Adyen & L'Occitane en Provence
Unified payments to elevate the client experience
L’Occitane en Provence is a renowned cosmetics and wellness brand. It embodies the essence of the French Provence region with expert and natural products, and their commitment to sustainability. Its operations span multiple markets, with over 3,000 points of sale across 90 countries, including stores, spas, and hotels.
L’Occitane partnered with Adyen in 2022 to enhance the customer experience and streamline internal processes. Thanks to the partnership, the brand has reimagined payment management to make it more modern, centralised, and efficient globally.
20%
20% reduction of reconciliation time
+98%
global POS authorisation rate
40
payment methods added across markets
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L'Occitane has chosen to collaborate with Adyen to provide a high-quality customer experience and simplify its internal processes.
Chapter 1: Simplifying payment management
The challenge: Fragmented payment systems, difficult reconciliation
Before integrating with Adyen, L’Occitane used more than 40 payment systems specific to a market or region. This fragmentation significantly burdened finance teams by complicating billing and financial reconciliation. Tracking transactions was complex and prone to error, raising operational costs and hindering productivity and growth globally.
The solution: A unified payments platform
L’Occitane consolidated all its transactions from physical stores, ecommerce sites, and wholesale counters into a single interface with Adyen’s unified platform. The integration allows real time financial flow tracking, reduces friction points, and simplifies management.
"With Adyen, we transformed payments from a point of friction into a true asset in the customer journey."
Hélène Goetzelmann
VP Client Experience, L’Occitane en Provence
The result: Remarkable efficiency gains
This transformation reduced the time spent on payment reconciliation by 20%. Centralising operations has improved transparency and automated repetitive manual tasks like payment reconciliation. Internal teams can now focus on higher-value tasks thanks to improved financial data accuracy, a critical advantage for steering a business of this scale.
Chapter 2: Satisfying customers with flexibility and innovation
The challenge: A fragmented system limiting customer experience
L’Occitane is renowned for its artisanal expertise and iconic brand image. The brand attracts a discerning clientele seeking refinement and unique experiences and is accustomed to high service standards both online and in-store.
L’Occitane’s fragmented payment systems slowed the adoption of new methods like Apple Pay or Google Pay and restricted the brand’s ability to cater to local preferences, directly impacting satisfaction and loyalty.
The solution: An elevated omnichannel experience
Adyen’s omnichannel technology enabled L’Occitane to implement modern, flexible payment solutions like Click & Collect and contactless payments. They added over 40 payment methods tailored to meet the needs of different markets, including Alipay for customers in Asia and Klarna for shoppers in Europe.
The result: Increased satisfaction and higher conversion
These improvements allowed L’Occitane to improve customer satisfaction and increase conversion, reinforcing L’Occitane’s position as a trusted and innovative brand. Customers can now start their shopping journey online and complete it in-store seamlessly. International customers can shop carefree with a simplified tax refund process.
"The integration of Adyen has helped us better meet the needs of our international clientele, including the ability to pay in their local currency."
Hélène Goetzelmann
VP Client Experience, L’Occitane en Provence
Chapter 3: Strengthening security and customer trust
The challenge: Heightened fraud risks
Multiple payment systems increased exposure to fraud risks and complicated chargeback management. Without a centralised prevention solution, L’Occitane struggled to identify suspicious transactions or address customer claims quickly, impacting customer trust.
The solution: Enhanced security with Adyen
L’Occitane en Provence has benefited from complete transaction transparency and a comprehensive, secure solution that is compliant with local and international regulations. Our platform includes advanced fraud detection tools powered by AI, helping the brand identify and block fraudulent transactions in real time.
“Our fraud rules were made much more impactful, consistent, and powerful. By integrating several touch points and channels, Adyen helped strengthen our fraud rule management.”
Hélène Goetzelmann
VP Expérience Client, L’Occitane en Provence
The result: Reduced risks and increased loyalty
L’Occitane has seen a significant drop in chargebacks and has positively affected customers’ perceived security. This trust helps retain existing clients and attract new ones drawn to their values of transparency and reliability.
Giving Back: Amplifying social impact with every transaction
The challenge: Having a positive impact on society and the environment
As a B-Corp, societal and environmental commitments are central to the brand identity of l’Occitane en Provence. The company was looking for ways to help their commitment to contribute to nature and local communities.
The solution: Easy charitable donations with Adyen Giving
The brand saw an opportunity for customers to make charitable donations at checkout with Adyen Giving. The feature allows customers to donate to charities effortlessly and at no additional cost to them or the brand.
The result: A new meaning to their values
Adyen Giving offers customers a direct way to support causes they care about, aligning with L’Occitane’s CSR strategy. By incorporating this program, L’Occitane has given a new meaning to its values and strengthened its emotional connection with customers.
"Adyen Giving perfectly complements our strategy. We’re always looking to maximize our positive impact for local communities and the planet, and this commitment has become even stronger since our B-Corp certification 2 years ago."
Hélène Goetzelmann
VP Client Experience, L’Occitane en Provence
Conclusion: Elevating customer experience through payment innovation
By simplifying operations, innovating the customer experience, and embedding its societal values into the purchasing journey, L’Occitane illustrates how payments can become a strategic lever. Together with Adyen, the brand has modernised its operations and also laid the groundwork for sustainable, responsible growth.
