Client Success Story:
Large UK Train Operator

Services & sector

The transport and logistics sector encompasses mobile and diverse transportation and cargo industries that employ a variety of both vocational and office-based roles. Any work that entails the shipment of goods or movement of people across air, road, water and rail classifies as part of transport.


Key IVR worked with one of the largest train operating companies in the UK to deliver a unique and secure payment system. The company specialises in supplying transport services out of London for commuters and customers in the South and South West of England.

The requirement

The company was initially introduced to Key IVR with the joint aim of becoming PCI-DSS compliant when processing customer refunds and refining the customer journey to become more seamless.

Improvements were required to ensure customer satisfaction but to also enhance the security and compliance of the organisation.

Prior to being introduced to Key IVR, the primary method for reimbursements was a written cheque sent in the post, which could take up to 20 days to reach the customer.

The solution

Key IVR delivered an Agent Assisted Payment solution to ensure customer refunds could be processed in a safe and secure manner over the telephone, complying with PCI-DSS Level 1.

The call is initially passed through the secure Key IVR platform before the call is presented to the agent. This means the agent can discuss the potential refund and then seamlessly initiate the card process. Customers can enter their card details through their device keypad, removing the need to read the details out to the contact centre agent.

This newly implemented service, allowed agents to reimburse the customer, drastically speeding up the time it takes for them to receive money back to their account. Instead of issuing refunds via cheque, a request is processed with the payment gateway using the existing payment connections, improving customer satisfaction and the public perception of the brand.

The outcome

Following the implementation of their new solution, the Customer Contact Business Technical & Performance Manager said:

“Working with Key IVR was very easy, from the initial discussions, through confirming the configuration, and to the actual implementation. Everything went smoothly.

The interface is easy to use, and the rollout and subsequent operation went ahead with minimal challenges. Staff easily adapted to using the new solution quickly and confidently – feedback from them has been very positive.

From a customer perspective, we have received many positive comments about both the experience of using the system and the fact we have reimbursed them in a quick and efficient manner has enhanced their perception of the company”.

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