SCOOTER S COFFEE MOBILE APP REFERENCE GUIDE 1
TABLE OF CONTENTS 1. The Basics 2. Getting Started 3. Customers Enrolling in and Paying on the App 4. Loyalty Program and Rewards 5. Other Questions 6. Auto-Reload 7. How Do I Process a Payment? 8. What About Other Payments? 2
THE BASICS Why is Scooter s Coffee getting a mobile app? In today s ever-changing society, it has become increasingly important to make upgrades to the customer experience. The mobile app will offer us more ways to create meaningful interactions with our customers and ultimately build customer loyalty. What are the main functionalities of the mobile app? Currently, customers have the ability to do the following functions through the Scooter s mobile app: 1. Load gift cards into app 2. Add value to gift cards via credit card 3. Set up auto-reload with credit card 4. Earn loyalty points (Smiley Faces) 5. Receive and utilize offers (coupons) 6. Find nearby Scooter s Coffee locations 7. Review the Scooter s menu 8. Track purchases Will the app feature the order ahead option that allows customers to order from their mobile phone? No, that said, we are always open to exploring options that will help us to deliver even better on our promise for speed of service. We will thoroughly vet any of these options to ensure it makes sense for the Scooter s drive-thru, convenience business model. How can my customers (and I) download the app? iphone users will be able to download the app through the App Store on Tuesday, December 13. Android users will be able to download the app through Google Play on the same day. We will also have a page on our website dedicated to the mobile app, which will link to both stores and also provide a place for app users to login to a rewards site to review their balance, load more money onto gift cards, review offers and check on progress of earned loyalty Smiley Faces. How will the mobile app balance with our brand promise of drinks served Amazingly Fast? With the new scanner, the mobile app seamlessly processes payments just as fast as credit cards. The app will deliver on our promise, as well as provide convenience for customers that prefer to use their phone as a mobile wallet. What about customers who do not have smart phones how will they collect rewards? 80% of all mobile phone users have a smartphone, so it is very likely that a majority of your customers will have the ability to download the app. However, we do not want our nonsmartphone customers to feel isolated. Please tell these customers that there are several ways for them to earn rewards including our e-newsletter, social media contests and promotions and our system-wide direct mail program. Most importantly, please tell these customers that a full-scale loyalty and rewards program is in development and will be released in 2017. 3
OK HOW DO I GET STARTED? 1. Purchase a scanner from Harvest Roasting Those who purchase and install the required scanners from Harvest Roasting by Monday, November 21 st will receive a $150 incentive towards the 2017 Scooter s Coffee Franchise meeting in Arizona. 2. Plug it into your Clover station or the port for your Clover mini. Please note the cord is 7.5 feet long and works best 1 to 3 feet away from phones. Rest assured we have thoroughly tested the length through the drive-thru window. DO NOT hold or handle customers phones this is a liability. 3. Configure with one click of the scanner. Simply plug the scanner into your Clover s USB port and scan the barcode provided in this email. Once the light turns green, this will indicate that your scanner is ready to go. 4. By Friday, December 2, the Scooter s mobile app will be live on your device press the icon, click Sign In and you ll automatically be logged into the system. You are now ready to accept payments, offers and loyalty rewards from the Scooter s mobile app! 1 2 3 4 4
CUSTOMERS USING THE APP AND MAKING PAYMENTS Ok, my customer downloaded the app now what? Your customer will simply need to click the Sign Up button on the home screen. After answering a few basic questions, he/she will be taken to the home screen and ready to go! The app will keep customers logged in, unless there are upgrades to the software. How does a customer get set up to make a purchase using the mobile app? Customers simply need to add a physical gift card to the app. From there, they can load money onto the card, manage the card with auto-reload, collect loyalty points and more! It s simple! See below: 5
What if my customer doesn t have a gift card? Not a problem! Customers can pick up a gift card at the register and load it later on OR you can load an amount onto the card, and they can reload it again or set to auto-reload. So, how does my customer make a payment? Once the gift card is locked and loaded, it s as easy as 1.2.3! 1. Customer goes to pay. 2. Customer presses scan card and uses touch ID or pin number. 3. Barista scans automatically generated QR code. 6
LOYALTY PROGRAM AND REWARDS What is the loyalty program, and how does it work? The loyalty program was specifically created so that customers can easily understand how it works. For every $5 spent, he/she earns a smiley face, and when the customer spends $60, they earn a free medium drink (he/she may also get a small drink with this reward). The customer is able to collect free medium drinks in his or her rewards bank. One smiley per $5 spent Progress bar tracks drinks in rewards bank After $60, customer earns one free medium drink; customers can store to their rewards bank Can customers earn smiley faces with their plastic gift cards? No, currently customers only earn rewards by utilizing the mobile app. However, in the future, customers will be able to earn smiley faces in several ways, including with plastic gift cards. 7
