Limiting Exposure to Fraudulent Transactions
Limiting Exposure to Fraudulent Transactions
The Opportunity
The Opportunity
Worldpay needed a multi-channel communication campaign that encouraged customer adoption of a multi-step terminal software update to limit fraud exposure.
Industry
- Card Processing & Services
Project
- Website Design & Build
- SEO Strategy
- Direct Mail
Deliverables
- SEO Optimization
- Content Strategy
- Customer Insights
- Experience Design
- Analytics
- Creative Development
- Video
- Web Development
- Tri-fold Brochure
- Channel Strategy
The Solution
Understand
Understand
We set out to understand why the Small-to-Medium segment had not upgraded their terminals despite prior communication attempts from Worldpay. After meetings with customer service associates as well as customers, it became clear that the installation process needed to be simplified and customers needed more assistance in the process.
Plan
Plan
Leveraging our new insights, we created campaign messaging and a channel strategy that included email, robocalls, print and an internet microsite. To simplify the adoption process we partnered with the product team to simplify the installation process. We personalized communications by using customer data to ID each customer’s specific terminal device(s).
Execute
Execute
With an eye to reducing call center volume relating to the update, we built a microsite to communicate the two-pronged message. We then created a highly visual and streamlined step-by-step slideshow with instructions to clearly explain the software update installation process.
The Outcome
Our campaign drove terminal upgrades that resulted in significant fraud savings to Worldpay and their customers by effectively transitioning customers to more secure EMV ready terminals.
Reduced company liability by over $600,000 per month in the first 60 days.
The campaign saw a 70% conversion rate in EMV-readiness software downloads.
Working the Worldpay Way Award
WINNERAs a result of the successful campaign, we were delighted that Worldpay’s communication team was awarded the “Working the Worldpay Way Award” for redefining how to develop effective customer experiences.
