Simplifying Payments for SMBs: Helcim’s Transformational Approach
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Small and medium-sized businesses and enterprises are the backbone of the US economy generating more than 44% of GDP1. Yet these organizations are still underserved when it comes to online financial tools—and dealing with payments is no exception. Complaints include hidden fees, limited capabilities, long-term lease agreements, and poor customer service.
These are the issues that we wanted to solve when we launched Helcim in 2020 in Calgary (Alberta, Canada). We provide a payment service that offers low rates through our interchange plus pricing model, no monthly fee for the core payments offering, and numerous payment options, as well as simple, affordable hardware such as card readers.
Our digital-first approach makes it easy for owners of small and medium-sized businesses to get started. Online sign-up means no paperwork and near instant access to Helcim’s software and all-in-one platform experience. Merchants can choose from a range of payment solutions from the Helcim app including in-person payments, SMS payment requests, online invoices with pay now buttons, and more.
To achieve our goals, we built most of the business systems and processes in-house including our technology stack, financial partnerships, marketing, and everything in between. This is something that few startups would dare to do, but it enabled us to build a payments platform offering the rich capabilities and performance SMBs really need.
Taking control with the cloud
Before migrating our infrastructure to Google Cloud, it was hosted at two colocation data centers in Calgary. This model served us well, but as we grew, most of our hardware needed to be replaced to maintain service security and performance.
A successful round of Series A funding also impacted our trajectory. Giving us the fuel we needed to scale and innovate faster. When we considered the choice between making a large capital investment in our existing environment, or to transition to the cloud, the decision was clear: The cloud was the way to go.
We looked at other big names in cloud hosting and tested another platform. But Google Cloud is by far the best environment for us. It’s much easier for a lean technology team to manage, as we embark on our first cloud strategy. It also offers all the tools and advanced machine learning capabilities we need.
Google Cloud also comes with the backing of Alphabet, a business that in the past five years has spent more on research and development than any other organization in the S&P 5002. The ability to engage the Google Workspace account team for guidance to improve our everyday processes was another bonus.
A variety of investment and training programs from Google Cloud also influenced our decision. We participated in Google for Startups Accelerator Canada which gave us access to Google Cloud experts across all our technology domains. This helped accelerate our infrastructure migration while ensuring we optimized every service from day one. We were also eligible for $100,000 USD of Google Cloud credits, covering our Google Cloud costs which helped us get everything up and running cost-effectively. The partnership with the wider Google team has been extremely impactful as we stand everything up for our business.
But ultimately, it’s the sheer depth and breadth of the Google Cloud environment that makes the difference. Here are the Google Cloud tools we currently have at Helcim.
We chose BigQuery because it is easy to aggregate new data and apply the right access controls. It also delivers outstanding performance running our analytics workloads.
Vertex AI makes the deployment of new models exponentially faster, and with Google Cloud, we can do most of the work through containers instead of proprietary tooling.
GKE has enabled us to migrate to a fully managed cloud service and avoid a lift-and-shift exercise that would have prevented us from getting the full benefits of a containerized infrastructure. Running a new GKE environment also enabled us to significantly reduce platform latency by 20%-50%. We can now deploy projects in hours instead of days.
We updated our centralized file system to use Cloud Storage, which is faster and more scalable.
All of our software today is built on top of MySQL, so CloudSQL was the natural choice for cloud database management.
Cloud Run is more flexible than other serverless tools and was an easy way to reduce the burden of managing some of our services.
Boosting performance across the business
By migrating to Google Cloud, we transformed our application performance. We were able to decouple the infrastructure between systems and use modern server hardware for our compute and database instances. With very little change to our code, we saw a 50%+ increase in the speed of our entire platform.
Giving developers more control of the technology running their systems via containers means that they can enhance systems through more frequent language updates and by deploying new technologies to optimize workloads.
We can more closely monitor our systems to diagnose issues and fix their root cause faster. Being able to quickly add resources gives us further options if we experience platform latency or increased traffic.
Maintaining momentum with machine learning
Leveraging Vertex AI has significantly reduced the time it takes the team to build and deploy new machine learning models. Greater agility in our data stack has also freed up time for exploratory work in the data team. For instance, by creating low fidelity proxy data for human behavior in the application process, we created a new model that will reduce the number of manually reviewed batches by more than 10%.
