the opportunity to explore a range of cost structures and equipment capabilities in depth without having to travel far for expert advice.
“They told me I could contact the specialist over the phone, but I prefer to talk face-to-face,” said Wu. “The video conference was so useful in that respect. It made the whole process really quick and easy.”
This discussion prompted Li and Wu to trial a Commonwealth Bank integrated EFTPOS system at the Collins Street outlet. As transaction speed was a key concern, Feeling Fruity chose a terminal equipped with the Bank’s contactless payment technology. This allowed the store to quickly and easily accept contactless MasterCard® PayPass™ and Visa payWave payments without having to ask customers to enter pin codes.
The video conference and paperless application process between Feeling Fruity and the Bank’s product specialist allowed Wu and Li to get the Collins St store set up with EFTPOS very quickly.
“Elaine arranged the video conference with our Commonwealth Bank Business Banking Specialist in the first week of July,” said Li. “We had the terminals up and running within a week of the video conference.”
Faster transactions, happier customers
The Collins Street outlet is no longer losing customers who want to pay with card rather than cash. Contactless payments have streamlined transactions and improved customer wait times by allowing staff to seamlessly process card payments in peak periods. The new EFTPOS system has also simplified the outlet’s cash handling practices.
“I’m confident that we have made more sales since installing the terminals,” said Wu. “It’s also much easier to reconcile payments at the end of the day. We don’t carry that much cash on the premises anymore.”
Based on this success, Li is currently considering rolling out the EFTPOS system to other Feeling Fruity stores.
Feeling Fruity is also impressed with the level of service offered by the Bank’s staff at the 367 Collins Street branch.
“They came in and taught us how to set it up and use the terminals, and they’ve called us since to check if we had any problems,” said Li. “The Bank staff even ask how the terminals are going when they come down for a smoothie. They’ve been very supportive.”
Plans to expand
Li has plans to open another outlet before the end of the year and hopes to take Feeling Fruity interstate as well.
“We’re really happy with the Commonwealth Bank,” she said. “We’re planning to open a new shop in Werribee, so they’ll help with that. There are also plans to expand interstate and even overseas eventually. I’m confident the Bank will be there to support us as we grow.”