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Rugby Football Union: Revolutionising how fans pay across the stadium with Worldpay The Rugby Football Union (RFU) opened Twickenham Stadium in 1909. The largest dedicated rugby union venue in the world, Twickenham is steeped in +100 years of history and rugby heritage, and is considered to be the heartland of English rugby. In recent years the stadium has also come to establish itself as one of the most advanced rugby grounds in the world. Cutting edge technology has transformed Twickenham to give fans the very best possible rugby experience. They also wanted to simplify payment supplier overheads – so all payments coming into the stadium, via corporate boxes, concourse outlets, stores and online were handled by a single provider. Contactless Worldpay has also enabled Twickenham to accept contactless payments. Taking contactless means RFU customers can simply tap their contactless card against the reader to pay. Worldpay Total Using High Definition Wi-Fi, the stadium communicates with supporters via social media by allowing fans to share photos at speed. Additionally, the RFU installed ticketless entry so that entrance is quick and easy for the excited 82,000-strong crowd. Everything is designed with a match-first mentality – to give customers the best possible experience and allow them to enjoy the rugby to the fullest. With this in mind, the RFU then turned their attention to revolutionising how fans pay across the stadium. At international rugby matches, 82,000 fans fill the stadium. During half time and after the game, fans flood the concourse and corporate hospitality areas buying food and drink, or assemble into the Rugby Store to pick up merchandise. The RFU needed a way to help serve fans faster to cut down on long queues – allowing outlets to sell more during short intervals and making sure fans didn’t miss any of the game. In November 2013 the RFU bought in Worldpay Total, an Omni-channel service which was rolled out across Twickenham’s hospitality and retail outlets. Worldpay Total allows the RFU to accept all major credit cards and process payments swiftly and securely through integration with electronic Point-of-Sale (ePOS) systems. The service has enabled the RFU to keep on track of sales through real-time transaction reporting, making the process much easier for employees and cutting a huge amount of time. Other benefits of Worldpay Total include a 24/7 helpdesk and online support team available if needed. Depending on the games being played, since rolling out Worldpay Total, the RFU now processes anywhere between 1,00010,000 payments a month on its ePOS systems. George Vaughan, Senior Project Manager at the RFU, comments: “It’s clear to see the value we get from using Worldpay Total to take more card payments. Since we rolled out the new service in October 2013 the value of payments taken has grown three-fold (314%)”. No longer needing to enter a pin has dramatically reduced the time it takes to pay anywhere in the stadium – with all the bars, food stalls and shops are now serving more people during peak times. Having processed over 4,200 contactless payments since they installed the technology in November 2013, the RFU saw their largest contactless month ever in May 2014, with more than 1,500 transactions made across Twickenham. Andy Ward, Head of Merchandising at the RFU confirms, “Now that we’ve rolled out contactless, our outlets are making more in sales; and fans are getting back to the game much more quickly, because they don’t have to stand in a lengthy queue.” Worldpay Total Mobile The RFU were so pleased with Worldpay Total that in February this year, they introduced a new brand payment system for corporate hospitality: Worldpay Total Mobile, designed to offer a more personalised sales experience for the RFU’s most valued corporate customers. Worldpay (UK) Limited. Registered in England No. 07316500. Registered Office: The Walbrook Building, 25 Walbrook, London EC4N 8AF. Worldpay (UK) Limited is authorised by the Financial Conduct Authority under the Payment Service Regulations 2009 (No. 530923) for the provision of payment services and is authorised and regulated by the Financial Conduct Authority for consumer credit activities. Worldpay, the logo and any associated brand names are all trade marks of the Worldpay group of companies. Offering the type of first class service that higher-end customers expect, the RFU can now make sure customers are served immediately, and no longer need to worry about settling their tab behind the bar at the end of the game. Employees now quickly take payments to the customer anywhere in the corporate box – so guests don’t have to get up from their seat to pay and miss any of the game. Using a hand held tablet that needed no extra training, RFU employees downloaded the payment App onto their tablet device, and now just connect to a portable card reader to take Chip and PIN payments. From February to March 2014, the RFU saw a 44% increase in the value of payments using its eight Worldpay Total Mobile devices in the corporate boxes. Additionally the RFU has taken more than 33,000 payments on its 141 Twickenham Experience ePOS systems since November 2013. George comments, “It’s about putting the customer first so they get the most out of coming to watch a rugby match. The tablets look slick and professional, which is exactly the image we want to create in our corporate boxes. And with authorisation in seconds, it’s a really easy way to process card payments quickly – so everyone can just get back to focusing on the game”. Additionally, the Worldpay Total Mobile tablets allow businesses to view daily transaction reports for all the mobile card readers, for every team member – along with weekly and monthly analytics. Using this reporting function, the RFU can tell how much is taken in each box at each game, allowing them to view their most profitable corporate clients, products and plan for future matches accordingly. Andy Ward adds, “The fans at the bars love contactless, and our corporate clients are enjoying the new mobile payment tablets in the boxes too. Everyone comes to Twickenham to soak up the atmosphere, cheer on their team and watch great rugby – being able to pay quickly and easily means more time to enjoy the match – so everyone wins”. The future: George adds, “We had this type of information before, but it had to be manually created, usually at a high management overhead and cost. Now we have all the latest payment statistics for each of our corporate boxes at our fingertips, so we can better target these customers with other loyalty schemes and offers. “Another benefit of Worldpay Total Mobile is the recycling opportunity it has presented, as we are now able to use the new technology with existing iPhones we previously had no use for.” Having worked with Worldpay since 1990, the RFU has been gradually rationalising their other payment providers since August 2013, in a bid to make Worldpay their sole provider. Worldpay now looks after all payments made at the Twickenham stadium as well as all ecommerce payments made through the RFU website. Vaughan confirms that having only to work with one supplier for payments has simplifying their dealings considerably, freeing up important management time for other matters. “We know now, that we’ve got the right partner that understands our needs and will help us implement the right payments technology for our business”. As for where Vaughan would like to see payments going next, he says, “I would like to see the limit on contactless payments to be raised above the current £20 mark. This would be even more convenient for fans as well as making our revenue potential even greater.” “In just nine months, it’s clear to see exactly how much mobile payments and contactless have boosted our bottom line, the revenue uplift is substantial. We’re also always looking at how much our half-time queues have shrunk once the season is over”. George Vaughan, Senior Project Manager, RFU. www.rfu.com Worldpay (UK) Limited. Registered in England No. 07316500. Registered Office: The Walbrook Building, 25 Walbrook, London EC4N 8AF. Worldpay (UK) Limited is authorised by the Financial Conduct Authority under the Payment Service Regulations 2009 (No. 530923) for the provision of payment services and is authorised and regulated by the Financial Conduct Authority for consumer credit activities. Worldpay, the logo and any associated brand names are all trade marks of the Worldpay group of companies.