We’ve also been able to improve our deployment process and the time to rollback. As a result, breaking changes in production have been reduced from more than five minutes to less than 30 seconds.
Thanks to BigQuery, we can make better use of data to support key business decisions. Previously it was hard to aggregate data from different sources and while maintaining our strict requirements for customer data confidentiality. We also needed specialist SQL knowledge to consume it. By investing in a more modern data stack, the availability of trusted data across the organization has increased exponentially.
We’ve also overcome the constraints imposed by static hardware environments especially when maintaining a high-availability configuration between two locations. With Google Cloud, we’re no longer constrained by such a rigid arrangement and the deployment velocity of new infrastructure tooling has been reduced from months to days.
Security is another area where Google Cloud excels. From hackers and fraudsters to bots and web attacks, it protects our users, applications, and data, while facilitating compliance with local and regional authorities. We can also integrate more easily with our security partners ensuring that we can empower our team to stay ahead of cyber criminals and other external threats.
Building the payments platform for the future, today
When we look to the future, Google Cloud opens the door to dozens of opportunities to widen our appeal to SMBs while remaining competitive. Its advanced infrastructure for cloud computing, data analytics and ML supports our roadmap to profitability and will help us attract future rounds of funding.
Above all it provides a foundation for growth. We grew 400% in 2021 and raised more capital in the spring of 2022 to grow even faster. In 2022 we were also listed as one of the top payments processors by industry publications such as Nerdwallet and Merchant Maverick. With Google Cloud, we can build on this success, continue to innovate, and help our SMB customers take their payments and e-commerce strategies to the next level.
If you want to learn more about how Google Cloud can help your startup, visit our page here to get more information about our program, and sign up for our communications to get a look at our community activities, digital events, special offers, and more.
To learn more about Google for Startups Accelerators and to apply to a program in your region, visit the website here.
1. Small Businesses Generate 44 Percent Of U.S. Economic Activity
2. Alphabet: Big Value In Big Tech
A Step-by-Step Guide to Lift-and-Shift a Line of Business Application onto Google Cloud
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Want to move an existing business application to the Cloud? Want to make sure that the process is painless, easy, reliable, and provides the necessary cost benefits?
Well, it’s not as complex as many technology professionals think. On the contrary, by understanding the various steps involved in the process, identifying the right set of tools, listing the various phases of the migration process and the tasks involved under each phase, the whole lifting-and-shifting of the business application on to the Cloud can be pretty easy.
Still not convinced? Google Cloud has the answer.
Read the whitepaper and understand how you can:
- Lift-and-shift an existing line of business application onto Google Cloud.
- Identify the steps involved in this migration process.
- Identify and list the various phases involved in the migration process.
- Understand the sub-tasks involved under each of the phases.
- Get the required documentation and support.
- Achieve the migration without changing or adding any code.
Download the Whitepaper to Find Out
What You Can Learn from ‘Up or Out’ Framework for Cloud Adoption
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In times of significant disruption, organizations are faced with three choices: Retrench within legacy solutions, pause and do nothing while waiting for more data or different circumstances, or press ahead, potentially even accelerating to realize the desired outcome. In such an environment, it is critical to ensure you’re delivering the greatest possible impact to the business.
In Google Cloud’s Office of the CTO, or OCTO, we have the privilege of co-innovating with customers to explore what’s possible and how we can re-imagine and solve their most strategic challenges. These collaborative innovation engagements are often core to critical transformational projects, which often include the rehosting, evolution, and at times re-architecture of existing business solutions.
We are happy to offer this brand new white paper, where we have distilled the conversations we’ve had with CIOs, CTOs, and their technical staff into several frameworks that can help cut through the hype and the technical complexity, to help devise the strategy that empowers both the business and IT. We called one such framework “up or out.” (And we don’t mean some consulting firm’s hard-nosed career philosophy.)
One model that we found can help enterprises chart their cloud adoption journey delineates cloud migration along two axes—up and out, and we’ll cover this in much greater detail in the white paper itself.
As you can see, there isn’t a single path to the cloud—not for individual enterprises and not even for individual applications. The up or out framework can help an IT organization and its leadership characterize how they can best benefit from migrating their services or workloads. The framework acts as a general pattern that highlights the continuum of approaches to explore, and you can learn all about it by downloading this detailed white paper.
