Laings is a luxury, independent jewellers and family business that has stood the test of time. Founded in 1840, they have a fascinating story to tell spanning 180 years and now operate six locations across the UK. Laings is a byword for high-quality jewellery, luxury watches and exceptional customer service.
The team at Laings ensure every purchase is an exceptional experience. This focus on delivering a highly professional, personal service extends to providing customers with the easiest possible ways to pay.
Many customers like to pick up the phone and talk through their options when making large, meaningful jewellery purchases. This fits perfectly with Laings’ ethos of concierge commerce. It does, however, present problems when it comes to payment.
Bank transfers were safe but not exactly convenient for all customers. Paying by card was typically the customers’ option of choice but taking card information over the phone presented many challenges.
Outside the obvious security concerns, compliance issues, administrative burden and potential exposure to fraud, taking customer card details over the phone doesn’t match the highly personal, professional customer experience for which Laings is renowned. Laings wanted a way to take payments over the phone that was secure, compliant and seamless.
Introduced to Prommt in 2020, as Covid-19 had driven more and more business onto the phone, Claire Campbell, Head of Finance at Laings, immediately recognised the benefits. The ability to send secure, personalised payment links instantly via email, text and online message would be invaluable to Laings.
Their expert advisors could continue to provide a highly consultative and professional service over the phone while seamlessly handling payments in a secure, compliant and customer-friendly manner.
Furthermore, the ability to create fully-branded communications and embed secure payment pages directly on the Laings website meant that customers wouldn’t feel disconnected from the brand at any stage of the process.
Best of all, Prommt would integrate fully with their existing payment provider and card payments received via Prommt would be settled just like other card payments. This allowed Laings to maintain its long-standing relationship with Global Payments.
