Case Study

Enhancing Efficiency and Customer Experience

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The Problem

Small World struggled to work with payment partners in numerous countries and wanted to move to electronic payments.

Results

Streamlined operations and unlocked greater visibility by working with two core partners instead of many.

Introduction

Small World Money Transfer offers customers a secure, fast, and economical way to send and receive money around the world, no matter the currency.

Services provided by Small World’s 6,000 agencies in 21 countries include cash pickup, account transfers, mobile wallet top-ups and home delivery. Small World customers have the convenience of collecting payments in under 15 minutes and having bank accounts credited within hours.

The Challenge

Small World used numerous payment companies and payment processors/acquirers to provide card-present money transfer services in different countries. Working with multiple vendors — numbering in the double digits — created inefficiencies for Small World, ranging from time-consuming and labour-intensive reconciliation processes to added administrative time necessary for general management of vendor accounts. If Small World had to make changes or troubleshoot a problem, it meant reaching out to numerous people.

To avoid the excessive work that dealing with multiple payment companies and processors/acquirers created for its back office, Small World didn’t widely promote electronic card transactions. Instead, most customers initiated money transfers with cash. Although cash transactions are inherently slower, less secure and require time and labour for banking, Small World found them preferable to managing its multivendor system of payment processing.
Multiple payment vendors were holding Small World back.

Small World agency locations also struggled with inefficient processes that had a negative impact on the customer experiences they could provide. Their payment system required that they re-enter data into payment devices for card-present transactions after entering customer, recipient and transaction information into Small World’s software. Re-keying meant each payment card transaction took extra time while customers waited.

How NMI Helped

Small World chose to upgrade to a solution leveraging NMI’s ChipDNA Gateway and Credorax’s payment processing and acquiring. NMI and Credorax provide services throughout Europe, so Small World was able to reduce its payment partners to just two, eliminating the inefficiencies it experienced when working with multiple vendors.

Small World chose to roll out standalone terminals so it could quickly take advantage of the new system. NMI and Credorax accommodated Small World’s urgency to implement the new system, taking the system live within 10 days. With the new payment functionality that the NMI-Credorax system provides, Small World began to promote credit card transactions, making money transfers faster and easier for its customers and minimizing security concerns and the time labor required for cash handling.

Small World also chose the new solution for its flexibility. NMI’s ChipDNA Gateway integrates with a wide variety of payment terminals, so agencies can select models that best suit their operations. Small World agency locations with teller windows can select terminals that mount on the glass for customers to quickly make card payments and businesses such as convenience stores that act as Small World agencies can opt for handheld or countertop terminals, depending on the environment in which they’re used.

The Results

In less than two weeks, Small World upgraded to a system that enables them to accept payment cards for money transfers with customer-centric ease and backoffice efficiency.

Small World has new visibility into all card-present transactions through the NMI reporting tool — and no longer deals with reconciling payments made through numerous vendor accounts or managing multiple vendors.

The Future

Small World plans to improve the speed and efficiency of transactions even more by fully integrating the payment system with its software. Integrated payments will further enhance customer experiences and accounting and management efficiencies.

The NMI-Credorax solution allows Small World to be more competitive in the global digital remittance market — projected to increase from $1.93 billion to reach $8.61 billion by 2025 — by providing the quick and convenient service consumers demand and operating with greater efficiency.

About NMI

NMI is a leading global full commerce enablement platform, processing more than $195 billion in payments annually. We enable payments for over 3,300 partners and over 267,000 merchants around the world and across the entire commerce ecosystem: online, in-app, mobile, in-store, unattended and whatever’s next. We’re constantly innovating in order to power the next era of payments, building in the latest technology so ISVs, ISOs, Banks and Fintech Innovators can focus on what they do best. NMI has offices in the US and UK and serves global customers.

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