Innoviti puts Manthan process at the heart of its operational excellence, drives 100% terminal uptime at Indraprastha Apollo

Innoviti Payment Solutions, India’s provider of payment solutions to offline enterprise merchants has shared that its recently implemented Manthan process has yielded monumental results to both Innoviti as well as its merchant partners, in record time. As an outcome of this, Innoviti has successfully achieved 100 per cent terminal uptime at its esteemed partner, Indraprastha Apollo. 

Manthan, which is now at the epicenter of the company’s operations strategy leverages distinctive capabilities and processes to improve payment operations efficiencies and effectiveness on Innoviti terminals deployed at Indraprastha Apollo.  

With 15 nodal warehouses across the country, support via toll-free line, email and WhatsApp, automated ticketing systems, centralised incident resolution and technical resolution teams, a pan-India field force of Store Relationship Officers; Manthan is institutionalised at the core of Innoviti’s operations to ensure all Innoviti terminals at our partner merchant outlets remain operational with zero-downtime at any given point of time. 

With Manthan, cashiers can log in tickets for issues using Business WhatsApp number/ email/ toll free phone number and instantly receive a service ticket with turnaround times (TAT). The ticket gets auto-allocated to the store relationship officer (SRO) located closest to the store via WhatsApp, thereby saving valuable merchant time.  The SRO, enabled with inventory (accessories and terminals) immediately visits the store and resolves the issue within the stipulated TAT. For hardware issues, he replaces the terminal during the same visit.

Manthan mandates that after a terminal with an issue starts transacting, a complete health-check of every other Innoviti terminal present in the merchant’s premises is done by the visiting SRO. Only after this check, the parent ticket gets automatically closed by the system.

A testament to this obsessive focus on ensuring transaction success reliability is the SOC3 seal of excellence that Innoviti received from an independent third-party CPA firm (Ernst & Young Associates LLP) as per AICPA’s SSAE 18 standards after a thorough evaluation of transaction speed, reliability, privacy, security, confidentiality, availability, and processing of transactions on Innoviti’s terminals. Innoviti is India’s only payments SaaS company to be awarded the SOC3 seal of excellence. 

“At Innoviti, we believe in putting our merchant partners at the center of everything we do. Manthan, designed in-line with our customer centric ethos, helps us set realistic customer expectations, and systematically exceed them while adding tremendous value to them at every opportune moment,” said Hemant Taware, Chief Business Officer, Merchant Ecosystem Development, Innoviti. 

“Initiatives such as this have helped us achieve industry-leading reliability metrics on our payment terminals – something widely recognised as best-in-class by the retail industry, which we are extremely proud of,” he added.

Innoviti uses payment technology in unconventional ways to turn payment transactions into customer acquisition and retention tools for merchants, banks, and brands, by bringing them on to a common platform, and helping them deliver unique customer experiences, such as this one. Each business gets access to 3X loyal consumers at 1/3rd the cost, accelerating sales with unmatched efficiencies.

Innoviti had raised a Series C in 2020 to further its differentiated strategy of servicing the retail market through category and segment specific products.