MACHINE UPDATE


payments that reach banks far quicker than traditional methods would, and without the need for cash collection.” Contactless transactions are 10x faster than chip-based


payments, and now in 2021, over 80% of transactions go through without a PIN, showing more consumers are enjoying the benefits of contactless payments (Source: Mastercard).


Gemma Tuxford, Zerica UK business and development manager “Cashless, hygienic, contactless, hassle-free vending has never been more in demand. Whatever the solutions used; it is essential that people feel safe. Hands-free dispensing and payment are the obvious way to ensure people are comfortable with the way they are accessing product. Servicing requirements too have changed with remote and speedy, touch-free servicing also a key requirement. Units are relying more heavily on technology for dispensing,


payments and also servicing. Payment via mobile app or using NFC tags (keyrings, cards, or embedded in bottle tops) for ultra-hygienic hands -free dispensing is becoming more common and some models even have remote servicing improving both first time fix rates and speed of response. Other solutions include contactless buttons and foot pedals. The environment is also a key consideration for many business.


When operating an ‘around the clock’ service some manufactures have designed machines that have ‘low energy consumption’ modes for times of the day when demand is low. Sometimes, product selections are automatically limited based on programmable timeslots which greatly reduces overall energy consumption. For example some products, including Zerica’s, are IoT-enabled


with bi-directional communication which allows remote modification of parameters for fast, efficient, eco-friendly remote machine management and servicing keeping everyone safe. You can change target temperature and portion sizes and receive


filter and CO2 canister replacement alerts based on real-time usage and reminders when a flush or periodic maintenance is due. You can also run a diagnostic, perform a quick servicing and check on real- time usage from the comfort of your office.”


Laura Barwell, business development manager at VMC “Vending really stepped up during the pandemic, showing operators that it has the potential to play a bigger role in their operations going forward. To maximise on that opportunity operators now need to look at adapting their offering and utilising contactless to help them grow. Demand for our contactless payment readers remains high and


once operators see them in action, their potential for increasing revenue becomes clear. The next step is to think more broadly about how to capitalise on those extra sales by ensuring those consumers come back and use the machines again. We use VMC Flex in the background so it’s easy to incentivise and maintain that revenue by adding options like loyalty and promotions. This also makes other integrations possible, such as incorporating


vending machines into a much wider on-site cashless payment system that can include everything from door entry to catering, vending and much more. In our opinion, the positive results from adding contactless payment to machines speak for themselves, but more importantly they demonstrate that new developments are still possible within traditional vending and that the industry still has much more to offer.”


Martin Verspeak, COO at Mr Lee’s Pure Foods “Advanced technology has greatly improved users’ experiences.


Cashless and mobile payments have allowed customers to pay for goods with their cards, smartphones or smartwatches, making their


overall experience quicker, more secure and convenient. This has become particularly relevant in the post-pandemic world, where people are looking for safe and contact-free access. At Mr Lee’s we have worked on developing a solution that allows customers to purchase our products without having to touch the screen. Today’s consumers want choices and the vending industry needs


to adapt to this new demand. Our kiosks allow customers to personalise their purchase by choosing the level of water they would like, and they can also add a splash of soy sauce or chilli oil to our noodles and congee should they wish to.”


Caroline Jeanneau, head of vending Offer, GSV at Worldline Today’s consumers tend to be discerning when it comes to their purchasing habits. In workplaces and staff canteens, for example, they require healthier choices and/or vegan options to be included and ask for a shopping basket approach to be implemented. To answer these challenges, the industry should look at smart ways to adapt to new purchasing choices without adding complexity. For example, the blending of modern vending practices and niche areas – the idea being that one provider cannot satisfy all requirements, so you need to work within an ecosystem. To achieve this, the industry should facilitate connection to the Internet of Things (IoT). According to the AVA, two thirds of vending transactions were


cashless payments in 2020 as the move towards enabling contactless payments for everything from mobile phones to wearable technology accelerates. Take for example the revamping of the iconic Parisian newspaper


stands that have been upgraded to function as self-service kiosks. This change reflects an acceleration of new expectations and customer interactions. Vending merchants need to be


innovative to keep pace with their fast- changing industry and accommodate a greater range of customer services. In addition, operators must ensure the partners they work with provide the best quality services/goods possible. Vendors should also offer more information about what is being sold in the vending machine to improve customer loyalty and increase return purchases. Contactless and digital payments


are now a must-have so operators must invest in digital payment systems or adapt their existing infrastructure to meet new payment demands.


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