Or, if you’re really ready to jump start your migration today, you can take advantage of our current offer by signing up for a free discovery and assessment.
The Future of Retail: Automated Customer Journeys Powered by Technology
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Editor’s note: To kick off the new year and in preparation for NRF The Big Show, we invited partners from across our retail ecosystem to share stories, best practices, and tips and tricks on how they are helping retailers transform during a time that continues to see tremendous change. Please enjoy this entry from our partner.
If you put a pot of water on the stove, it doesn’t heat up instantly. It simmers slowly at first, eventually picking up steam to reach a rolling boil. The retail landscape is not so different. Capgemini’s research shows the sector has evolved over four generations, from the early days of fragmented outlets to omnichannel and customer-centric focuses, with a fifth generation on the horizon that promises to be centered on consumption.
- Generation 1: Fragmented outlets
- Generation 2: Chain concentration
- Generation 3: Omnichannel
- Generation 4: Consumer-centric
- Generation 5: Consumption-centric
Although incremental change allows companies to experiment and iterate during their digital journeys, the COVID-19 pandemic rapidly accelerated the evolution of online and contactless shopping. Evolution became a revolution, with most Consumer Product and Retail (CPR) companies still mastering the omnichannel generation of their digital transformation to create a seamless shopping experience. Companies that are more digitally mature are already aspiring to the consumer-centric phase, embracing opportunities made possible by technology such as personalization and automation.
What consumers want
Customers have more choices in how they shop and engage with brands. This has made it harder for brands to predict and anticipate needs across customer journeys. And that’s convincing some companies to innovate more quickly as consumer demand drives the need for speed and scale.
Think about your own online behavior. Say you’re shopping for an item and searching online for the closest store in your neighborhood. Google is likely your go-to for finding that information. Looking to troubleshoot an issue with a product or seek out a service? Again, you’ll likely hit up Google first, not even considering going directly to a brand’s website for answers.
Both scenarios point to a disconnect between virtual and physical worlds, a gap technology can bridge in numerous ways such as breaking down silos and integrating fragmented media channels. Interestingly, though, not everything will be centered online all the time. In our recent study on consumer behavior, The great consumer reset, Capgemini discovered 57 percent of shoppers plan to return to brick-and-mortar stores post-pandemic, which is basically unchanged from the 59 percent who often interacted with physical stores before.
But business as usual? Not even close. Consumers have come to expect a frictionless shopping experience (buy online, pick up in store) or an immersive one (products displayed online using augmented reality), and are not content to return to in-store lineups, empty shelves, or a one-size-fits-all approach. Moreover, customers want personalized interactions while ensuring their data and privacy are protected.
So the role of the store is changing. In fact, many online-only brands are opening brick-and-mortar establishments to drive customer experience. In our research on “smart stores,” we found the majority of consumers (66 percent) believe automation can improve their shopping experience by solving the challenges they face at retail stores.
From personalization to serendipity
Retailers must recognize that they have to win consumer trust and confidence. Many consumers believe retailers’ use of tech is focused on reducing costs rather than easing friction. And they’re right. That same Capgemini research found that only one-third (35 percent) of retailers consider “solving customer pain points” as the most important criteria when deciding which automation use cases to implement.
“Retailers are largely in the early stages of adopting automation, and that’s an opportunity to rethink how they’re using technology, not just to smooth out friction and engender consumer trust but to build unexpected consumer benefits,” says Neerav Vyas, Head of Customer First, Co-Chief Innovation Officer, Insights & Data, North America, Capgemini. “We’re trying to move towards this idea of delivering serendipitous experiences to bridge the physical and digital divide.”
The focus is not solely on shoppers seeking out a specific product. “When consumers are in an exploratory mood, retailers can recommend products and services customers didn’t even know they wanted,” says Vyas. For example, business teams that use personalization platforms as part of an integrated media strategy can optimize algorithms against outcomes such as improving conversion and driving engagement.
Vyas says the elevated experience from “personalization to serendipity” fosters trust in the ability of recommendation architectures to persuade and influence consumers’ choices in beneficial ways. A case in point: our research found that half (52 percent) of spending by millennials goes towards experience-related purchases. As always, the key is to meet consumers where they are. Even better, according to Vyas, is to anticipate and understand when signals like customer intent are changing.
