PETALING JAYA: For many small businesses, going digital is the first step toward a bigger transformation.
Nailed It Manicure and Pedicure co-founder Norulain Hassan has already equipped her beauty salons with digital payment systems.
Her latest branch in Shah Alam is now fully cashless.
“Initially, older clients were sceptical, fearing scams. But after educating them, they became comfortable using the system,” she said in an interview.
Norulain believes business owners must play a role in raising awareness of digital adoption among their customers.
Running five outlets in the Klang Valley, she sees potential for further digitalisation in her operations.
“We embrace technology, but there is also a need for the human touch, especially in the service industry.”
She noted that automation could handle certain tasks, allowing her staff to focus on delivering quality service.
However, transitioning to digital took time, and Norulain hopes the government will provide grants or incentives to help businesses explore digital solutions.
Food and beverage business owner Jo Ahmad secured a government grant to upgrade his point-of-sale (POS) system.
“We were approached by a government agency to try out its POS system through a grant, which also covered training and setup,” he said.
However, he encountered technical issues, including missing orders, which slowed operations.
Integrating the system with third-party platforms like Shopee and Grab also proved challenging.
Eventually, Jo returned the devices to the government but remains open to digital solutions.
“As an F&B business operator, I want to ensure all payment options are available to customers,” he said.
“Give entrepreneurs like me a better digital infrastructure because we are willing to learn,” he said.
For food stall owner Lina, cash remains the preferred payment method for her customers.
Operating a breakfast stall selling laksam and nasi lemak in Sg Buloh, she provides a QR payment option but does not plan to go fully cashless.
Malay Economic Action Council (MTEM) president Norsyahrin Hamidon said merchants in urban centres have to adopt QR payment in view of customers’ preferences.
“About 95% of small merchants in urban areas with reliable Internet access have integrated QR payments,” he said.
Norsyahrin cited over two million merchants registered with TNG Digital and more than a million with DuitNow.
However, he stressed that digitalisation extends beyond QR payment systems.
“This includes adopting phone-based POS systems, developing e-commerce platforms, or using third-party services like Shopee, and engaging in digital marketing via email and social media,” he said.
Still, Norsyahrin observed that many SMEs remain hesitant due to concerns over scams, lack of awareness and poor Internet connectivity.
