Michael Hill helps customers continue to celebrate life’s special moments

Direct selling and a new payment channel help deliver personalised customer experiences and enable remote work for staff across 300 stores.

Adyen, a global payments platform, recently announced that speciality jewellery retailer, Michael Hill, implemented its Pay by Link technology to support remote sales and facilitate the redeployment of store staff while stores across Australia, New Zealand and Canada were closed due to COVID-19.

With stores facing temporary closure, Michael Hill was determined to maintain its personal connection with customers and ensure that their special moments would continue to be celebrated during the lockdown. With a strong online store already in place, the jeweller needed a solution that would help it take payments directly from other channels like newsletters, shoppable catalogues, and virtual appointments.

Matt Keays, CIO at Michael Hill, swiftly engaged Adyen to adapt and roll out Pay by Link technology. This enabled it to take customer payments via any contact channel – in a convenient, personal and secure manner – and ensured each store could recognise individual sales.

Michael Hill has seen a significant boost in sales from its digital business, with late April and early May sales outperforming the prior record digital sales week from Christmas 2019. Pay by Link transactions helped achieve those sales, and helped Michael Hill introduce direct selling and redeploy store staff into remote customer service and fulfilment roles.

About Michael Hill International

Michael Hill International was founded by Sir Michael Hill in 1979 when he opened his first jewellery store in Whangarei, New Zealand. The Group currently has nearly 300 stores globally across Australia, New Zealand and Canada. The Group’s global headquarters, including its wholesale and manufacturing divisions, are located in Brisbane, Australia.

About Adyen

Adyen (AMS: ADYEN) is the payments platform of choice for many of the world’s leading companies, providing a modern end-to-end infrastructure connecting directly to Visa, Mastercard, and consumers’ globally preferred payment methods. Adyen delivers frictionless payments across online, mobile, and in-store channels. With offices across the world, Adyen serves customers including Facebook, Uber, Spotify, the Cotton On Group, Showpo and Kogan.com.

 

SHARE THIS ARTICLE

FURTHER READING

The human tapestry of unique neurotypes

There is a slow shift towards incorporating design aspects that create more inclusive shopping experiences for customers of all neurotypes. Retailers willing to explore this hidden customer segment can deliver a more easy, engaging and inclusive experience both in-store and online.

Retail Voice CEO Message: 15 March 2023

Retail crime continues to be a concern with many businesses recording an increase in shoplifting. 
 
In the latest Bureau of Crime Statistics and Research data coming out of New South Wales, retail theft increased 23.7% year-on-year.  

Retailers have an important role to play in closing the gap

Today is National Closing the Gap Day, a day of action to pledge support for achieving indigenous health equality by 2030. As part of the ARA’s reconciliation journey, we have made a commitment to use our reach to raise awareness with our members about days of significance for First Nations communities, like Closing the Gap Day.