Driving footfall: Making a store a destination

Q&A with… Fiona Dowd, CEO, Ireland and UK, SelfPay

Q: Can you provide an overview of your company’s history and its journey?

A: SelfPay Ltd, an Irish company established in 2021 as a subsidiary, provides a cutting-edge payment solution through self-service payment stations.

SelfPay currently operates the most extensive self-service payment solution network in Europe offering various payment services, with millions of customers served annually through more than 10,000 available payment stations, over 200 available payment services and over €1 billion of processed payments expected in 2023.

Currently operational in Ireland, France and Romania, with a plan to expand operations in Spain Italy and USA, the company focuses option to on financial inclusion providing its customers a physical pay their bills, taxes and many other services.

Q: How would you describe your target customer base?

A: Unbanked, underbanked and those who are looking for an easyto-use, simple and safe way of paying for different services as an alternative to the online channel, are the ones using our solution most often.

Strategically positioned in high-footfall retail and shopping centers, convenience stores, and gas stations, SelfPay’s payment stations ensure quick, secure and hassle-free transactions for customers.

The easy-to-use payment stations are suitable for any customer; the user-friendly menu makes it easy to find the service that the customer wants to pay for. People who use SafePay’s service range from 18 to 75+ years old, regardless of social category, and are looking for a secure and reliable payment option where they can easily receive the receipt confirming the payment was made

Q: In the battle for consumer’s spend, retailers need to make sure they are a ‘destination’ for certain goods and services; how can they increase loyalty?

A: Self-service has become the de facto way for consumers to make payments in most industries. Harvard Business Review* research showed that across industries “81% of customers attempt to take care of matters themselves before reaching out to a live representative.”

By providing an accessible, secure, and user-friendly payment system, SelfPay empowers retailers to not only attract new customers but also foster loyalty among existing ones.

Investing in customer service is an undeniable way to secure a competitive edge in the market. Today’s customers expect more from physical stores, and our self-service payment solution can provide the kind of consumer experience that prompts shopper loyalty We strive to improve convenience and efficiency, ensuring that the customer journey is always a positive experience.

At SelfPay, we achieve this by providing a user-friendly front end that enables fast, uncomplicated, and secure transactions. Our commitment to building a strong brand image that resonates with customers is evident through our collaborations with trusted partners and our consistent message

Also, SelfPay increases store efficiencies, reduced staff costs and increased accuracy Our payment stations help to serve customers faster, handle large queues, reduce wait times and provide added security to the user and retailers. Additionally, retailers can add revenue streams to their business while offering extra services and increasing sales.

Q: Can you discuss any expansion plans or new ventures your company is currently pursuing?

A: We recently announced a number of partnerships with Payzone, Eezi/ Flash and E-pay to provide all of their content through our selfservice payment stations – this means that for the first time, customers can complete in self-service mode many transactions like pay bills, top up their phones, buy vouchers, pay their M50 tolls, buy pre-paid utilities vouchers, and even online cash vouchers anonymously

Also, SelfPay is on a dynamic path for expanding and scaling the business. The operation in Ireland is celebrating one year of trading, our partnerships in France are growing, and we are already looking towards at least two other countries.

*(Source: Harvard Business Review. “Kick-Ass Customer Service”)