How Runit Systems, a retail management software provider, maintains 10+ year client retention with Worldpay

Runit Systems is a leader in retail management software, serving high-end clothing, shoe, sports, and luxury retailers. Their clients expect more than just efficiency from their software provider—they demand a seamless, “white glove” experience at every touchpoint. For Runit Systems, delivering on this promise means ensuring every aspect of the customer journey, especially payments, is smooth, reliable, and secure.

Challenge 

Runit’s clients operate in markets where the stakes are high, and customer expectations are even higher. With average ticket sizes well above industry norms, there’s no room for error when it comes to Runit’s ability to process seamless payments. Any delay or hiccup can undermine the trust that Runit works so hard to build with their retailers. The retail management software provider needed a payment partner that could not only match the sophistication of their clientele but also empower Runit to respond quickly and confidently to any payment issue that may arise.

Solution 

Runit Systems found their ideal partnership in Worldpay for Platforms. The relationship was anchored by Worldpay’s partner success team—a dedicated group who acts as both advocate and guide for their respective software partners. The partner success role was transformative for Runit Systems. Rather than feeling like a small player in a vast payments ecosystem, Runit had a direct line to someone who could cut through organizational complexity and get things done in a timely manner. Whether it was a pressing technical issue or a sudden client need, payments support was never more than a phone call or text away.

Technology played a pivotal role as well. With analytics tools that can monitor payments, identify dips in approval rates, analyze chargebacks, and track sales spikes, Runit Systems gained the ability to manage most aspects of their payment solution autonomously. This meant they could act swiftly, providing peace of mind to their clients and reinforcing the trust that is so essential in luxury retail. The ability to resolve issues quickly was not just a matter of operational efficiency—it was fundamental to the experience Runit promises its customers.

When clients began requesting a highly secure card-on-file solution, Runit turned once again to their payment partner for support. Hesitant to implement in the past due to security and compliance concerns, Runit discovered that a tokenization solution could deliver the protection their clients demanded while allowing them to retain their PCI designation. Runit was able to implement the new feature in just a few weeks—a testament to the agility and commitment of both teams.

Today, Runit supports an average client lifespan of over ten years—a remarkable figure in any industry, but especially so in the fast-moving world of retail management software. This longevity is rooted in the peace of mind that Runit Systems and Worldpay provide as one team: fast, reliable payments, responsive support, and the ability to adapt quickly to client needs. The partnership continues to deepen every day. Runit CEO puts it best, “it feels like we’re all one company.”

Partnership results 

• Long-term client retention: Runit’s average client lifespan exceeds 10 years, reflecting the strength and reliability of the payment partnership.
• Responsive, personalized support: The dedicated partner success manager ensures fast, effective issue resolution and a “white glove” service experience for Runit and its high-end clients.
• Empowered operations: Analytics and reporting tools allow Runit to manage payment processes autonomously, enabling quick responses to client needs.
• Agility in meeting client requests: Tokenization solutions enabled Runit to rapidly implement a secure card-on-file feature, maintaining PCI compliance and client trust.
• Deep integration and collaboration: Years of close collaboration have created a seamless working relationship, making Runit and Worldpay feel like one unified team.