Triquestra’s COVID-19 response: Keeping our people safe and supporting our clients

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As the global COVID-19 pandemic evolves, I wanted to share with you some important information about the steps we are taking.

Our highest priority is the health and safety of our people, customers and partners.

We are acting to support the global effort to contain the spread of the virus and ensure that any disruption to our service is minimised.

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Support for our people, customers and partners

• We are ensuring that our team and visitors are supported with clear health and hygiene policies designed to keep our workplace safe, including no handshakes, social distancing and regular washing of hands.

• We have provided our team with information to help prevent the spread of the virus, as well as the actions they should take if they are ill or demonstrate the symptoms of COVID-19.

• All international and domestic business air travel is suspended.

• As per the government regulation, self-isolation is required for any of our people following international air travel.

• Any of our people returning from personal domestic air travel must work from home for 14 days, with secure remote working options in place. We have strongly encouraged people to postpone all non-essential personal travel.

• All Triquestra meetings will include the option to join remotely. Our people can attend external meetings if they feel comfortable to do so, and you are welcome to visit our office – please contact us in advance so we can advise you on our policy for this.

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Open for business

As a digital business, supporting international customers and using great collaboration tools, we’re already well prepared for remote working and minimising any disruption to our service if a nationwide or partial lockdown is required. Our support and escalation processes are unchanged.

Our Leadership Team and specially established Response Team are actively monitoring the status of the pandemic to ensure that our business continuity plans continue to deliver uninterrupted services and support.

• We have reviewed and updated our business continuity plan for the risks specific to this pandemic.

• We are initiating a communications plan to keep our people, customers and partners informed.

• We have reviewed, updated and published COVID-19 response policies for key business functions such as health and wellbeing, travel, remote working, flexible hours, meetings and leave.

• Remote working has been rolled out to every employee. We are running trials to test the effectiveness of remote working at scale and have given all our people the option of working from home.  

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Further updates

We are absolutely committed to doing everything we possibly can to help minimise the impact of this crisis on our people, customers and partners.

We are continuously and closely monitoring the guidance from the New Zealand and Australian Governments and Ministries of Health, and I will continue to share information as updates become available.

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Stay safe, and thank you for your continued support and collaboration.

Kelly Brown

Chief Executive

Introduce customers to smart, digital receipts with Slyp and Infinity

Attention Australian retailers – Slyp now integrates with Infinity, giving you another option to help customers track their purchases. Slyp partners with banks and retailers to send interactive smart receipts directly to shoppers through their banking app after they make a purchase with a bank or credit card. So you can both say goodbye to paper receipts.

Consumers get itemised purchase and warranty information, and you can even include links to related products in their receipt. You get rich in-store data and can easily set and review marketing campaigns inside receipts. 

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Here’s a closer look at how Slyp works:

1. Slyp and your Infinity POS are seamlessly connected via API.

2. A customer makes a purchase with their bank card.

3. Slyp extracts the purchase data and matches it to bank transactions.

4. Transactions are sent to the customer’s bank app or by SMS text message and displayed as feature rich, intuitive smart receipts. 

5. You view analytics in real-time through your MySlyp dashboard. 

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If you want to go paperless, improve customer experience and have a new way to engage with customers when they’ve left your store, talk to us about Slyp and Infinity today.

New in Infinity – November 2019

Here’s what’s new in Infinity so you can do more to improve the experience you offer your customers. 

Infinity is a modular platform and you may need additional components or licencing to access some functionality.

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INVENTORY MANAGEMENT

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Understand stock levels even better

The stock adjustments report has been enhanced to let you filter by reason, see subtotals by reason, show or hide item details, and sort by SKU or date. These changes will help you understand why stock levels are being adjusted and by how much. So if you’re experiencing stock losses, you can address and limit them quickly.

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ORDER MANAGEMENT

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Order and quote enhancements give your call centre and other teams more pricing and fulfilment flexibility

• Transactions can be repriced using the Cart API so if you have variable pricing across your store network, call centre staff or those in another branch can price items based on where the order will be fulfilled.

• The ‘Pick up from another branch’ screen now includes a saleable column which shows quantity on hand for each available branch less any allocated stock. This is helpful so you don’t commit inventory that’s already been allocated to another order, such as a click-and-collect order that’s still in the store but hasn’t yet been collected.

• Several existing configurations can now have branch-specific settings. That means you can limit functionality to selected branches – for instance if you only want your customer service team to be able to use certain functionality when you’re rolling out a new business process.