What is the difference between a reward and an offer? Rewards are Smiley Faces that customers earn for paying with their purchase through the gift card in the Scooter s mobile app. Offers are coupons that are pushed from our centralized loyalty system directly to customers What happens if a customer earns the medium drink and wants a small or large? The reward will process for small and medium drinks. It will not work for customers that order a large drink. How often will Scooter s be sending offers through the centralized loyalty platform? We will distribute offers prior to providing notification to you, and we will not be sending them any more than we typically send coupons and direct mail throughout the system. At sign-up, customers will provide their birthdate, so they will receive a coupon on their birthday in the offers section. How do I process a reward or offer in my store? You will process both a reward and offer the same way as you process a payment. See page 11 of this document. After the reward is processed, you will be taken back to the payment screen to complete your transaction. Remember to click Scooter s Mobile App again. Will customers be able to combine offers during mobile app transactions No, just as we do not allow customers to combine coupons, the system will not allow customers to combine offers. 8
OTHER QUESTIONS Can more than one customer have a card loaded on mobile apps at the same time? Yes, that is one of the unique and exciting things about our app! If a customer has a family of 5, they can all load the gift card onto their respective mobile apps and earn rewards and offers separately based on individual frequency of use of the cards. How does the reporting work? Where can I find mobile transactions on Clover? There are a couple ways to check on the progress of your mobile app through Clover. The first is through the app itself, (see #1 below) and the second way is through multilocation under Reconciliation. The mobile app will group beneath Gift Cards, so the best way to track usage is #1. You may go to the discounts section to find the amount of discounts that have come through your mobile app (see #2 below). 1 2 9
AUTO-RELOAD How does the auto-reload functionality work? A customer will set up auto-reload once (see below), and from there, whenever he/she hits the threshold minimum, the card will reload to whatever amount is specified. $15.00 When a customer hits the threshold, does it update immediately? Almost! The auto-reload should happen within minutes of hitting the threshold. What happens if a customer hits $0 during a transaction and he/she has auto-reload? The customer will need to pay with a card, as the auto-reload currently doesn t happen instantaneously. This is common with the program, and by setting a $15 threshold, we can safely avoid a good portion of these issues. 10
HOW DO I PROCESS A PAYMENT? The payment process for the barista is just as easy as the process for the customer. See below for 5 easy steps and check the corresponding pictures to follow along! 1. Touch Pay to reach the standard payment screen. 2. Touch Scooter s Mobile App 3. Screen will read SCAN QR CODE OR ENTER QR CODE. 4. Barista scans QR code (remember not to handle customer s phone). 5. Payment will process and screen will go to standard Payment Successful screen 1 2 3 4 5 11
PAYING AFTER RELOADING A GIFT CARD 1. Attempt to make a payment as usual. Scan the QR code generated by the app or enter the token manually. The app processes the request. If the balance is insufficient, this message appears. If the customer wants to make a reload from the store, click YES. *A recommended reload amount is already there, in this case, it s $18.09. The barista can change the amount 2. When you click yes in the previous state, the Clover directs to the Register app. Here, a ValueLink Gift Card item, of the amount the customer chose to reload, is added to the Order. At this point the customer can pay through cash, credit or any other payment method. 12
3. After paying, the barista will see the following screen. Here, the $18.09 payment was successful and the barista needs to click DONE. 4. Back to the Scooter Mobile Payment App, this Reloading and reattempting payment message appears. However, sometimes the reload and repayment is processed so quickly that the baristas might not see this message at all. Instead, they might immediately see state #5. 5. Here, the customer has reloaded their account and paid for their purchase through the mobile app. As shown here, GIFT_CARD XXXXXXXXX5127 is the payment made through the app. At this point, the barista needs to click DONE and the whole process is complete. Note: The order will always be closed with $0.00 for a Scooter s Mobile App payment. This is normal behavior. The customer s account will reflect this transaction: Starting Balance + Reload Amount - Purchase amount = Final Remaining Balance 13
PAY EXISTING BALANCE WITHOUT RELOADING CARD 1. Attempt to make a payment as usual. Scan the QR code generated by the app or enter the token manually. The app processes the request. If the balance is insufficient, this message appears. If the customer does not want to reload and instead pay with their existing balance, click NO. The app then processes the transaction with a message saying Processing transaction.... 2. Upon processing the transaction, Clover directs you to the Register app. The customer paid what they had on their gift card which was $10. The purchase total is $16.04. So, in this example, the remaining cost is $16.04 - $10.00 = $6.04. The remaining amount can be paid for by cash, credit or any other payment method. 3. In this example, the remaining $6.04 was paid for with cash. At this point, the barista needs to click DONE and the whole process is complete. 14