Nord Security Uses Payor to Drive Payment Optimisation

Nord Security is a leading provider of privacy and digital security solutions for businesses and individuals who need to feel safe online. Award-winning security offerings such as NordVPN, NordLocker, NordPass and NordVPN Teams protect over 15 million users including individuals, small businesses, and large enterprises.

These deep dives discovered unique opportunities for optimisation, and the Enterprise Services Team helped Nord Sec better harness and drive further value from Payor’s solutions.

Payor Enterprise features like Adaptive Acceptance helped produce remarkable uplifts in authorisation rates, including a 5% boost in the United States, 2% uplift in the UK and France, and a 14% uplift in Spain. In the US, the rate increase of just over 5% saved millions of dollars in recaptured revenue volume. The fraud optimisation exercise reduced the fraud rate from an already tiny 0.15% to 0.11%.

Additionally, Nord Security also utilised Payor’s card account updater to update credit card information and reduce failed payments due to expired card details. The result was Nord Security improving overall payment acceptance rates and delivering a more streamlined customer experience. Improvements in their CAU operations led to an additional $600,000 in revenue re-capturing.

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“Payor helped us optimise processing and reduce declines because they gave us the chance to ask more questions and get more detailed answers to improve the overall performance.”

Kes Saulis, Head of Payments, Nord Security

The challenge

“With over 15 million users, Nord Security constantly pushes the boundaries of payment optimisation. Improvements in payment security, fraud reduction, and compliance have the potential to drive further value for Nord’s vast user base. Having adopted Payor’s features to drive better insights, Nord Security wanted to push the boundaries of optimisation even further. Initially, Nord Security moved to Payor because it needed to increase payment acceptance rates. Having established Payor’s capabilities, Nord decided to test out Payor’s Enterprise Services and see if there were more opportunities for optimisation.”

The solution

Nord Security wanted a deeper consultation with the Payor Enterprise Services Team to optimise its own internal tactics. It was working with this team that helped find insights that led to deeper optimisation. Nord Security adopted Payor’s enterprise services, which provided dedicated support and 24/7 assistance. Through weekly meetings and calls, Nord Sec and Payor started to collectively identify areas of improvement, which included workshops for authorisation optimisation, exercises for fraud optimisation, and deep dives into Nord’s payment data. In the authorisation optimisation workshops, Payor worked directly with Nord Security to root out unnecessary processing fees and avoid paying extra in its interchange costs.

Payor’s Enterprise Team helped Nord Security discover the adjustments it could make to increase authorisation rates in unique markets, including the US, UK, France, and Spain. The team also dived into SCA compliance, taking a closer look at Nord Security’s recurring payments features in particular.

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