C&A provides affordable, trendy clothing for the whole family and is one of the leaders in the fashion industry in sustainability and environmental responsibility. The group operates 1,500 stores in Europe, including 133 in France. When stores in France experienced temporary closure periods due to Covid-19, C&A wanted to offer its customers a responsive Call-and-Collect service, in addition to their e-commerce site. In search of a partner to ensure the security of their transactions, they approached BNP Paribas and Paytweak. Benoît Trochet, CFO of C&A France recounts his experience.
CFO, C&A France
Why did you reach out to Paytweak and BNP Paribas? What were your needs?
At C&A, we are always looking to strengthen the customer experience with services tailored to the current situation.Our customers being at the heart of our concerns, we want to maintain in all circumstances this close link that unites us and to meet their increased needs for immediacy.Like all so-called "non-essential" stores, the health crisis has severely constrained us since all of our stores have experienced temporary closure periods.
In addition to the e-commerce site, C&A wanted to offer its customers a very responsive Call-and-Collect service. By calling our dedicated team, this service allows our customers to identify and select the available products that we reserve and prepare in the nearest store. We called on Paytweak and BNP Paribas for the transactional aspect, a crucial step for our security and that of our clients (authentication, confidentiality, data integrity and archiving). We were looking for a partner to match the trust our customers place in us.
What was the solution developed by AXEPTA BNP Paribas and Paytweak?
To support our Call and Collect service, C&A obviously did not want to make any concessions on the security, fluidity and ease of the transaction for our customers. Teaming up with Paytweak, Axepta BNP Paribas offered us a payment module that meets all our requirements. In a matter of a few days, we were able to create our secure payment link to send to our customers. Online payments are made on PCs, tablets or smartphone in complete security and communication, both upstream and downstream of the transaction is adapted.
For us, it also means the convenience of real-time monitoring and the guarantee of an optimised conversion rate.
What has been the impact on your business?
This solution has allowed us to offer to our customers the flexibility of a new, complementary and efficient shopping experience. I would like to emphasise the excellent responsiveness of the BNP Paribas and Paytweak teams during the implementation of this project, which has enabled all our customers to be able to continue buying our products, despite the current confinement measures. The speed of execution was key to the overall success of this project.
For C&A, this is a new experience consistent with our multichannel and Web-to-Store development strategy.