Jakewell delights customers with a streamlined shopping experience

Phyllis

Head of Digital Operations at Jakewell

"We hope to provide more thoughtful and personalised services. To achieve this, we rely on Airwallex to improve our operational efficiency, allowing us to focus on developing Jakewell."

Modern baby product retailer Jakewell specialises in high-quality, unique baby items, ranging from large products such as baby cots to smaller essentials like toys and tableware. With the ethos of “Modern Parenting,” Jakewell aims to help new parents make informed decisions while shopping for baby products. However, as the business grows, Jakewell faces operational challenges that slow down its momentum.

For one, the need for a personalised shopping experience for new parents has added complexity to their sales process. Also, managing multiple branches across the city has led to complications in handling expenses and different currencies. Jakewell urgently needs a streamlined process that reduces operational burdens and allows them to refocus on expanding their business.

Challenge 1: Redirecting customers from WhatsApp to online store complicates sales process and increasing operational complexity  

Jakewell understands that many new parents prefer to reach out via WhatsApp for instant, personalised shopping advice. While this adds convenience and a human touch, which is the key to Jakewell’s success, it also complicates their sales process. The challenge lies in balancing momentum with efficiency – while they want to avoid disrupting the flow by sending website links, managing payments manually through WhatsApp has proven to be an operational burden.

Solutions & results: Streamline operations and eliminate sales obstacles with Payment Links

Jakewell can easily send Payment Links via WhatsApp, allowing customers to make payments with just a few clicks from the comfort of their homes. Jakewell can also offer tailored discounts directly to individual clients, speeding up the sales process while making it easier for everyone involved.

Also, Airwallex supports over 160 payment methods worldwide. Customers can choose their preferred payment options, from credit cards, Apple Pay, and Google Pay to local payment options such as AliPayHK, WeChat Pay and FPS. This enhances the overall shopping experience, leading to higher customer satisfaction.

To increase customer confidence, the interface of Airwallex’s Payment Links is professionally designed, with clear security features that promote trust.

Challenge 2: Urgent expenses for last-minute orders make budget control difficult 

With customer service being the core of Jakewell’s business, they often find themselves at a crossroads between delighting customers and managing expenses, particularly when customers require same-day packing and delivery.

These unexpected costs, such as same-day delivery surcharges, are difficult to manage and complicate cash flow management. Employees often have to pay out-of-pocket, creating extra administrative burdens due to reimbursement and reconciliation.

Solutions & results: Employee cards to manage unexpected expenses and reduce administration costs

Through Airwallex, Jakewell can easily create Visa cards for their team in minutes. Management can set spending limits and assign specific uses for each card to avoid misuse, while the team can quickly handle unexpected expenses. All transactions are automatically recorded, making the reconciliation process a breeze.

When employee reimbursement is necessary, team members can quickly submit receipts via Airwallex, without the need to keep receipts until the end of the month. Once the accounting team approves the expenses, reimbursements are processed automatically, saving time and reducing administrative overhead.

Challenge 3: Managing multi-currency expenses across multiple branches poses operational challenges

Jakewell operates four branches across the city, along with an online store and several other outlets. They regularly make payments in HKD for local expenses such as rent and salaries; USD for website and software subscriptions, and JPY or AUD for product purchases. Tracking these transactions can be overwhelming, and any delays in payments could result in fines and harm relationships with their suppliers.

Solutions & results: Automate clear and timely payments with Bill Pay

Airwallex’s Bill Pay function allows Jakewell to upload or email receipts, which are then automatically recorded in the system, eliminating the need for manual data entry. Jakewell will receive timely notifications to ensure payments are made on schedule.

The new “Direct Debit” function is also a game-changer for Jakewell, as funds are directly transferred to the appropriate suppliers or vendors. Now, they can 100% avoid late-payment fees or interest charges, while maintaining stronger relationships with their suppliers.

With the Airwallex Global Account, Jakewell can make payments directly from their multi-currency account balance without changing currencies. This saves money on international transfers and conversion fees.

Phyllis

Head of Digital Operations at Jakewell

"With Airwallex, we’re able to solve these operational problems, focus on growing our business, and empower parents to embrace their new roles with confidence, through personalised services that truly make a difference."