How to create value throughout the customer journey
One solution companies can implement right now is an integrated media spend platform that incorporates reporting, planning, and strategy across the entire customer journey. This offers value throughout the customer journey by using technology to reduce friction along the way. Think of it as starting with the customer looking for a product (search and discovery), moving on to the purchase (omnichannel basket, “shoppable” screens) and pick up/delivery (QR code scan in store), and through to post-purchase engagement with the retailer (Google Contact Center AI).
Such a holistic approach also accelerates data acquisition, integration, and reporting using advanced analytics to break down silos and emphasize the importance of privacy and first-party data. This in turn guides end-to-end interventions across customer journeys that enable optimized media spend, empowers businesses to analyze their spend distribution, fine-tunes owned and paid tactics with agencies, and promotes stewardship to support audit efficacy.
A culture of experimentation
With this data-driven focus, CPRs can create a 360-degree perspective of the customer. That intelligence can be used to enhance and humanize automated shopping experiences by putting the customer in control, whether online, in store, or across company brands. Moreover, by using Google Cloud’s emerging technologies such as artificial intelligence (AI), we help companies accelerate value across the spectrum, from supply-chain optimization and customer innovation to consumer experience.
Building a culture of experimentation is a team effort. “It’s not ever just one person who had a big idea. It’s all incremental steps,” says Jennifer Marchand, Google Cloud COE Leader, Capgemini. “Finding the right use case and timing is everything.” Take Google Glass Enterprise, she continues. For greater consumer experience, it can enable in-store associates to better serve with hands-free checkout, customer personalization and recommendations, and special offers. At the same time, Computer Vision and Smart Shelves can help prioritize tasks for employees, notifying them of low stock or a spill in the store.
Marchand points out that companies and consumers alike might not be ready to fully adopt some technology like facial recognition, but since almost everyone has a smartphone these days, they can benefit from automation with ease. “What’s interesting,” she adds, “is the way Google thinks about these types of problems, solving them for the long term.”
The store of tomorrow
Imagine a truly frictionless shopping experience, where state-of-the-art computer vision and AI identifies the products you pick up, put back, and keep, allowing you to head home, completely bypassing the checkout, with a 99 percent accuracy rate and receipts sent directly to your mobile app. That utopian experience is already taking shape at CornerShop, Capgemini’s live experimental store in London, UK.
Jamie MacLoud, Transformation & Strategy Consultant at frog, part of Capgemini, describes the retail space, which runs on Google Cloud, as the store of tomorrow, and not the distant future. It’s an experiential space where retailers and brands can explore, develop, and test technological shopping innovations in real-time. The outcome is a clearer understanding of how digital innovation can enable new ways to progress the customer experience, improve in-store operations, and help consumers to rediscover the joy of in-person retail through new ways to shop and engage with brands.
“We build, test, and learn about store concepts of tomorrow that we believe could be implemented into actual stores in the next one to two years. Getting these experiences in front of real customers in the CornerShop allows us to generate tangible learnings that we can share with our clients and use to shape future store strategy” says MacLeod. CornerShop was opened to the public in two eight-week stints, which allowed real-time testing to see what technologies resonated with customers, which brands can adapt and scale. Frictionless checkout, not surprisingly, was a big win for customers, but the technology underpinning the “virtual try-on” of clothing was deemed more suitable for the store of the future.
So, unlike an innovation lab, CornerShop lets companies experiment risk free, speeding up the process from hypothesis to full-scale implementation. It’s also another step toward solving the challenges customers face, while delivering those serendipitous experiences that build brand loyalty and longevity.
Learn more about how Capgemini is partnering with Google Cloud to help retailers create next-generation shopping experiences today.
We would like to acknowledge Jamie MacLoud, Transformation & Strategy Consultant at frog, part of Capgemini and Neerav Vyas, Head of Customer First, Co-Chief Innovation Officer, Insights & Data, North America at Capgemini who supported with invaluable insights and subject matter expertise in the writing of this blog post.
