Navigating Connectivity Challenges for World Duty Free

Business Challenge: Overcoming Payment Disruptions

Avolta, operating World Duty Free stores on P&O ferries, faced a significant issue with approximately 70 payment devices. Inconsistent onboard connectivity led to a 30-40% payment failure rate, causing customer frustration. The weak satellite signal required a return to manual transaction processing, creating a disjointed system.

Approach: Proof of Concept and Provider Evaluation

PMC analysed the incumbent payment service provider (PSP) and compared it with alternatives. Using the PMC Graphene platform, integrated with multiple PSPs, they tested various scenarios. Only Adyen provided 100% uptime, demonstrating the crucial impact of provider selection on customer experience and brand confidence.

Solution: Legacy System Integration in 8 Weeks

With Adyen proven as the best choice but incompatible with the existing POS, PMC deployed the Graphene platform as a middleware. This enabled a seamless integration between the legacy POS and Adyen. The entire process, from proof of concept to deployment, took just 6-8 weeks. PMC's expertise in POS and integration made the transition smooth and efficient.

Outcomes: The Commercial Win

World Duty Free benefited from a cost-effective proof of concept and rapid integration, fulfilling the promise of the initial consulting engagement. The project successfully addressed the payment failure issue, proving the business case, presenting a solution, and completing the rollout seamlessly.


Key Stats:

- Significant reduction in payment failures: Addressed 30-40% failure rate with Adyen's 100% uptime.
- Rapid integration timeline: Completed integration in 6-8 weeks from proof-of-concept approval.
- Enhanced reliability: Ensured end-to-end reliability and improved financial integrity across stores.