Navigating Connectivity Challenges for World Duty Free
Significant reduction in payment failures
Addressed 30-40% failure rate with Adyen's 100% uptime.
Rapid integration timeline
Completed integration in 6-8 weeks from Proof of Concept approval.
Enhanced reliability
Ensured end-to-end reliability and improved financial integrity across stores.
Challenge
Overcoming Payment Disruptions
Global travel experience player Avolta, operate the World Duty Free stores on-board P&O ferries, with approximately 70 payment devices in use.
Inconsistent on-board connectivity to the payment provider was the business challenge. Weak and intermittent satellite signal is not uncommon in this kind of setting but for World Duty Free this was causing a 30 – 40% payment failure and P&O ferry customer frustration. The connectivity issues and an unreliable solution had meant a return to stand-alone PEDs with manual transaction processing and a disjointed process.
Approach
Proof of Concept and Provider Evaluation
Transactions were commencing online but then failing with the legacy architecture of the existing payment service provider (PSP) struggling in the grey area of on and offline.
PMC conducted an analysis of the incumbent PSP and a comparison with a range of alternative PSPs. It became clear that different providers deliver varying levels of performance.
Using the PMC Graphene platform, with out-of-the-box integration to multiple payment service providers, multiple test scenarios were repeatedly run. Each deploying a PED, payment provider and the Graphene platform.
The three payment platforms tested returned a range of performance results, emphasising the importance of payment provider selection and its impact on customer experience and confidence in the retail brand.
For the World Duty Free P&O ferries use case, only Adyen delivered 100% uptime and performance. The PMC analysis proved how much a chosen technology can hinder or enable a successfully completed customer journey.
Solution
Legacy System Integration – in just 8 weeks
With the Proof of Concept determined but the existing World Duty Free POS unable to integrate with Adyen, the next challenge was the legacy system modernisation. Typically a costly and time-consuming project, PMC was instead able to easily deploy the Graphene platform as the payment middleware and interface between legacy PoS and Adyen.
PMC delivered a rapid outcome, just 6 – 8 weeks from POC sign-off to solution deployment. From the first Consulting engagement to project conclusion was a slick 6 months. Switching to a new payment service provider has historically been a painful process for retailers, but the quick POC and ability to rapidly deploy the Graphene platform, with in-built PSP integration, made this payment integration project much simpler. It takes the unique combination of POS expertise, integration experience and the PMC Graphene platform to deliver such exceptional results.
Outcome
The commercial win
World Duty Free has benefitted from a cost effective POC and a rapidly deployed integration solution delivered on the promise of the first consulting engagement. A great example of seamlessly defining a business problem, proving a business case, presenting a solution and completing a successful roll out middleware on a simple SaaS contract.
PMC has taken away the headache of integration to our new payment service provider. Being able to reintroduce an integrated payment solution brings huge benefits to stores and our customers in store. We now have end-to-end reliability with better finance integrity. We are also able to deploy Adyen for ecommerce.
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