Google Cloud Accelerates Financial Organizations’ Journey towards Digital Transformation
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When I reflect back on the past year and the pandemic, I’m struck by how the reliance on remote work and operations has changed the fundamentals of business forever. For the financial services industry, this rings particularly true. Many conversations I’m having right now with organizations revolve around embracing a transformation cloud, and thinking of cloud computing not just as an infrastructure decision, but also as the locus for transformation throughout the company.
Today, as we welcome the industry to our Financial Services Summit, we’ll demonstrate just how Google Cloud accelerates a financial organization’s digital transformation through app and infrastructure modernization, data democratization, people connections, and trusted transactions. We hope you’ll join us.
How we’re helping financial services firms build their transformation clouds
At Google Cloud, we continue to focus on areas where we can bring the best of our capabilities to banking, capital markets, insurance, and payments customers around the world. Our work with financial services industry customers has given us a deep understanding of the real-world, specific use cases that matter most to them. This groundwork led us to engineer products and solutions that are open and flexible, not ones that force them to rip out existing investments in ERP or other early IaaS cloud implementations.
It’s why we’ve engineered solutions such as Lending DocAI, Open Banking with Apigee, and Datashare for financial services to help transform the industry. These solutions were created with our customers’ security and compliance top-of-mind and are built at the intersection of user-optimized experience, technology, and sovereignty.
At their core, financial institutions want to drive growth, reduce costs, mitigate risk, stay compliant, and increase efficiency. As a result, when we partner with them on their transformation journeys, we consider three essential focus areas:
- Enabling the human experience and connected interactions
- Building an open and intelligent data foundation for better insights
- Providing the most trusted and secure cloud in the industry
Enabling humans and connected interactions
A company’s transformation is about more than technology; people and culture ultimately drive change. HSBC, for example, recognized its business users would benefit from guided answers to common questions around risk policy compliance, and turned to Google Cloud to leverage AI and machine learning bots to assist employees, ease the burden on policy experts, and improve the user experience. Using Dialogflow, a core component of Contact Center AI, HSBC was able to build a conversational platform that quickly and accurately addresses user needs at scale.
Another example is Equifax, which used Google Workspace to support collaboration not only internally between employees, but also externally with customers. Customers can use Google Cloud solutions for financial services to build these sorts of technology-enabled human interactions quickly and easily—supporting organizational change at scale.
Building an open and intelligent data foundation for smarter, faster insights
The real impact of Google Cloud solutions for financial services comes when the whole company has access to the right information at the right time, and can act more intelligently on that data. Our solutions help businesses safely leverage their data and get a complete 360-degree view of their customers’ information, which can often be scattered across multiple systems (CRM, lending, credit, etc.). This helps financial institutions improve the overall customer experience—and sometimes even develop new products quickly.
Indeed, all financial institutions are looking for ways to grow revenue and reduce expenses, and data can be a critical ingredient to doing both effectively. As daily transactions rise, so does the volume and complexity of data. But to implement new customer experience innovations (and new revenue streams), financial institutions must first capture data effectively. This is why AXA Switzerland, for example, uses real-time analytics on Google Cloud to gain cross-industry insights about future trends and customer preferences.
Financial services organizations also need the confidence of building on a platform that provides choice, flexibility, and agility to move fast. It’s why we have an open cloud approach that allows Google Cloud services to run in different physical locations such as on-premises, other public clouds, and the edge. Customers can also harness the power of data and AI through our open APIs, machine-learning services, and analytics engines on any major cloud platform. This is why companies like Macquarie Bank are taking advantage of Google Cloud’s open, hybrid architecture to modernize and empower its developers.
Compliant and secure to address risk and regulatory needs
As a highly regulated industry, financial services is focused on security and compliance, risk and regulations, and fraud detection and prevention. Google Cloud offers unique capabilities to earn customers’ trust as part of our continuing work to be the most trusted cloud in the industry. Google Cloud provides a secure foundation that you can verify and independently control. Our cloud technology reduces risk and data loss, because it is built on comprehensive zero-trust architecture. Finally, we offer a shared-fate model built on best practices in risk management via automation, guidance, and insurance. This is why customers like BBVA have confidence anywhere their systems may operate.
On the regulatory front, global legislators and regulators continue to focus on the stability of the industry that only a decade ago went through one of the biggest liquidity crises in history. With this oversight comes strong expectations of risk mitigation. Google Cloud offers a single, global set of controls, reviewed by financial institutions and regulators around the world, and verified in collaborative audits—making compliance simpler and less costly for our customers.
