Client Success Story:
Personalisation Clothing Retailer
- The business required a secure over-the-phone solution
- The solution needed to seamlessly integrate into their existing business processes
- Complete PCI Compliant Agent Assisted Payment Solution
- The business now has the ability to process PCI-DSS compliant transactions over the phone
About the Personalisation Clothing Retailer
This company launched in the year 2000 operating from a state-of-the-art production and distribution facility in Greater Manchester. Specialising in creating custom-branded clothing for businesses, teams, and communities by printing or embroidering logos and designs onto t-shirts, polo shirts, hoodies, sweatshirts, caps, and many other items.
The requirement
This leading retailer 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 this company as they have many 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 this Clothing Retailer 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 the retailer 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 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.
The outcome
With the new system in place, the company now has the ability to process PCI-DSS compliant transactions over the phone, providing their customers with a secure and seamless payment experience. This solution not only offers a highly secure payment channel but also significantly reduces friction during the ordering process, allowing agents to handle transactions swiftly and accurately without breaking the flow of customer conversations.
“This organisation 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”.
Sophie Chan
Head of Revenue & Relationships
Key IVR
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