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[Case study] - Copines de Voyage - A payment challenge in the travel industry

by Louis Terme on

In this Case Study, we explain how ProcessOut helped Copines de Voyage, a travel company improves its payment performance by increasing its number of successful transactions by more than 10% while cutting payment fees by 50%.

An innovative travel platform dedicated to women

The concept of Copines de Voyage was born after a girls trip in Thailand: the founders wanted to make traveling an opportunity to meet new people in a fun and casual environment. So they launched Copines de Voyage in 2016, a website dedicated to women that offers a wide range of trips around the world: from short stays to longer trips, for sports lovers as well as culture enthusiasts (…) Women can easily choose a trip that attracts them, invite friends to join or simply join existing groups of future friends, book and depart on their adventure. Thanks to its growing 450,000 membered community, Copines de Voyage aims to become a leading and innovative player in the travel industry.

Making a customer happy in the Travel Industry requires having a seamless payment experience. Indeed, such holidays require a significant financial commitment, necessitating the safe and smooth handling of their funds. In the case of Copines de Voyage, the clients put down a proportion of the total cost and settle the rest just before the start of the trip: as a customer, seeing your transaction declined when booking your trip is definitely not a good way to start the adventure.

As many companies just starting up, Copines de Voyage was only working with a single card payment provider. The Company was happy with this provider but was confronted with lots of failed transactions and pretty high payment fees. And that’s when ProcessOut met Copines de Voyage.

A flexible payment infrastructure to decrease failed transactions & fees

The very first step consisted of connecting the existing payment provider to Telescope. From there we were able to benchmark Copines de Voyage’s performance: ProcessOut uses worldwide payment data collected from merchants, PSPs & acquirers to tell the merchants how they are performing relative to their industries and what can be done to maximize their authorization rate.

For Copines de Voyages, Telescope showed that the performance was negatively impacted by many different reasons including the type of business, the high average transaction value, the card location or even the mix of card types.

So Telescope recommended Copines de Voyage to add a second card payment provider with an acquiring channel better suited for its transaction profile. The idea was to double the current PSP with another one to make the infrastructure more reliable and giving more routing options to maximize the chance of success of each transaction.

Telescope even identified a few PSPs the company could work with and Copines de Voyage got in touch to start negotiating a commercial contract. A few days later they were satisfied with the offer they received and completed the integration of ProcessOut within a week.

From the ProcessOut dashboard, Copines de Voyage was able to activate their new provider in just a click and started routing their transactions toward their two PSPs. From now on, cards were tokenized at ProcessOut level and transactions were then routed to one of the two PSPs. This gives the company the opportunity to route each transaction, depending on its parameters, towards the most relevant PSP as well as the option to retry transactions from a PSP to another in the case of major downtime.

ProcessOut is a great tool when it comes to managing and improving your payment performance. I really liked their audit and monitoring approach with Telescope which helped me understand what I could expect before doing the integration. The integration took us less than a week and the Smart Router showed results beyond expectation.
- Nicolas Guerin, CTO @ Copines de Voyages

Successful transactions: +10% / Fees: -50%

After a few months of live transactions, the authorization rate had increased by 10 points. Since then, it has been successfully maintained thanks to the routing rules set up from the ProcessOut dashboard, which means more revenue for Copines de Voyage. The fees also dropped by 50% thanks to the provider activated, making the company save a significant amount of money.

Beyond performance, ProcessOut has been trying to work closely with Copines de Voyage to act as their personal payment team, providing the startup with advice and knowledge of the payment industry.

We are looking for new successful collaborations in the future! Facing any payment challenge? Feel free to reach out, we’d love to work with you and see how we can optimize your payments!