- The Story
Euronet epay, part of Euronet Worldwide (NASDAQ: EEFT), is a leading global provider of digital payment processing and prepaid solutions. The company connects brands and consumers through a vast network of retail terminals, offering gift cards, business incentives, and omnichannel payment solutions across physical and digital environments.
To support its growing retail presence in Greece, Euronet epay Hellas manages thousands of POS terminals and devices that enable seamless digital transactions for partner retailers and consumers.
The Challenge
As Euronet epay expanded its retail terminal network, managing the supply chain, maintenance, and technical support for POS terminals and their components became increasingly complex.
The organization needed greater efficiency and visibility in:
Tracking inventory, logistics, and device status across multiple locations
Coordinating technical support and issue resolution between internal teams and vendors
Managing change requests and approvals for device configurations and software updates
Maintaining auditability and SLA compliance throughout the equipment lifecycle
Fragmented systems and manual workflows limited transparency and slowed response times – impacting operational agility.
The Solution
ITBS partnered with Euronet epay to design and implement a custom BPM-driven collaboration and workflow platform dedicated to managing POS equipment lifecycle and support operations.
The solution provides:
End-to-end visibility of terminals and spare parts, from procurement to deployment and servicing
Automated workflows for support tickets, issue tracking, and change management
Centralized communication between technical teams, vendors, and field service units
Integrated dashboards for monitoring KPIs, SLA adherence, and performance trends
Traceable, compliant documentation for audits and operational reporting
Aligned with Euronet epay’s governance and IT security standards, the system supports both scalability and regional customization.
The Outcome
The BPM-based workflow platform enabled Euronet epay to significantly improve operational efficiency and service quality. By automating and standardizing key processes, the company reduced manual overhead while enhancing collaboration across internal teams and external partners. The solution provided full traceability of device movements, issue histories, and technical resolutions, resulting in faster turnaround times for terminal support and maintenance and a more transparent, data-driven operational model.
The Impact
Through its collaboration with ITBS, Euronet epay established a unified, process-driven framework for managing its POS equipment supply chain and technical support operations. The new model has delivered faster, more reliable service to retail partners, improved operational transparency, and strengthened control across the entire device lifecycle. It also provides a scalable foundation for future digital transformation initiatives, enabling Euronet epay to continue expanding its payment network with agility and confidence.
