Panda Remit provides cross-border remittance globally for its international user base, processing over one billion dollars a month across a network of partner banks. With a digital-first focus, it helps customers speed up the money transfer to beneficiaries to two minutes, while keeping fees as much as ten times lower than traditional remittance services.
Searching for a partner with scale and experience
With customer-centricity at its core, Panda Remit continually seeks new ways to improve its service. In 2020, the team recognized that its inability to accept card payments from its customers was a significant gap in its offering. At that point, Panda Remit only offered bank transfers as a payment option to customers. This was cumbersome for customers, with lengthy processing and payment failure impacting customer satisfaction — and ultimately forcing them to use other services.
This led the Panda Remit team to explore onboarding a new payments provider that could enable them to accept card payments from customers. After a thorough evaluation of the market, Panda Remit selected Checkout.com as its new partner.
"There are a limited number of acquiring payment service providers who could both support money remittance services and were scalable enough to meet our global ambitions," says Ken Zheng, Founder, and CEO, Panda Remit. "Checkout.com has the global scale and expertise to meet our requirements."
As a result of this partnership, Panda Remit customers can now make VISA and Mastercard payments, receiving near-instant fund acceptance times resulting in a vastly improved user experience.
Expert support from local teams
With the majority of the Panda Remit team based in China, the language barrier was a significant concern for the team when it came to working with partners outside of China. However, this wasn't a concern when working with Checkout.com because of its expert team based locally.
The local support proved valuable from day one, with Panda Remit easily integrating Checkout.com into their technology stack. Checkout.com provided a dedicated onboarding team to guide them throughout the entire process and were on hand to answer technical queries.
Panda Remit was also assigned a dedicated customer success manager (CSM). They've embedded themselves into Panda Remits business, providing highly personalized and timely support at all times. This includes ensuring Panda Remit's payments processes are optimized, compliant with any upcoming regulatory changes and ready to support whatever move the business makes.
For example, when Panda Remit looked to improve security and reduce fraud, the Checkout.com team recommended leveraging 3D Secure protocols. Anticipating a potential rise in payment failure post-implementation, Checkout.com supported to minimize the impact and ensure any issues were solved quickly.
This test was split into two parts. The first centered around a quarterly business review, providing Panda Remit with clear data insights to assist decision-making. The second focused on providing suggestions on how conversion rate can be improved from a user journey standpoint. By taking this approach to the implementation of 3D Secure, they’ve successfully improved security and doubled its acceptance rate.
Panda Remit has big ambitions. And its sights are firmly set on expanding its presence in North America and making remittance quicker and cheaper than ever before. Checkout.com is the partner they know will help them achieve this goal. Work is already underway to extend its acquiring services and provide customers with an instant funds-in experience.
"When we enter a new market, the value of the Checkout.com team shines in terms of their expertise. They can recommend the optimal setup path based on considerations like cost structures, dealing with chargebacks, and so on," concludes Ken.