CitizenM: Optimizing the customer experience with Adyen
Founded by Jane Lu in 2010 from her parent's garage, Showpo has become one of Australia’s fastest growing online apparel businesses. It's the place to go for the latest fashions, accessories and beauty products.
With a background in accounting and corporate finance, Jane returned from a year travelling overseas inspired to ditch cubicle life and start her own business.
At the start her only arsenal was a laptop and some basic stock. Now, Showpo is an online global fashion behemoth that ships to 80 countries.
A disruptor in retail and a leader in social media marketing, Showpo boasts an online following of more than 2.8 million and is on track to hit $100 million in revenue by 2020.
"We want to make international customers comfortable and confident shopping with Showpo and Adyen helps us do that"
It goes without saying Jane has a big vision for her business, and to achieve that, she needed a partner to ensure the back end of her business runs as smoothly as the front end.
“We’ve had phenomenal growth over last few years. But to get to the next level, we needed to find the right partner,” she says.
Lu is pursuing an ambitious global growth strategy, which is one of the main reasons Showpo has appointed Adyen.
“We want to make international customers comfortable and confident shopping with Showpo and Adyen helps us do that,” she adds.
Paul Waddy, Showpo’s Operations Manager, explains how working with Adyen has transformed the business.
"Alipay used to be in the too hard basket. But with Adyen, before long we had it on the site and we could start trading"
“It’s easy knowing we only have to deal with one group for all our payment solutions. This gives us more time to focus on helping customers,” he adds.
Moving into international markets, it’s important to the Showpo team to localise its offering so the shopping experience is seamless no matter where its customers are located.
“We can accept local currencies without having to go to the market and open local bank accounts. Alipay used to be in the too hard basket. But with Adyen, before long we had it on the site and we could start trading,” Waddy explains.
Previously, Showpo separated fraud detection from its payments gateway and worked with two different providers. Adyen has integrated the two functions on the same platform.
“So in one portal we can login and look at our transactions or our sales and settlements. And in the same portal we’re able to look at all our fraud and chargebacks,” says Waddy.
“The confidence we have in Adyen’s fraud solution means we can take resources away from that to focus on other areas,” he adds.
Lu says her team has enjoyed the ease with which they have been able to onboard Adyen and work with the team.
“Having a secure payment gateway that offers different payment methods is one of the key drivers of our growth,” she says.
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