Client Success Story:
Embrace the Middle East

Embrace the Middle East approached Key IVR following unexpected challenges with their previous payment provider
They had an urgent requirement for a new secure web payment platform
Within a few weeks, Key IVR the solution was fully operational and ready to accept donations
The page is fully branded in their colours and style, embedded in their existing website

Services & sector

Secure Web Payments

Charity Sector

About Embrace the Middle East

Embrace the Middle East is an international development charity that has over 170 years of experience working with the most vulnerable and marginalised communities in the Middle East. They support, enable and partner with Christian local organisations in the region to help them make a tangible difference to their communities.

Working in areas such as advocacy, education, health and community development projects, they enable people to free themselves from a life of poverty and injustice.

The requirement

Embrace the Middle East originally approached Key IVR following unexpected challenges with their previous payment provider. This prompted an urgent requirement for a new secure web payment platform so that they could continue collecting donations.

“From the very beginning, Key IVR took the time to thoroughly explain their product offerings, breaking down the technical details in a clear and structured way. This approach made it easy for us to understand which solution best suited our needs. The team provided unbiased guidance, ensuring we had all the necessary information, and clarifications when needed, to confidently determine the best path forward.”

Sam Mackwell
Director of Shared Services
Embrace the Middle East

The solution

The team at Embrace the Middle East acted swiftly, approving a Secure Web Payment solution within just 24 hours of reaching out to Key IVR. Recognising the urgency, the Account Management team worked proactively to fast-track the process, ensuring a smooth onboarding experience. Once approved, the Projects team took over, meticulously configuring the system to align with Embrace the Middle East’s specific requirements.

“When Embrace the Middle East approached us with an urgent need for a new payment solution, we knew how critical it was to act fast. Both of our teams worked quickly to deliver a secure, seamless web payment platform that allowed them to continue collecting vital donations without disruption. They were great to work with, providing clarity in what they were looking to achieve and how they’d like the overall solution to work.”

Ioan Tirsu
Project Manager
Key IVR

In just a few weeks, the solution was fully operational and ready to accept donations. Designed as a seamless wireframe within the Embrace the Middle East website, the payment portal allows donors to contribute effortlessly and securely, with an added Gift Aid option to maximise contributions. The page is fully branded in their colours and style, embedded in their existing website, making the payment process safe and easy for anyone to use.

Additionally, the Secure Web Payment solution integrates via a robust API connection to Embrace the Middle East’s existing back office system, enabling real time donation reconciliation for improved efficiency and accuracy.

The outcome

The successful implementation of Key IVR’s Secure Web Payment solution ensured that Embrace the Middle East could continue collecting vital donations without any disruption. The seamless integration within their website provided donors with a secure and user-friendly payment experience, while the added Gift Aid option helped maximise contributions.

Thanks to the swift collaboration between both teams, Embrace the Middle East now has a reliable and future proof payment solution that supports their mission of providing aid across the region.

“Key IVR provided a calm, strategic approach, delivering a solution that not only mitigated short-term risks but also enhanced long-term operations. The team at Embrace the Middle East has been highly impressed with Key IVR’s responsiveness, attention to detail, and commitment to exceptional service. Their ability to understand and support our goals, rather than impose their own, has been invaluable.

Customer feedback has been minimal, which we see as a huge positive, reflecting the seamless transition. Despite changes to the payment screens, the supporter experience remained unaffected.

A special thanks to the development team, whose outstanding work ensured a rapid go live. Their expertise extended beyond Key IVR’s side of the project and they became an integral part of the end-to-end solution, helping us achieve a fully automated and efficient process”