A conversation with Andrés Caraballo, Kevin O’Connell, and Edgar Arutunyan
What gets partners excited about a product—and what happens once merchants start using it?
For this edition of From the Field, Amit Zenou, VP of Marketing & Communications, brings together perspectives from Product, Sales, and Support to explore how DejaPayPro continues to evolve.
Andrés Caraballo, DejaPayPro Product Manager; Kevin O’Connell, Senior Account Executive, Strategic Accounts; and Edgar Arutunyan, from Support, share what they hear from the field, the developments that stand out to them, and what those experiences mean for our partners.
Amit Iris Zenou
VP of Marketing & Communications
Andrés Caraballo
DejaPayPro Product Manager
Kevin O’Connell
Senior Account Executive
Edgar Arutunyan
Support Manager
Responses have been edited for length and clarity.
Amit: When you talk to partners about DejaPayPro, what gets them excited?
Andrés: Incremental Pre-Authorizations generate a lot of interest among ISOs. It’s a capability that gives them something tangible to discuss when addressing a merchant’s requirements.
The all-in-one capabilities of the P8 and P8 Dual also stand out. And the Clover Import Tool remains an important part of onboarding—we still see many ISOs using it regularly to help merchants transition.
Kevin: The P18 and P8/P8 Dual hardware, Cloud Sync, and Order & Pay at the Table all get attention. Partners are excited by how much functionality they can offer through the platform.
A recurring reaction is that DejaPayPro has surprisingly robust capabilities, comparable to larger POS systems, while remaining cost-effective. That gives partners a strong story to bring to merchants.
Amit: Edgar, you see what happens after deployment. What are merchants telling you that influences the product?
Edgar: Working in Support, I see how much merchant feedback helps shape DejaPayPro. Sometimes it reveals a bug we missed, and sometimes it introduces a real-life situation we hadn’t considered.
Tips are a good example. Previously, they were assigned to whoever closed the order. But one server might look after a table while someone else closes the transaction. Merchant feedback helped us recognize that distinction, and we introduced a feature that assigns tips to the employee who created the order.
Merchants help us see the product from a different perspective. Something that seems straightforward during development can work differently during an actual shift.
Amit: That’s a small change with a practical impact. What makes the biggest difference in a merchant’s everyday experience?
Edgar: The ability to adapt to how merchants run their businesses. They have their own routines, responsibilities, and ways of serving customers, and the software needs to support those workflows.
Processing payments is part of it, but so are managing tables, handling tips, and tracking sales. From what I see in Support, improvements to those daily activities can make a big difference.
Kevin: From the sales side, the breadth of functionality is an important part of that conversation. Partners can introduce merchants to capabilities they might expect from a larger system, while still offering
a cost-effective solution.
Amit: Which capability is a personal favorite—and why?
Kevin: QR Code Ordering, online or at the table. We developed it in response to COVID-era needs, allowing customers to order and pay before their purchases were brought out to them.
It stands out because it addressed a specific need at a time when businesses were changing how they served customers.
Edgar: For me, it’s Table Management in the Android app, partly because of what we learned while developing it.
Our first version looked great. Merchants could upload a floor plan and arrange tables to match their restaurant. But we realized that looking good didn’t necessarily make it convenient to use.
That experience pushed us to rethink the feature and focus more closely on the user experience. It improved the product, but it also influenced how we approach development.
Amit: Kevin, you also mentioned Table Mapping as a milestone.
What made it memorable?
Kevin: Seeing Table Mapping introduced on iOS was an important moment. Now that functionality has expanded to Android as well.
It’s exciting to see the product continue to develop and give partners more capabilities to bring into their merchant conversations.
Amit: Your perspectives capture two parts of the same journey: the excitement of introducing a capability and the learning that happens once people use it. Edgar, your example shows why that second part needs just as much attention.
Edgar: Exactly. Merchant feedback helps us understand whether something works conveniently in the setting it was designed for. That’s where we discover opportunities to improve.
Amit: Andrés, where do you see that connection between a product capability and the partner’s work?
Andrés: The Clover Import Tool is a good example because partners continue using it during onboarding. It supports a task they perform regularly when bringing merchants onto DejaPayPro.
Incremental Pre-Authorizations address another part of the conversation: helping partners respond to a particular business requirement. Different capabilities matter at different stages, from presenting the solution to getting the merchant started.
Amit: We’ve talked about features, but this piece is also about the people behind them. What makes you proud of the team?
Edgar: The way Support and Development work together during critical situations. Sometimes an urgent fix or investigation is needed before an important event, and everyone comes together to get it done.
We work across different time zones, so we only have a few overlapping hours. During that time, the coordination is impressive. Being able to contribute to those efforts makes me proud to be part of the team.
Kevin: Looking ahead, one of the things that excites me most is having a strong team supporting and growing DejaPayPro. That support matters as the product continues to evolve.
Amit: What should partners take away from this conversation?
Across Product, Sales, and Support, the connection to the field takes different forms.
For Andrés, it’s the capabilities that help partners address merchant requirements and simplify onboarding. For Kevin, it’s seeing what resonates in a sales conversation and watching the platform expand. For Edgar, it’s understanding what happens during everyday use—and bringing that experience back to the team.
Together, those perspectives show how DejaPayPro develops through ongoing conversations with the people presenting, deploying, and using it.
