Client Success Story:
Dermalogica

Services & sector

Retail relates to the sale of goods and services to consumers. Transactions take place through various channels of distribution across an ever-growing range of industries, such as food, motor vehicles, apparel, and electronics.

Retail relates to the sale of goods and services to consumers. Transactions take place through various channels of distribution across an ever-growing range of industries, such as food, motor vehicles, apparel, and electronics.

About Dermalogica

Dermalogica is a professional skin care brand, committed to delivering skin health to consumers worldwide. Founded in 1986, they are the number one choice for skin care professionals worldwide.

In this specific circumstance, Dermalogica UK were using a contact centre to take payments over the phone from beauty and skin care businesses that were ordering their products for professional use.

The requirement

Dermalogica wanted to further improve the security for their business clients and needed a way of ensuring data was stored and processed securely.

After being introduced to Key IVR, discussions quickly led to de-scoping their contact centre by using a DTMF (Dual Tone Multi-Frequency) suppressed Telephony Payment Platform to achieve Payment Card Industry Data Security Standard (PCI-DSS) compliance and create recurring payments for customers.

The solution

Key IVR produced an Agent Assisted Payment solution for Dermalogica to ensure payments could be processed for both Sterling and Euro currencies in a safe and secure manner over the telephone, complying with PCI-DSS Level 1. The agent can stay on the call with the customer, discuss the order details, then secure the conversation in a matter of seconds. This is done by transferring the call to the Key IVR platform, which starts a new, secure call with the agent and the customer. Customers can enter their card details through their device, removing the need to read the details out to the contact centre agent.

Payment cards can also be tokenised against a customer account, dramatically reducing the time spent on processing payments for regular orders.

The outcome

Dermalogica now have the ability to process PCI-DSS compliant transactions over the phone. This solution not only provides a secure customer payment channel, but it makes for a smoother ordering process.

“Over the past three years, Dermalogica have built up a good working relationship with the management and sales team at Key IVR and will be shortly working together on other exciting projects. Since introducing the platform into our contact centres, managing payments has been made easier and safer for our consumers.”

Gemma Evans

Accounts Receivable/PCI DSS Compliance Manager
Dermalogica

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