Client Success Story:

About Marston 

Marston Holdings is the UK’s largest judicial services Group, with over 2,000 employees and enforcement agents, 500 clients and a database that processes over 1.5 million cases every year.

With their increased growth and success, including multiple awards in customer service and credit enforcement, they needed to further improve the ease of taking an increased number of payments at any one time 24/7, 365 days a year.

The requirement

Reducing the cost of processing credit and debit card payments in the call centre was made a key business objective. Key IVR were tasked to design and implement a system that would enable Marston customers to self-service their payment requirements.

The solution needed to authenticate the caller, inform them of their outstanding balance and accept full or part payment. The handling of large call volumes was a requirement. The service needed to be easily managed by Marston via an automated method and have the ability to handle the resulting reconciliation information. The service also needed to seamlessly integrate with multiple back-end systems across several departments.

The solution

Security, scalability and ease of use were key factors when designing this solution. With Marston’s unique style of brand, coupled with user friendly design, the resulting solution offers Marston and their clients the following benefits:

The outcome

Marston now have the ability to process PCI-DSS compliant transactions both over the phone and online.  These solutions provide secure customer payment channels and make for a smoother ordering process.

“Marston are now able to offer clients 24-hour access to balance information with automated payment functionality. A reduction of inbound calls directed at the contact centre has saved them money; enabling then to increase the level of customer service received by callers for non-payment related issues.” – Marston Holdings

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