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The Challenge

The retail client was looking to deploy over 400 secure chip & pin payment devices across their 227 nationwide stores. A significant influencing factor in the success of the project was finding a partner who was able to guarantee the deployment within the imminent 1 month project timeline. The reason for this was due to the old chip & pin devices becoming incompatible with their existing software platform. This would cause major disruption to their sales operation, with the potential of stores having to close, which wasn’t an option.

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The Solution

Following a short period of intense and laser-focused scoping by the channel partner, it soon became apparent that they didn’t have the capacity across their own technical resource team to deliver the project within the desired timescales. As a result, the channel partner reached out to the team at Nebula to see how they could assist.

The Nebula Customer Success Team was quick to react and provided the necessary reassurance to ensure the channel partner was confident to accept the project on behalf of its retail client.

The Nebula solution was a huge success in the eyes of the end client and channel partner, in terms of the project being delivered on time, within budget and to a high-level of customer experience. In addition, Nebula was able to provide the channel partner, and consequently the end retail client, details on the carbon impact of the project installation, in terms of the engineer travel to and from the retail stores.

The Outcome

Due to the successful and seamless deployment of the project, the retail customer never experienced any downtime across their stores. Experiencing minimal disruption throughout the project meant the client was able to retain normal trading throughout which was one of the main pre-requisites.

Coupled with the added benefit of tracking the carbon emissions of the installation team travel, and subsequently offsetting this impact through carbon removal initiatives, Nebula was able to provide a value-add customer experience which had sustainability at its core.

With no extra cost to both the channel partner and their respective retail client, the benefit of the engineer carbon tracking means both parties can use the information as part of their own Scope 3 emissions tracking across their supply chain. It also raises the bar in terms of aligning outcomes, not only from a technology and service perspective, but an environmental one too.

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Customer Success Experience

Carbon-positive

The carbon footprint of the project installation was offset through blue carbon removal initiatives with decarbonisation partner Ecologi.

Carbon-conscious planning

30% of engineer travel was completed by public transport to reduce the carbon impact of the project.

400+ devices

Installation of secure chip & pin payment devices.

227 stores nationwide

The project averaged 15 store visits a day to achieve the deadline.

Rapid response

Successfully delivered the project within 1 month through taking a 'source-local' approach.

Customer loyalty

Deploying Nebula's supplementary services meant the channel partner remained front of mind their end client.

Accreditations - Quality at the core

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