Emergency Action

Posted on

The Perfume Shop recently found themselves in a critical situation where some of their stores were unable to process card payments. 

According to the UK Card Association, Payment card expenditure in January 2016 amounted to £52.6 billion, £2.3 billion more than the previous year. The number of card purchases reached a record monthly total of 1.2 billion, up by 112 million on January 2015. This highlights just how important the role of payment cards play for the consumer, therefore emphasising just how grave this was for The Perfume Shop. 

After some investigation into the issue, it was determined that the multiple Pin Entry Device (PED) failures was caused by a faulty cable. The cable was efficiently and quickly sourced and a detailed project was implemented to get the perfume shop up and running as normal as quickly as possible. 

However, this crisis left 20 stores completely unable to take any payments, which of course, required urgent same-day attention. The only way to complete this was to log high priority calls for all sites. This means that 20 high profile stores needed a visit within hours.

The cables were promptly sent to each field service engineer, who attended the call and replaced the faulty cable providing the store with a fully working PED, allowing them to trade efficiently again. 

They said:

“Just a quick note to you and your team to say thank you for the prompt response to the 20 x P1 calls and for arranging engineers to be onsite at all 20 stores the same day.”

“Please extend this message to all those involved and once again, many thanks!”