Fitwinkel customer case study: improved payment experience with lower costs and greater efficiency

Fitwinkel customer case study: improved payment experience with lower costs and greater efficiency

From 25 to 200,000 orders - that's the success that is Fitwinkel. For 20 years, Fitwinkel has been known for their powerful approach to selling fitness products and sports and gaming equipment. And to stay at the top, you have to constantly adapt as a company. That's why Fitwinkel decided to partner with Pay. to improve their online payment process. The result? An improved payment process and lower costs. At the same time, the switch to Pay. also enabled Fitwinkel to respond to the changing payment preferences of their customers. Curious about the story? In this customer case, we share how Fitwinkel and Pay. ensure lower costs and greater efficiency.

 

Fitwinkel in brief.

-Active since: 2001
- Number of employees: 70
- Turnover per year: 22.5 million, Netherlands +-80% and Belgium +-20%
- E-commerce platform: Logic4
- Customer with Pay. since: December 2022
- Switched from: MultiSafePay

 

Logo-Fitwinkel

From 25 orders per week to 200,000 per year.

Fitwinkel, part of Sporttrader, has been a trusted name in the world of sports and fitness products for more than 20 years. Working with more than 70 employees, the company's goal is to create fitter, more vital and healthier lifestyles for both consumers and businesses. They do this online, but also in 6 physical franchise Fitwinkels spread throughout the Netherlands. What started in 2001 as selling braces from a garage has grown into a company that sends more than 200,000 orders annually throughout Europe.

Fitwinkel's product range has since expanded to more than 200 categories, including fitness equipment, nutrition, sportswear and outdoor sporting goods. The company also owns brands such as VirtuFit, Flow Fitness and Empose. Fitwinkel has its own product development team dedicated to selecting, designing, testing and improving existing and new products. They also have their own photo studio to properly portray products for all sales channels.

 

The challenge: reduce costs, modernize and expand payment methods.

Fitwinkel continuously strives for efficiency and growth. So in 2022, the company faced a challenge: how could they reduce payment processing costs? At the same time, Fitwinkel saw the need to modernize the payment methods available to increase customer satisfaction. So finding a payment partner that was financially attractive and met customers' payment needs was imperative.

In addition, Fitwinkel experienced that the payment process with some payment methods, such as in3, was not flawless. Some steps in the purchase process still had to be performed manually. This is error-prone and led to delays in processing refunds, for example.

 

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The solution: better price agreements, wide range of payment methods and automatic refunds.

After evaluating several payment service providers, Fitwinkel chose Pay. as the most suitable partner to solve Fitwinkel's challenges. Thanks to attractive rates, the widest range of (postpaid/preferred) payment methods and automatic (refund) payments, Pay. was the ideal choice.

We switched to Pay. because of the wide range of payment methods we can integrate into our webshop through their platform. By offering more payment options, we increase the convenience our customers experience and provide them with an optimal shopping experience.In addition, we have noticed that Pay. offers us a better price compared to other Payment Service Providers. This has helped us reduce our costs.
Britt de Mönnink
E-commerce and Franchise Manager. Fitwinkel

The integration with in3 and other buy-now-pay-later (BNPL) and post-payment methods, in which Pay. specializes, also played a role in the decision to choose Pay.

“The integration of in3 via Pay. enables us to offer our customers a seamless, all-in-one payment experience. It is now easier for our customers to make payments and receive refunds. In addition, we have noticed that the payment process is much faster thanks to Pay.’s automation,” Britt explains.

International growth can be accelerated.

By offering as many local and international payment methods as possible, Fitwinkel can expand internationally more quickly. Britt says:

“With our broad range of payment methods, we now meet the shopping and payment needs of our international customers even better. With Pay.’s international expertise, we are accelerating our growth in other European markets.”

 

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 The benefits of Pay. for Fitwinkel

  • Lower costs. Pay. offers more attractive rates and economies of scale compared to other PSPs.

  • A wide range of payment methods. This allows customers to choose their preferred payment method and makes it easier for them to complete purchases.

  • Expertise in BNPL and other alternative payment methods. Pay. specializes in offering payment solutions such as in3, Riverty, and Klarna.

  • Faster payments and refunds. Fitwinkel has noticed that the payment process is now faster than when they worked with another PSP. This has contributed to a positive customer experience. The close collaboration between Logic4 (Fitwinkel’s ERP system) and Pay. also enables faster innovation and fewer bugs related to payments and refunds.

  • International growth. With a broad portfolio of local and international payment methods, Fitwinkel effectively serves the needs of international customers.

 

Moving forward together.

Fitwinkel sees Pay. as an indispensable partner in achieving its goals.

“Pay. plays an important role in our long-term plans,” says Britt. “By enabling us to offer the most innovative payment methods, we are able to provide the best possible service to our customers.” This increases customer satisfaction.

In addition, the company has international ambitions. Britt explains:

“We want to strengthen our European position as a leading player in the fitness industry. By focusing on new marketplaces and specific target groups, we hope to expand our presence in the European market and serve even more customers. And we are happy to continue working with Pay. to achieve those goals.”