A mission more complex than it first seemed
My mission was to manage a payment migration across all French clients using Bill ordering kiosks, representing 23 clients. The goal was to bring the payment terminals used on these kiosks into compliance between October 2025 and May 2026.
In a standard proximity payment setup, the contract used is ERT10. On a self-service kiosk, where the customer orders and pays independently, the adapted contract is ERT45. I had to collect proximity and unattended payment information, including CONECS meal-voucher equivalents, send them to our payment provider and then carry out the migration in Bill’s system.
At first, I thought it would mainly involve sending a request, collecting information and making updates. In reality, the collection process lasted almost eight months.
Understanding before explaining
During the first exchanges, I had limited information and the request was not clear enough, neither for me nor for the clients. I asked internal questions, conducted my own research and contacted our payment provider directly to understand the contract differences, the compliance stakes and the steps required for a proper migration.
This learning curve helped me adapt my communication and answer questions more precisely. It also revealed an initial omission around CONECS, which required us to contact some clients again after they had already completed part of the process.
Managing 23 different situations
I centralized all information in Google Sheets: contacts, requests sent, contracts received, migration statuses with the provider and within Bill, plus remaining actions. HubSpot helped me send requests, follow up by email or phone and keep a trace of exchanges over several months.
The main challenge was fitting this migration into the priorities of clients already busy with daily operations. Some were renovating, others were opening a location, and many did not immediately see the impact of the change. When we clearly explained the risk of no longer being able to take kiosk payments after the deadline, the final replies accelerated strongly.
The result
The mission covered 100% of the French scope: all 23 clients equipped with Bill ordering kiosks. This result relied as much on operational tracking as on the ability to understand the topic, rephrase the request and adapt communication at every step.
This experience taught me that data collection is never just an administrative task when it enables compliance. It becomes a real project, with framing, stakeholders, risks, dependencies and a constant need for traceability.