Breaking Down Door's Payments: How DH Pace does Field Payments cover art

Breaking Down Door's Payments: How DH Pace does Field Payments

Breaking Down Door's Payments: How DH Pace does Field Payments

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 Richard Moot: Hello and welcome to the Square Developer Podcast. I'm your host, Richard Moot, and today I'm joined by Miles from DH Pace. Thank you so much for being here. Miles, can you give us a quick little intro and tell us about yourself and DH Pace?Miles Rush: Thank you, Richard. My name is Miles. I've been a software developer for over 20 years now and I've been working at DH Pace almost that entire time, developing lots of different projects and mostly focused in the mobile space. So for our field team doing field service and sales, DH PACE is a door company, so if it has a door, we work on it pretty much. So your garage doors, the doors to the front of your building, dock doors, if you walk through it, we touch it type stuff. And so we have a nationwide service and sales team and my job is to help them be more efficient and get their work done.Richard Moot: Awesome. And for those that aren't familiar with say the size of DH Pace, how large are we talking, and I'm assuming it's predominantly in the United States,Miles Rush: Correct.Richard Moot: But how many locations, what is the total reach of DH Pace?Miles Rush: I think, last time I saw, we were around 50 locations nationwide. We have probably 3,500 employees and about half of those are field employees.Richard Moot: And so you have worked on building the integration with Square for DH Pace. Before we talk about that actual integration, I'd love to paint a picture of what it looks like when somebody is interacting with DH Pace. You mentioned the field service technicians. What is the typical life cycle of somebody who's either buying a door or repairing a door? Tell me a little bit about that.Miles Rush: Absolutely. So one of probably our primary use case is residential service. You have a garage door and spring breaks or it just doesn't open or something like that. And so you call us up, Hey, I need this fixed. So our office staff will create the order, dispatch it to our field tech, and they come to your house and start using their mobile device to record what they're doing and see, oh, I need to, this is what's broken, here's the parts I need to fix it. They'll record those parts, record the time. And then as far as customer interaction goes, once they've completed the work, we'll have the customer sign off on what they did and then take payment right there in the field where they can use their credit card and take the payment and then we're out of your hair and moving along.Richard Moot: It sounds like you have a custom built system for actually handling this sort of interaction. I've had work done at my house before and mostly the other times somebody comes in, they do a quote, then they have to schedule somebody else to actually come out and then go and do all of the work. And then most of the time I get an invoice or I have to go write a check to them. But this kind of solves that, hey, we have a payment device right here. It's logging everything. We know exactly what was changed, what work was done. You can display this is how much you're being charged and then pay it right then and there.Miles Rush: Absolutely, yeah, so we have all of our pricing and everything sent down to the field on their phones and tablets that they use and they can invoice the customer right then and there and using the Square device makes it real easy for the customer to pay and for us to collect from them.Richard Moot: Tell me a little bit about the devices that you're using for doing this kind of payment integration or really for that interaction. You said that mobile devices, tablets, what do those actually look like?Miles Rush : Yeah, so our field team primarily uses Samsung devices. We're using Samsung phones and tablets for our field. Depending on whether they need a larger screen or not, we'll use a tablet. And as far as for Square, we're using the Square readers that connect via Bluetooth and they make it real easy to get those synced up and they'll just pull it out of their tool bag when they need to take a payment.Richard Moot: That makes it so easy. And previously you were integrated with a different payment provider, like you were using something before you actually started using Square. Tell me a little bit about what sort of things you were dealing with prior to that in terms of the technical issues and then some of the more logistical business issues.Miles Rush : Absolutely. Before this we were integrated with a provider that did not have any hardware. They only had a web API interface, and so we had to send all of our payment information through a web API to them. They would process the card and send it back. And while it worked, it wasn't ideal. It put us into the space where we were PCI had to take care of the PCI compliance because we were handling card information and then also was a poor customer experience. We were typing in their card number into our device and customers, a lot of our customers would get nervous seeing you type in their ...
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