Cool Milk logo
Cool Milk

Key Facts

  • Required an Automated Payment Solution
  • Key IVR developed a bespoke IVR so customers could pay at any time
  • Private facing web payment interface created to be used within the call centre
  • Cool Milk can now offer a full automated payment service

Cool Milk is the UK’s leading school milk supplier, with a goal to provide every child in pre-schools, nurseries and primary schools, with the opportunity to drink fresh milk at school every day.

They are dedicated to promoting the health benefits and social opportunities that school and nursery milk has to offer; working in partnership with over 80 Local Authorities to supply free and subsidised school milk to children throughout the UK.

The Requirement

Cool Milk required an Automated Payment Solution providing a cost effective, efficient and secure service, capturing payments from parents and guardians paying for their child’s school milk. This project was for Key IVR to develop a bespoke IVR solution enabling customers to make payments at any time.

The Solution

Due to the extremely high volume of transactions taken, an IVR was seen as the ideal solution to release this traffic to the call centre in a cost-effective manner. A designated telephone number was provided so that payments could be processed in real time and usage activity could be delivered via a daily report in a format requested by Cool milk.

In conjunction, a private facing web payment interface was created to be used within their call centre, in order to capture every single payment.

Following on from the success that the Payment IVR brought Cool Milk and its convenience for taking a larger amount of payments without the need for human intervention, they decided to expand their payment portfolio. Key IVR also implemented a Web Payments solution into their website, allowing for parents and guardians to pay for their children’s school milk out of term time, and to also pay for any upcoming school trips.

The Outcome

Working in partnership with PayPoint, the foundations were put in place and Cool Milk can now offer a full automated payment service.

The services now handle payments 24/7 and are processed directly to Cool Milk via their merchant account provider.

“Due to positive feedback and excellent service Key IVR were assigned to develop a further public facing web payments interface.

All the foundations are in place to allow our brand to become known and trusted.”

Cool Milk


Key IVR are a privately owned business offering global automated PCI-DSS compliant payment services. We are a customer-service focused organisation and take care to manage and meet our clients' expectations.


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