Crampton & Moore
Case Study

The Client:

Established in 1966, Crampton & Moore are a traditional high street retailer operating from premises in Sheffield, Harrogate and Leeds.

As early pioneers in Internet trading, they have been successfully selling online for over twenty years and are today widely recognised as one of the largest independent stockists of Samsung, Sony, Panasonic & LG televisions along with a large range of household kitchen appliances from all of the major manufacturers in the United Kingdom.

The Brief:

As a market leader, Crampton & Moore pride themselves on ensuring that their service standards are consistently high at every opportunity. They strive for success, are enthusiastic about what they do and take responsibility for getting things right. Such an approach has seen them win 'Internet Retailer Of The Year' 5 times since 2007 and they rank as 'Excellent' with nearly 6,000 reviews on Trustpilot.

Selling highly desirable items, as an organisation, Crampton & Moore had been looking to find a PCI DSS compliant solution for card not present transactions in order to maximise the data security of their customers, whilst combatting the risk of fraud related chargebacks, reducing their scope for PCI DSS compliance and obtaining better processing rates with their acquiring partner to benefit the business.

The Solution:

Following an introduction to Gala Technology, Crampton & Moore deployed our multi-award winning SOTpay solution across their estate, simplifying PCI DSS requirements, negating the risk of fraud related chargebacks within the Card Not Present (CNP) channels, and reducing their processing charges.

SOTpay enables Crampton & Moore to send secure and PCI compliant payments links via email or SMS, allowing the cardholder to remain in control of their sensitive card data and complete the transaction either in real time, whilst the agent remains in dialogue or at their end leisure.

SOTpay then notifies the required individual or department that the authenticated transaction has been completed, enabling Crampton & Moore to despatch their desirable product without risk.

"Here at Crampton & Moore we were initially looking to solve a number of issues relating to customer not present transactions (CNP) payments over the telephone through our stores due to the increasing volumes of fraudulent chargebacks that we were receiving due to the type of desirable top end electrical products we sell, we also wanted to eliminate the need for our colleagues to be taking customers card and security details over the telephones especially with the new GDPR regulations that were introduced in 2018. We had been looking for a better way of doing things when we were recommended to contact Gala Technology and after a little research it became apparent that this was exactly the system that would enhance our customer service, increase our security processes and reduce fraudulent sales / chargebacks which had a massive impact on the profitability of our company whilst remaining PCI compliant.

I’m pleased to say that since introducing the new SOTpay system throughout our Yorkshire stores we have not looked back and have now also moved our website transactions over to Gala Technology’s SOTpay + system. Gala Technology’s customer service has been second to none and it makes a massive difference just being able to pick up the phone to talk to someone at any time which is a rarity in this day and age!"

The Result:

Working with Gala Technology has enabled Crampton & Moore to process secure, authenticated and PCI compliant payments across their Card Not Present (CNP) channels.

As SOTpay uses additional authentication processes during the transaction, the payment is converted from ‘non-secure’ to ‘secure’ and processed at a favourable rate by their acquiring partner. Coupled with the protection from fraud related chargebacks, SOTpay has saved Crampton & Moore a considerable amount of money.

Now, instead of asking their clients to provide their payment card information, Crampton & Moore simply generate a secure branded payment link to their customer, which can be sent via email, SMS, or electronic invoice, enabling the customer to remain in control of their card data, whilst providing the flexibility for the cardholder to complete the transaction immediately or at their leisure.