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January 2021

How we helped Kinship increase app installs by 24% in less than 30 days

Hiveway’s integration allowed Kinship to address key challenges.  Improving the in-store payments experience with a customized checkout. Enhancing the way Kinship interacts with customers. 

Engagement

Custom POS Terminal
Pet Store Onboarding 
Stripe Training

Products

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Revenue
graph+graph+growth+growth+graph+line+graph+icon+icon-1320086625366433865 1
6.7% Polygon 1

 

Fraud
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32% Polygon 2

 

Outages
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81% Polygon 2

 

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Project Overview

 

In Kinship’s high-growth world, and during Covid, they felt they were falling short of their omni-channel vision.  It was also making this difficult for Kinship’s finance and operations teams.  One of the key problems for one of Kinship’s brands, PetExec, was that various end-user locations were running individually.  This meant there were multiple payment processing systems.  As a result,  the reporting and reconciliation was difficult, cumbersome, time consuming, and costly.  Try adding global expansion on top of all that.  

Execution

 

Hiveway’s started out by developing custom APIs that integrated with Stripe Terminal and Connect.  This created a seamless payment processing system that delivered a better customer experience, and improved operational efficiency.  

Custom Terminal & Connect Implementation: Enhanced customer experience, reduced card declines, and expected churn reduction.

Migration for Efficiency: Achieved substantial operational efficiency improvement and double-digit reduction in manual administration.

Train the Trainer Program for Independence: Positioned Kinship for long-term self-sufficiency, reducing reliance on Hiveway support.

Results

 

Hiveway’s integration allowed Kinship to address key challenges.  Improving the in-store payments experience with a customized checkout. Enhancing the way Kinship interacts with customers. 

  • Enhanced an omni-channel customer experience resulting in a positive NPS/CSAT metric.  Kinship increased conversion rates, improved the customer journey, and reduced card declines.
  • Expected a reduction in churn and payment failures given the acceptance of multiple payment methods.
  • The Terminal implementation decreased in-store wait times for Kinship’s subsidiaries.
  • Expect a 32% reduction in fraud by implementing Stripe Connect.
  • Expect up to 6.7% overall revenue uplift.
  • Expect to reduce outages of up to 81%.

 

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