- Needed to be compliant with the Financial Conduct Authority (FCA)
- High volume of customers making weekly and monthly payments
- Wanted to offer more ‘self-serve’ options
- Customers can now pay 24/7 online or on the phone in a PCI-DSS level 1 compliant manner
Established in 2006, PerfectHome are a household goods retailer, providing access to top quality products and services which improve the lives of their customers.
Not everyone can always afford to buy things they need outright, so PerfectHome provide flexibility for their customers, allowing them to spread the cost using a weekly or monthly payment plan.
PerfectHome were undergoing their regulatory assessment with the Financial Conduct Authority (FCA). They quickly identified that, following a period of rapid growth, there were areas of the business open to non-compliance.
To address this issue, they decided to go through a nationwide business change, which removed the ability for customers to make payments face-to-face in store. They quickly needed a compliant and convenient alternative for customers to pay for their weekly or monthly payment plans.
Key IVR introduced a multi-channelled payment solution to allow customers to ‘self-serve’ and reduce the influx of ‘payment-only’ calls that were coming into their contact centre:
24/7 Payment Telephone Line
An automated payment IVR allows customers to pay their weekly or monthly bills over the phone, day or night, without the need for human interaction. The platform is integrated to verify the callers against their telephone number and Date of Birth. It provides a selection of payment options for their account and customers can use their phone keypad to enter their card payment details.
All calls are fully secure to PCI-DSS Level 1 compliance, using DTMF masking to ensure that no sensitive card data ever enters the organisation.
Bespoke Payment Webpage
This branded webpage is accessible on any web browser for desktop, laptop, tablet or smartphone devices, working alongside PerfectHome’s existing website. Customers can login, manage their account and securely pay their weekly or monthly bills online. It also has the ability to issue a fully branded email receipt upon completion of the payment.
The new payment options were introduced and well received by PerfectHome customers, who praised the convenience of being able to pay online or on the phone 24/7. In addition, as both services are hosted on an omni-channel payment platform, a customer can save their card details against their PerfectHome account and choose to pay online or over the telephone without always having the card in hand.
PerfectHome can issue SMS messages to their customers reminding them of any due payments, with the option to pay through the IVR or website. Contact centre agents are now able to spend more time with customers who have queries about their account.
They can also be confident that no sensitive card details are stored on their corporate network and agents aren’t exposed to customer’s sensitive information, avoiding any potential security risks. As all payments are processed securely through Key IVR’s PCI-DSS Level 1 compliant platform, they have been able to achieve PCI-DSS compliance and adhere to strict FCA regulations.
“For PerfectHome the payment solutions were an integral part of our overall business transition. The payment line and web page were both well received by our customers and they quickly adapted to the new ways of paying for their products and services. By providing these easy and efficient payment methods, it has allowed our customers the ability to manage their payments 24/7 and has enabled us to interact with customers that we may have otherwise lost during the process of centralising our business.”
Head of Customer Account Management