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© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
Information contained within this document is confidential and proprietary to Kaarya LLC. No portion of this document
may be reproduced, reused, or otherwise distributed in any form without prior written consent of Kaarya LLC.
Micro Webinar
Kaarma and Online Payments
Presented By: Gaurav Sharma
Moderator: Kevin Farina
About the Presenter
Gaurav Sharma
President & Co-Founder
@ Kaarma
2© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
Background
3© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
● Kaarma will do short and focussed webinars around new
and existing features.
● Series of 20-30 minute webinars.
● You will get a registration link one week in advance.
● Webinar videos will be available to you after the end of
the session.
● Please send us topics you would like covered @
webinars@mykaarma.com
Tips and Ground Rules
4© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
● Use the Panel to the right to ask
questions.
Tips and Ground Rules
5© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
● Use the Panel to the right to ask
questions.
● Type your questions in the
Questions box and click send.
Tips and Ground Rules
6© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
● Use the Panel to the right to ask
questions.
● Type your questions in the
Questions box and click send.
● At the end of the webinar, you will
receive a short poll. Please fill it
out to let us know how we did.
Need More Information or Help?
• Email → support@mykaarma.com
• Call Us → (310) 982-7707
7© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
Need More Information or Help?
• Email → support@mykaarma.com
• Call Us → (310) 982-7707 or Submit a Support Request
8© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
Need More Information or Help?
• Email → support@mykaarma.com
• Call Us → (310) 982-7707 or Submit a Support Request
9© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
Agenda
10© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
● eCommerce and Customers
● Important Attributes of Online Payments Solution
● How Kaarma Mobile/Online Payments Works
● Key Metrics
● Best Practices
● Q&A
eCommerce Sales Continue to grow
11© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
● By 2019, there will be nearly 3.9 billion
global Internet users (more than 51
percent of the world’s population), up
from 2.8 billion in 2014
● Globally, the average fixed broadband
connection speed will increase 2.2-fold,
from 20.3 Mbps in 2014 to 42.5 Mbps by
2019
Sources - Forbes, Custora, InternetRetailer.com
Dealer priorities. Dealers need to invest in data management and customer care
technologies that will make the buying transaction faster, more efficient, less
pressured, and more pleasing to consumers. They must also improve their online
capabilities, like all other retailers, so that the distinction between bricks-and-mortar
and the Web diminishes greatly. In so doing, they must foster a continuous
connection with customers through vehicle life-cycle software and apps to drive
ongoing service and parts sales.
Source - Price Waterhouse Coopers (PwC) Strategy Group
The Most Important Aspects of an Online Solution
12© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
→ Security
● Securely store information for future use
(tokenization)
● Compliant with PCI Standards
● Implementation of tools and technologies to
detect and prevent Online Fraud
→ Convenience
● Giving the customer the option of paying
online or paying in-person
● Allowing someone else (parent…) to pay
● eReceipts
● No need for dealer to change
Processor/Bank
→ Trust
● Setting expectations at the time of write-up;
● Keeping the communication channel open to
allow them to reach the dealer if they have
issues/questions;
● Sending copy of the invoice to the customer
→ Completeness
● Allowing the dealer to take pre-authorizations
for large transactions
● Provide the back-office an integrated view of
all payments (Online and Retail)
13© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
Automatic Payment Requests
● Are setup via an Interface to the DMS.
● When turned on, automatically send out a
Payment request via the customer’s
preferred communication channel (text or
email).
● Can be setup to go out with a delay of 0 to
60 minutes after the RO has entered a
“pre-invoiced” status.
Payment Request - A payment request is communication sent via text message and/or email, which
allows the customer to view the final Invoice and pay for it online or their mobile devices.
A Payment Request can either be Automatic or Manual:
Mobile Payment Concepts
Manual Payment Requests
● Allows you to send payment requests “on-
demand” using pre-defined template.
● Hands-off, automated sending.
● Great for most normal conditions (no
special handling)
● Can be setup with certain
department/laborop exclusions
● Allows you send Payment Requests in
situations where RO is still not available.
● Non-standard conditions, such as the
need to take split payments or charge
warrant Company.
14© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
Demo
● Shows that customers who pay online, spend very
little time in making the payment
Typical Time Spent
Paying Online
1-3 mins
Key Metrics
15© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
● Most customers pay using their mobile devices or
tablets
● Customers pay in equal parts using cellular
networks and WiFi connections
Customers Paying on
Mobile Devices
75.60 %
● Some dealers go as high as 22%
● 38% of customers who are sent Payment Requests end
up opening the link
● 45.6% of customers who open the link end up paying
● Moderate correlation between customers who end up
paying online and amount of communication with Advisor
Customers Paying
Online
7.2 %
Best Practices
16© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
Setup Talk Track
1
Service Advisor: “Thanks for coming to our [Dealership Name].
To make it easy for you to reach me directly, I will be sending you
a text message. May I have your mobile phone number? ”
Customer: “Sure! My number is ###-###-####”
Service Advisor: “Thanks! You should receive a welcome text from
us shortly. Please save the number as our [Dealership Name].
You can communicate with me directly using this number by either
texting or calling me.”
Best Practices
17© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
It is very important that your customer save the Dealership number on
their mobile phone. This will ensure that if they call any time later, the
call gets routed directly to you and keeps your relationship with the
customer intact.
Ensure Customer Saves #
2
Best Practices
18© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
Service Advisor: “When your car is ready, you will receive a
Payment Request email or text, with your detailed invoice and the
work performed.
To speed up checkout and save you time, you will also have the
option of paying online or on your mobile device before showing
up at the dealership.”
Set Clear Expectations
3
Best Practices
19© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
Your dealership is
configured with Email
and Text Templates
for Payment
requests. These
templates are
somewhat
configurable.
Pay attention to Templates
4
Best Practices
20© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
1. Setup delay in sending payment requests to avoid changes to Invoice
2. Setup exclusions
3. Remove automatic sending for certain users who write up Internal
ROs
Setup Auto Payment Requests
5
Best Practices
21© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
1. Check the ID for transactions where Cardholder Name is different
from Customer Name.
2. Recognize that Kaarma has filters which will flag and prevent
suspicious transactions. Do not try and override these:
a. Force a two minute delay when a payment is attempted multiple
times on same card;
b. If too many attempts are made or other suspicious flags are
raised, then the customer will be prevented from paying online.
Prevent Online Payment Fraud
6
22© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
Q & A

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Kaarma Product webinar 4 - kaarma online payments

  • 1. © Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential Information contained within this document is confidential and proprietary to Kaarya LLC. No portion of this document may be reproduced, reused, or otherwise distributed in any form without prior written consent of Kaarya LLC. Micro Webinar Kaarma and Online Payments Presented By: Gaurav Sharma Moderator: Kevin Farina
  • 2. About the Presenter Gaurav Sharma President & Co-Founder @ Kaarma 2© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
  • 3. Background 3© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential ● Kaarma will do short and focussed webinars around new and existing features. ● Series of 20-30 minute webinars. ● You will get a registration link one week in advance. ● Webinar videos will be available to you after the end of the session. ● Please send us topics you would like covered @ webinars@mykaarma.com
  • 4. Tips and Ground Rules 4© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential ● Use the Panel to the right to ask questions.
  • 5. Tips and Ground Rules 5© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential ● Use the Panel to the right to ask questions. ● Type your questions in the Questions box and click send.
  • 6. Tips and Ground Rules 6© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential ● Use the Panel to the right to ask questions. ● Type your questions in the Questions box and click send. ● At the end of the webinar, you will receive a short poll. Please fill it out to let us know how we did.
