Michael Hill helps customers continue to celebrate life’s special moments

BY Australian Retailers Association
08 June 2020

Direct selling and a new payment channel help deliver personalised customer experiences and enable remote work for staff across 300 stores.

Adyen, a global payments platform, recently announced that speciality jewellery retailer, Michael Hill, implemented its Pay by Link technology to support remote sales and facilitate the redeployment of store staff while stores across Australia, New Zealand and Canada were closed due to COVID-19.

With stores facing temporary closure, Michael Hill was determined to maintain its personal connection with customers and ensure that their special moments would continue to be celebrated during the lockdown. With a strong online store already in place, the jeweller needed a solution that would help it take payments directly from other channels like newsletters, shoppable catalogues, and virtual appointments.

Matt Keays, CIO at Michael Hill, swiftly engaged Adyen to adapt and roll out Pay by Link technology. This enabled it to take customer payments via any contact channel – in a convenient, personal and secure manner – and ensured each store could recognise individual sales.

Michael Hill has seen a significant boost in sales from its digital business, with late April and early May sales outperforming the prior record digital sales week from Christmas 2019. Pay by Link transactions helped achieve those sales, and helped Michael Hill introduce direct selling and redeploy store staff into remote customer service and fulfilment roles.

About Michael Hill International

Michael Hill International was founded by Sir Michael Hill in 1979 when he opened his first jewellery store in Whangarei, New Zealand. The Group currently has nearly 300 stores globally across Australia, New Zealand and Canada. The Group’s global headquarters, including its wholesale and manufacturing divisions, are located in Brisbane, Australia.

About Adyen

Adyen (AMS: ADYEN) is the payments platform of choice for many of the world’s leading companies, providing a modern end-to-end infrastructure connecting directly to Visa, Mastercard, and consumers' globally preferred payment methods. Adyen delivers frictionless payments across online, mobile, and in-store channels. With offices across the world, Adyen serves customers including Facebook, Uber, Spotify, the Cotton On Group, Showpo and Kogan.com.


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Australian Retailers Association

Founded in 1903, the Australian Retailers Association (ARA) is Australia’s largest retail association representing Australia’s $320 billion sector, which employs more than 1.3 million people. As the retail industry’s peak representative body, the ARA works to ensure retail success by informing, protecting, advocating, educating, and saving money for its 7,500 independent and national retail members throughout Australia. For more information, visit www.retail.org.au or call 1300 368 041.

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