Finally, Google Cloud allows financial services firms to operate confidently with advanced security tools that help protect data, applications, and infrastructure, as well as their customers from fraudulent activity, spam, and abuse. We help protect your data against threats, using the same infrastructure and security services we use for our own operations, ensuring you never have to trade-off between ease of use and security. Google Cloud encrypts data at-rest and in-transit. And we now also offer the ability to encrypt data-in use, while it’s being processed for customer VM and container workloads.
Let us help you with your transformation cloud journey
We’ve seen leading financial services companies embrace Google Cloud to help them move beyond infrastructure toward the next phase of their cloud evolution. This is an era where no company is better positioned to lead than Google Cloud, and we’re excited to help you with your journey.
Learn more about Google Cloud for financial services.
Qlik and Google Cloud Combo: Extending Integration of SAP Data on BigQuery
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If your organization is one of the 52% of SAP customers whose top analytics pain point is data integration1, Google Cloud has got you covered. By working with partners like Qlik, we are expanding our integration options and bringing real-time replication capability for SAP to BigQuery.
Integrated data for accelerated insights
BigQuery—our fully managed, enterprise data warehouse that can scale up to petabytes on demand and execute queries in seconds—allows SAP customers to consolidate enterprise data silos and confidently derive more use and value from their data. Customers can accelerate and simplify the delivery of SAP data on BigQuery with the latest Qlik Data Integration platform offering for Google Cloud which allows data integration using an automated, near real-time data pipeline through Qlik Replicate, whether data originates from legacy SAP environments, SAP HANA, or SAP application servers. Additionally, Qlik Compose for Data Warehouses can be used to easily generate and automate logical data models from SAP directly in BigQuery freeing up more time for data analysts to leverage advanced built-in capabilities such as BigQuery ML to derive greater value and insights using standard SQL without the need for advanced programming expertise.
Delivering faster results with real-time
Traditional extract-transform-load (ETL) solutions operate on a batch basis, pulling data sets from SAP daily, hourly, or every minute. These tools often require manual mapping of multiple data fields so that data flows accurately. Given SAP’s highly complex table relationships, in which a single transaction can result in multiple changes, this can be a time consuming and tedious process. ETL can also increase the burden on your SAP systems.
Qlik Replicate simplifies this with its intuitive user interface where you can set up real-time data replication between SAP and BigQuery, eliminating the need for manual coding. And, to prevent system overhead, as soon as a new transaction is entered into SAP, the resulting data is replicated into BigQuery in a process known as change data capture (CDC) from SAP’s log layer. This means that data transfer can benefit from high performance with minimal impact on the source system’s resources. Read our latest white paper to learn how to extract SAP data into BigQuery leveraging Qlik Replicate.
Solution expertise for all core SAP workloads
It doesn’t matter what database your SAP system runs on, Qlik Replicate supports all core SAP systems. It automates real-time data replication and decodes SAP’s complex, application-specific data structures into formats that flow smoothly into BigQuery. This ensures that anyone who depends on data analytics has the most current and relevant SAP data they need. For its robust solution capabilities Qlik has received a new “SAP on Google Cloud Expertise” designation for supporting:
- Fast onboarding and accelerated replication of SAP data into Google Cloud
- Real-time and continuous data replication from SAP applications to BigQuery
- Support for all core SAP modules and a broad set of data sources
- Automated data integration, which cuts resource requirements for initial delivery and ongoing maintenance
Proven customer results
Many SAP customers have experienced the benefits of leveraging Qlik alongside BigQuery for data analytics and AI at scale, including German luxury department store chain Breuninger. In order to meet its customers’ growing and changing expectations,Breuninger needed to accelerate its time to insight from data sources across a highly dispersed landscape of on-premises databases and systems, including SAP. The company uses Qlik Replicate to feed corporate data from modules in its SAP system into BigQuery and integrate its varying on-premises databases with the Google Cloud environment. This has yielded game-changing, real-time customer insights for the retailer.
What could your business do with faster, more integrated insights? Learn more about BigQuery for SAP customers and also how Qlik and Google Cloud can help you modernize and automate data integration and analytics.
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