  • 7. Need More Information or Help? • Email → support@mykaarma.com • Call Us → (310) 982-7707 7© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
  • 8. Need More Information or Help? • Email → support@mykaarma.com • Call Us → (310) 982-7707 or Submit a Support Request 8© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
  • 9. Need More Information or Help? • Email → support@mykaarma.com • Call Us → (310) 982-7707 or Submit a Support Request 9© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential
  • 10. Agenda 10© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential ● eCommerce and Customers ● Important Attributes of Online Payments Solution ● How Kaarma Mobile/Online Payments Works ● Key Metrics ● Best Practices ● Q&A
  • 11. eCommerce Sales Continue to grow 11© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential ● By 2019, there will be nearly 3.9 billion global Internet users (more than 51 percent of the world’s population), up from 2.8 billion in 2014 ● Globally, the average fixed broadband connection speed will increase 2.2-fold, from 20.3 Mbps in 2014 to 42.5 Mbps by 2019 Sources - Forbes, Custora, InternetRetailer.com Dealer priorities. Dealers need to invest in data management and customer care technologies that will make the buying transaction faster, more efficient, less pressured, and more pleasing to consumers. They must also improve their online capabilities, like all other retailers, so that the distinction between bricks-and-mortar and the Web diminishes greatly. In so doing, they must foster a continuous connection with customers through vehicle life-cycle software and apps to drive ongoing service and parts sales. Source - Price Waterhouse Coopers (PwC) Strategy Group
  • 12. The Most Important Aspects of an Online Solution 12© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential → Security ● Securely store information for future use (tokenization) ● Compliant with PCI Standards ● Implementation of tools and technologies to detect and prevent Online Fraud → Convenience ● Giving the customer the option of paying online or paying in-person ● Allowing someone else (parent…) to pay ● eReceipts ● No need for dealer to change Processor/Bank → Trust ● Setting expectations at the time of write-up; ● Keeping the communication channel open to allow them to reach the dealer if they have issues/questions; ● Sending copy of the invoice to the customer → Completeness ● Allowing the dealer to take pre-authorizations for large transactions ● Provide the back-office an integrated view of all payments (Online and Retail)
  • 13. 13© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential Automatic Payment Requests ● Are setup via an Interface to the DMS. ● When turned on, automatically send out a Payment request via the customer’s preferred communication channel (text or email). ● Can be setup to go out with a delay of 0 to 60 minutes after the RO has entered a “pre-invoiced” status. Payment Request - A payment request is communication sent via text message and/or email, which allows the customer to view the final Invoice and pay for it online or their mobile devices. A Payment Request can either be Automatic or Manual: Mobile Payment Concepts Manual Payment Requests ● Allows you to send payment requests “on- demand” using pre-defined template. ● Hands-off, automated sending. ● Great for most normal conditions (no special handling) ● Can be setup with certain department/laborop exclusions ● Allows you send Payment Requests in situations where RO is still not available. ● Non-standard conditions, such as the need to take split payments or charge warrant Company.
  • 14. 14© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential Demo
  • 15. ● Shows that customers who pay online, spend very little time in making the payment Typical Time Spent Paying Online 1-3 mins Key Metrics 15© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential ● Most customers pay using their mobile devices or tablets ● Customers pay in equal parts using cellular networks and WiFi connections Customers Paying on Mobile Devices 75.60 % ● Some dealers go as high as 22% ● 38% of customers who are sent Payment Requests end up opening the link ● 45.6% of customers who open the link end up paying ● Moderate correlation between customers who end up paying online and amount of communication with Advisor Customers Paying Online 7.2 %
  • 16. Best Practices 16© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential Setup Talk Track 1 Service Advisor: “Thanks for coming to our [Dealership Name]. To make it easy for you to reach me directly, I will be sending you a text message. May I have your mobile phone number? ” Customer: “Sure! My number is ###-###-####” Service Advisor: “Thanks! You should receive a welcome text from us shortly. Please save the number as our [Dealership Name]. You can communicate with me directly using this number by either texting or calling me.”
  • 17. Best Practices 17© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential It is very important that your customer save the Dealership number on their mobile phone. This will ensure that if they call any time later, the call gets routed directly to you and keeps your relationship with the customer intact. Ensure Customer Saves # 2
  • 18. Best Practices 18© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential Service Advisor: “When your car is ready, you will receive a Payment Request email or text, with your detailed invoice and the work performed. To speed up checkout and save you time, you will also have the option of paying online or on your mobile device before showing up at the dealership.” Set Clear Expectations 3
  • 19. Best Practices 19© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential Your dealership is configured with Email and Text Templates for Payment requests. These templates are somewhat configurable. Pay attention to Templates 4
  • 20. Best Practices 20© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential 1. Setup delay in sending payment requests to avoid changes to Invoice 2. Setup exclusions 3. Remove automatic sending for certain users who write up Internal ROs Setup Auto Payment Requests 5
  • 21. Best Practices 21© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential 1. Check the ID for transactions where Cardholder Name is different from Customer Name. 2. Recognize that Kaarma has filters which will flag and prevent suspicious transactions. Do not try and override these: a. Force a two minute delay when a payment is attempted multiple times on same card; b. If too many attempts are made or other suspicious flags are raised, then the customer will be prevented from paying online. Prevent Online Payment Fraud 6
  • 22. 22© Copyright 2015 Kaarya LLC. All Rights Reserved. Proprietary and Confidential Q & A