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Improving customer satisfaction with a secure and reliable payments service

“AccessPay enables us to meet our customers’ needs and demands”

Minaz Miah, Accountant , ZEISS

Improving customer satisfaction with secure and reliable payments connectivity

ZEISS is the world’s leading brand of optic and optoelectronic technology and is represented in more than 40 countries; with over 50 sales and service locations, more than 30 manufacturing sites and 25 research and development centres around the globe.

They specialise in producing high-value equipment that is often at a considerable investment for their customers. Because of the premium price tag, they found that customers were repeatedly requesting more flexible payment options.

‘The customer’s always right’

Facing this increasing demand from their UK customer-base, ZEISS looked to drive client loyalty by helping their customers spread the cost of high-value purchases and larger transactional orders.

To achieve this, they wanted to start offering clients a monthly finance option on purchases; requiring greater financial visibility and a flexible payments structure as a result.

Previously, setting up monthly finance payments for customers was not only time-consuming, but often prone to human error, as the process required individual monthly invoices to be manually issued to customers who wanted more flexibility in their payment terms.

However, this created problems around increasing staff workload and was ultimately deemed inefficient.

The combination of a growing customer demand; coupled with the inefficiencies of traditional processes, made it imperative for the team at Zeiss to find a better payments solution for their premium offerings. With the aim to create a smoother customer journey and an effortless purchasing process for their customers.

Speed to value…

To achieve this, they required a reliable, user-friendly solution that could enable their team to start processing payments securely, efficiently and with as little friction as possible.

“AccessPay enables us to further meet our customers’ needs and demands, and it was implemented within our business in a very simple and easy-to-use way.”

This is exactly what AccessPay delivered; as the integrator between their back-office and Bacs, AccessPay’s implementation delivered an automated Bacs Direct Debit collections process that easily enabled Zeiss to meet the needs of their customers in a new way.

“It has enabled us to introduce a new offering to our customers, by providing us with a platform to take credit payments via Direct Debit payments, which we previously didn’t do.”

The change in payment process isn’t just of benefit to their customers, but also saw greater efficiencies internally, where collecting payments requires less manual input from staff and admin requirements for reporting are more streamlined:

“I am very happy with the system as it is very easy to use, and it makes the admin side of payments much easier, especially when setting up AUDDIS files and collection files.”

Delivering customer satisfaction

“AccessPay enables us to meet our customers’ needs and demands, and it was implemented in our business in an easy to use and simple way”

Offering convenient monthly payments has proved popular, Zeiss has seen a sharp upturn in staged payments from customers. This change in strategy has made Zeiss accessible to a wider customer base, ultimately broadening their revenue streams in turn.

“AccessPay has improved and adapted to Zeiss’ financial strategy in a very simple but efficient way.”

Minaz Miah, Accountant , ZEISS

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