Case Study /

The Stone’s omnichannel approach calls for collaboration

A mobile-friendly payment process plays

an important role in this, and Ingenico’s checkout is seamlessly connected to the mobile devices that

our customers use.Bert van der Schelling, The Stone

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The Stone is a multi-brand clothing store with forty physical retail outlets spread across west and central Netherlands.

From 2009, The Stone has also been active online, and the company has evolved from a multichannel retailer to a

retail organization with an omnichannel architecture. The speed at which new developments, data and technologies

are emerging, called for concrete measures. With a mobile-first strategy, a big data (loyalty) environment, and a

full integration of eCommerce processes into the overall business architecture, The Stone has evolved into a major

omnichannel player.

Ingenico ensures shoppers can make payments on every platform

(e)CommerCe

The roAd To AN omNIChANNel orgANIzATIoN

The line between traditional and online retail is fading,

and physical and online payments will be integrated even

further. To achieve this, divide, The Stone’s partner, works

closely with Ingenico ePayments, the online and mobile

commerce division of Ingenico group. The number of ways

in which a customer is able to make payments is still

increasing, and divide has already integrated a number of

Ingenico’s innovations in the field of payment acceptance in

The Stone’s stores.

Seamless communication between the physical cash

register, back office, loyalty program, and eCommerce

platform is an important step for The Stone in order to

be truly omnichannel. Flexibility is key, and this applies

to all systems. The collaboration between The Stone and

its partners Ingenico, divide (eCommerce platform), ACA

(erP), 2Factors (big data), and online marketing agency

multiply, enables generation, selection, interpretation,

and distribution of relevant and consistent consumer

information through integrated links and technology.

Ingenico also ensures the correct handling of the retailer’s

payments and returns.

Bert van der Schelling, operational manager at The Stone:

“Integration between strategy, creation, engineering, and

marketing is a requirement. It is not feasible to immediately

get all the knowledge and skills on board. By creating one

customer, one password, and one overall synchronization of

data through each connected application, we are able to be

even more relevant in our expressions.”

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By creating one customer, one

password, and one overall synchronization of data through each connected

application, we are able to be even more relevant in

our expressions.Bert van der Schelling, The Stone

The Stone’s ‘refund tool’ was developed in collaboration

with erP supplier ACA, Ingenico ePayments, and divide.

This refund tool provides an automation process for

handling returns, meaning return payments no longer

need to be processed manually. By scanning the returned

items, a refund will be issued immediately. Through the

divide eCommerce platform, the consumer will receive an

automated and personalized return confirmation via e-mail.

Van der Schelling is very excited about the automated

refund possibilities Ingenico offers.

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reFuNdS | error-Free ANd FAST

“The processing time to handle refunds has decreased by

60 percent, the payback period has been reduced, and the

number of errors has also been minimized. This is greatly

appreciated by our customers.”

The processing time to handle refunds has decreased by 60 percent, the payback

period has been reduced, and the number of errors has also

been minimized. This is greatly appreciated by

our customers.

Bert van der Schelling, The Stone

groWTh ouTSIde The NeTherlANdS

Payments acceptance is now connected to, among other things, usability and back office integration. divide’s eCommerce

platform is part of a multilayer IT architecture, which allows payments and shipping methods to be adjusted for each

country. For instance, The Stone’s Belgian web shop, www.thestone.be, offers a choice of all relevant local payment

methods, such as INg homepay, KBC online, Belfius, and Bancontact misterCash. Ingenico’s platform ensures that new

payment options can be added easily.

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moBIle FIrST!

Customers no longer go online, they live online. The

customer journey is becoming increasingly digital and

interactive. Sander goedhart, omnichannel manager at

divide: “Mobile is no longer a mere orientation and sales

channel, it is an integral part of the strategy and future of

fashion retailers. Fashion shopping equals mobile shopping!

At The Stone, more than half of the visitors enter the store

through a mobile device.”

Van der Schelling: “Therefore, The Stone follows Divide’s

Mobile-First strategies and technical roadmap in terms

of user experience (UX), features, and performance. A

mobile-friendly payment process plays an important role

in this, and Ingenico’s checkout is seamlessly connected to

the mobile devices that our customers use. Furthermore,

Ingenico ePayments provides end-to-end security, control,

and monitoring of merchant transactions through a

centralized payment solution.”

Curious about how we can go further together?

Visit www.ingenico.com/epayments