Hotter, the UK’s biggest shoe maker and innovative multichannel retailer with 46 stores, has implemented a new payments solution as part of its ongoing improvement program to increase retail customer satisfaction.
Following the successful go-live of a new EFT (electronic funds transfer) managed solution from K3 Retail and payment provider VeriFone (previously Commidea) the integrated solution now manages customer’s payment transactions seamlessly.
Hotter has plans to open another 10 – 20 stores in the 2013 financial year in the UK. It has worked closely with K3 Retail and its partner VeriFone to ensure that the new managed EFT terminals are fully PCI compliant with in all its stores. Hotter manages customer interactions through the K3 Call Centre solution in its 120 seat call centre.
The implementation of the VeriFone solution to all stores has meant that Hotter is now able to run a single payment solution across all channels. The VeriFone solution and K3 implementation has been an enabler for PCI compliancy which is a key business and customer security requirement.
The managed payment solution has resulted in unlimited retail credit card transactions, meaning that the retailer isn’t charged per transaction, which in turn, has reduced the overall cost of transactions. The integration to the POS has improved the customer experience and reduced the number of receipts, in turn doing its part for the environment.
David Ainsworth, Head of IT at Hotter Shoes, says, “The business strategy at Hotter is to support our customers’ expectations whilst interacting with a multichannel organisation, and to improve the information that we rely upon when working with our customers. One of the changes required to support this objective was to implement a single payment provider across all sales channels, so we made the decision to find a vendor who could provide us with a streamlined and integrated payment solution.”
He continued, “An additional benefit of this change was a reduction in the PCI DSS scope due to the solution “tokenising” the payment information, which reduced the costs and timeframe for achieving PCI DSS compliancy.”
David Ainsworth added, “K3 were able to identify a supplier who could offer us a solution that covered all our channels (MOTO, web and retail). The implementation across our retail stores went well and was delivered on time. The feedback from the retail store managers has been very positive, as the interaction at the point-of-sale solution has been simplified and is in line with customer expectations.”
Iain Embrey, Customer Services Director at K3 Retail, said, “We look forward to continuing our work with Hotter to further support their store expansion plan and consolidated platform to sustain their operations going forward.”