Client Success Story:

Services & sector

Retail relates to the sale of goods and services to consumers. Transactions take place through various channels of distribution across an ever-growing range of industries, such as food, motor vehicles, apparel, and electronics.

About Clothes2Order

Clothes2order launched in the year 2000, growing from a team of ten to over 160 members of staff, operating from a state-of-the-art production and distribution facility in Trafford Park, Greater Manchester.

They specialise in creating custom-branded clothing for businesses, teams and communities by printing or embroidering logos and designs on to t-shirts, polo shirts, hoodies, sweatshirts, caps and many other items.

The requirement

Clothes2order needed a secure over-the-phone solution that would allow them to process orders from companies making purchases for custom or branded clothing. The solution would need to be PCI DSS compliant, ensuring the safety of their customers sensitive credit card information whilst processing payments over the phone with an agent.

Offering great customer service is a top priority for Clothes2order as they have a lot of returning customers. Supplying them with the ability to take payments over the phone whilst in full conversation with the agent, allowed them to stick to their current company values.

In addition, the solution needed to fit in with their current business processes and systems, meeting all the requirements with minimal change.

The solution

Key IVR provided Clothes2order with a PCI Compliant Agent Assisted Payment Solution which allowed their call centre agents to take payments over the phone in a safe and secure manner. Transactions are processed during the call there and then, so agents can build a great rapport with the customer, influencing potential future purchases.

Through an easy-to-use dashboard, the agent is informed promptly of any issues relating to the card details and if a payment is processed successfully or not. They can then assist the customer with any difficulties and aim to efficiently progress the order to production, making for a quick and seamless customer service. This cloud-based solution was easy to implement into their current business processes, with no on-site installation.

Key IVR also supplied Clothes2order with a detailed user guide, explaining to agents how the dashboard is set up and used at each stage of the payment process. They attended the Clothes2order headquarters, giving detailed on-site training to the team, ensuring they were comfortable with the new system and confident in implementing it into their daily operations.

Sophie Chan, Head of Account Management at Key IVR said:

“Clothes2order did a thorough job at researching the market for a payment solutions provider, looking for the right service at the best price. We’re pleased to have met their expectations and that they trusted Key IVR to deliver exactly what they needed. They were extremely helpful throughout the project, ensuring that we had the correct stakeholders included in all conversations, giving us valuable insight to what they wanted to achieve as an organisation”.

The outcome

Clothes2order now have the ability to process PCI-DSS compliant transactions over the phone. This solution not only provides a secure customer payment channel, but it makes for a smoother ordering process.

“Customer engagement has drastically improved since introducing the service. The Agent Assisted solution means we don’t have to worry about pausing recordings mid-way through a call, or asking people to read their card details out loud, something they may feel uncomfortable doing. The customer can have confidence we are a professional and trusted brand that takes handling our customer’s sensitive financial details seriously.”

Simon Turner
Marketing Director

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