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400,000+ Merchant Customers

1996 Authorize.Net Founded

$100+ Billion Annual Transacting Volume

authorize.net/uk

CHALLENGE

SOLUTION

RESULTS

The Authorize.Net Payment Gateway enables Wiggly Wigglers

to offer services comparable to major eCommerce players

WIGGLY WIGGLERS HANDLE HIGH DEMAND

WITH EASE

active subscriptions in first year350+

1,100+

10%

subscriptions active during peak periods, easily handled by the

Authorize.Net solution

saving for ‘subscribe and save’ customers thanks to streamlined

back-end process

Payment gateway enables small business to provide superb service

Wiggly Wigglers

Not many companies sell live worms (as birdfeed and composting material), flowers and goat socks, but Herefordshire-based Wiggly Wigglers is a small company with big ambitions that’s doing just that. Wiggly Wigglers regularly deals with large numbers of low-cost orders, many of them repeat orders – and those numbers skyrocket during peak seasonal periods.

“Managing these orders was very resource-intensive for us,” says Heather Gorringe, managing director of Wiggly Wigglers. “With our existing payment gateway, we couldn‘t offer our customers a flexible, convenient repeat order service that would take the pressure off our small staff of 10.”

Wiggly Wigglers recognised that a ‘subscribe and save’ service would save both the company and its customers time and money. “We knew we could do better if we had the right tools, so we went looking for a new system.”

That new system is the Authorize.Net Payment Gateway, designed for small businesses and supporting all of Wiggly Wigglers’ payment processing needs, including the ability to offer a sophisticated subscribe and save service through its Customer Information Manager solution. Customers can specify how often they want products delivered and choose from a variety of online payment options. The Authorize.Net service has also boosted Wiggly Wigglers’ operational efficiency, allowing it to extend the range of subscribe and save products from two to 17 within the first year, which has also been a popular move with customers.

“We‘re processing orders faster and delivering a higher level of service to our customers,” says Gorringe. “It’s amazing to think that our little company can offer service levels comparable to big eCommerce players on the market; without the Authorize.Net service, that just wouldn’t have been possible.”

“Small businesses have to deliver, and the Authorize.Net Payment Gateway gives us the tools to do just that. It’s incredible that, from a company of 10 people, we can offer service levels comparable to the big eCommerce players.”

Heather Gorringe, Managing Director, Wiggly Wigglers

Additional Insights

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INCREASED BUSINESS EFFICIENCY

The subscribe and save service enables Wiggly Wigglers to forecast demand more accurately, which is crucial when dealing with live products such as mealworms and flowers.

The Authorize.Net service also makes the company significantly more efficient. Previously, peak times could only be handled by bringing in extra staff from agencies and other areas of the business to help process orders, and even so delays were still an issue. Customers would often call in to find out where their orders were, and this increase in calls put even more pressure on the small Wiggly Wigglers team.

“Now that the Authorize.Net Payment Gateway allows us to manage the whole process more efficiently with fewer staff,” Gorringe explains, “our staffing costs during peak times are reduced, our team can get on with the jobs they’re meant to do, and our customers get a better level of service from us.”

POWEFUL TOOLS FOR A SMALL BUSINESS

For many small businesses, the cost of upgrading IT systems is a concern. The Authorize.Net service integrates with Wiggly Wigglers’ existing web systems and operates entirely online, giving the company maximum functionality for minimum investment. The Customer Information Manager solution also simplifies Wiggly Wigglers’ PCI compliance by keeping sensitive customer information off the company’s internal systems through payment data tokenisation.

In the future, Wiggly Wigglers hopes to start using Automated Recurring Billing, another service available with the Authorize.Net solution, to further increase the flexibility of its subscribe and save service for customers.

PUTTING THE CUSTOMER FIRST

Because the Authorize.Net Payment Gateway allows Wiggly Wigglers to save time and resources when processing orders, the company can pass those savings on to customers through the subscribe and save service. The range of products available has been significantly increased now that the team can cope with the demand, and customers save 10% on products over buying them as a one off.

Wiggly Wigglers subscribe and save offering is also much more convenient for customers. “In the past, the only form of repeat order service that we could offer was very manual and required our customers to pay in advance, which put some people off,” says Gorringe. “Now they are simply charged when their product is shipped, thanks to the flexibility available with the Authorize.Net service. If our customers go away for a period of time, the new system also lets them pause their subscriptions or cancel them with ease. It’s simple both for us and for our customers.”

ABOUT CYBERSOURCE

CyberSource Corporation, a wholly owned subsidiary of Visa Inc., is a payment management company. More than 400,000 businesses worldwide use CyberSource and Authorize.Net brand solutions to process online payments, streamline fraud management and simplify payment security. The company is headquartered in Foster City, California. CyberSource operates in Europe under agreement with Visa Europe. For more information, please visit www.cybersource.com or call 1-888-330-2300.

CONTACT US Authorize.Net, A CyberSource Solution

t. +44 (0)203 564 4843e. uksales@authorize.net w. www.authorize.net/uk