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New EDI service lets you automatically send purchase orders to your suppliers

You no longer need to manually email purchase order numbers. With Infinity’s new EDI service  (electronic document interface), your purchase orders can be automatically converted into one of two supported EDI file formats and sent automatically to the supplier by email or FTP.  

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LOYALTY

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Virgin Australia’s Velocity Frequent Flyer programme now integrates with Infinity

If you use Infinity Loyalty, a customer can now associate their Velocity membership details with your Infinity loyalty programme to earn Velocity points that they can then redeem for flights and upgrades, fuel, car hire or hotel stays. It’s a valuable way to extend your loyalty programme.

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The Givex integration has been extended from gift card to loyalty

An enhanced Givex integration service now enables Infinity Loyalty customer data and purchases to be sent to Givex Loyalty for store credit and rewards. 

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Continuous performance improvements

One of Infinity’s key design principles is speed so we’re always making it work faster for you –  especially in regards to loyalty functionality when you want to make transaction and data processing time as quick as possible for your customers. 

Infinity now uses an optional read-only SQL node within an ‘always on availability group’ (AoAG) to enable the use of the secondary node to spread data processing times.

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INFINITY APIS

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Customers can now sign up to your loyalty programme using your external partner services

With the new Loyalty Import API, a customer can use the details from one of your other loyalty partners (like Fly Buys or Air New Zealand Airpoints) to join your loyalty programme.

The customer scans their partner card at the POS and Infinity can automatically validate their details with your partner’s system and then create the customer as a new member of your programme.                

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Let customers prepay for products then use their balances when they want

By using your mobile app and the Infinity Loyalty Prepay API, you can give customers the ability to pre-purchase products and then pay for them with a scan of their phone when they shop with you. 

It’s a great way to help customers buy your products in bulk, buy at a discounted rate, and budget for purchases. You can also share these prepay products with a select group of friends and family if you choose to.

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Attention fuel retailers: Give customers cents per litre discounts through Infinity 

The new Fuel CPL Discount API lets you give customers cents per litre discounts as part of your loyalty programme. You can let customers redeem discounts each time they visit or bank them for future purchases.

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Integrate Infinity with your external CRM for the best of both worlds

An enhancement to the Loyalty API means it now has an ‘external CRM ID’ identifier type.

So if you use a CRM like Salesforce, that system can share a customer’s identifier number with Infinity Loyalty. Then that number can be used by both platforms for two-directional integration. 

Infinity remains responsible for transactional functions like pricing and offers, and your CRM manages your customer segmentation, 360 degree views, journey planning and marketing campaigns. 

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The Infinity API platform now automatically monitors its own health

You’ll have even greater API peace of mind because the Infinity API orchestration service now has a health endpoint. The service will poll the endpoint of each configured API and return an ‘ok’ message for each healthy API, or automatically restart any APIs that are in an unhealthy state. 

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SETTINGS

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Manage passwords at store level

Now instead of going to head office for support, store managers can save time and effort by resetting staff member passwords themselves if they have the appropriate permission.

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To find out more about any of these new enhancements and add them to your Infinity platform, contact us.

Challenge gets up and running with Infinity in a few short weeks

A group of Challenge service stations is now using Infinity unified commerce platform, after a fast rollout.

Nine Challenge service stations located around the country and owned by nine individual businesses gave us a big challenge: Understand our requirements and get Infinity up and running in 6 weeks. We had this deadline because the existing system was reaching its end of life. Add in the Christmas holiday break and we had even less time to scope the project, configure Infinity, test and deploy to the sites.

A high feature fit + centralised data + great support = success

Infinity has a configuration and built-in features specifically for fuel and convenience stores so there was no change required to get Infinity up and running. Infinity is intuitive and fast for staff to learn and it processes sales very quickly so customers can be in and out with no fuss.

In addition to point of sale, Challenge is using Infinity to unify inventory and pricing and promotions data. This visibility lets owners see which items are selling so they can stock more accurately and confidently offer relevant promotions. Behind the scenes, Infinity integrates with Xero and Reckon to automate general ledger transactions.

Our partner, ECL Group, managed the rollout and provide ongoing support backed by Triquestra’s 24/7 support.

Sandra Frazer of Challenge Darfield sums up the deployment best:

“We have recently installed Infinity on our site and we just love it. It is so simple to use and all of our staff took to it like ducks to water. Our install was the week before Christmas and staff were literally thrown in the deep end, as the first time they saw Infinity was when we went live. ECL Group’s training was very clear and easy to follow. The thing I love most about Infinity is that it is very quick to process a sale which is so important in a busy site like ours.”