- Needed to decrease the amount of ‘payment-only’ calls coming to the collections team
- Key IVR introduced a 24/7 payment IVR
- This saved their contact centre agents valuable time day-to-day
- Customers can now pay 24/7 on the phone in a PCI-DSS level 1 compliant manner
Expert creators of stairlifts, Stannah’s first creation was by Joseph Stannah in 1867 in London, making cranes and hoists to move goods around the bustling docks of the industrial revolution. They are now the UK’s leading independent supplier of lift products, supplying goods as diverse as loading systems, Microlifts, platform lifts, home lifts and stairlifts.
They now have over 90,000 products on their service portfolio, providing products that meet the requirements of their diverse customer base.
As Stannah went through an extended period of business growth, they noticed an influx of calls coming through to their credit control team, who were having to process a large amount of card payments through their virtual terminal. This required their customers to read out their sensitive information, including their credit/debit card details, over the phone to an agent.
As the amount of card payments coming into the contact centre continued to rise, Stannah needed an alternative to employing more call agents and a solution that would help them reduce the number of ‘payment only’ calls. They were also wary of the security risks involved with agents being exposed to customer’s card details and wanted to improve their payment compliance.
Key IVR focused on taking the pressure away from Stannah’s credit control team, introducing a 24/7 payment IVR. This allowed their customers to call up and pay for their goods or services over the phone, entering their card details on their telephone keypad without the need for human interaction.
This immediately saved their contact centre agents valuable time day-to-day. If a customer needed to talk to a member of staff before making a payment, they could easily be transferred to the secure payment line to complete the payment.
Aaron Smith, Technical Account Manager at Key IVR said:
“It was a pleasure to work with Stannah, who came to us with clear business objectives and expectations from a payment solution. We worked closely with them to deliver a service that was not only cost saving but also highly secure. All calls made on the Stannah’s Payment IVR are fully secure to PCI-DSS Level 1, a highly regarded industry standard issued by leading card providers. We use DTMF masking to supress keypad tones and ensure that no sensitive card data ever enters their organisation.”
The solution not only helped customers that were performing one-off product payments, but also longer-term instalments, overseas transactions and late night on-site call outs.
“The introduction of the new solutions was quite a pivotal moment for us. It took a massive amount of pressure off the credit control team, freeing up time for them to do what they do best. It’s been great working with a company that performs well to get things done, operating alongside our existing business functionalities and improving on the way we were previously taking payments”.
Credit Control Manager