Case Studies

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Pelican Business
De-scoping the entire contact centre to meet PCI DSS and ensure payment security
De-scoping the entire contact centre to meet PCI DSS and ensure payment security

PROFILE

Industry: Business Services    Employees: 387    Transactions: 75k Jan-Sept18

Business: Business services company that manages metering, billing and collections for two major water companies.

Challenge: To achieve and maintain PCI DSS compliance to reduce the risk of fraud and the impact of data breaches.   

Solution: CallGuard Hosted for agent-assisted payments and EckohPAY for automated, Self-Service payments.

Benefit:

  • Contact centre de-scoped from PCI DSS audit
  • Customers can pay via an agent or self-service
  • No customer data is seen, heard, recorded or stored by the business

Background

Pelican Business Services is an award-winning provider of integrated business services. They are owned by two major water utility companies and was established as a joint venture to manage all their metering, billing and collection operations. It also served as a point of contact for all non-operational customer enquiries.

They operate one Bristol-based contact centre with 120 agents who handle a variety of enquiry types many of which result in taking a telephone payment from a wide range of customers from students to the elderly. 

Challenge

As a professional organisation, taking card payments, they were required to be compliant with the Payment Card Industry Data Security Standard (PCI DSS) which is required by the major card companies in order to continue taking these payments and avoid heavy fines in the event that sensitive data was breached.

Contact centre agents were asking their customers to read out their card details over the phone so that they could be entered manually into the payment system. This exposed the customer's data to the potential for theft and fraud – a situation that Pelican wanted to eliminate.

Solution

Eckoh implemented its patented CallGuard solution which completely removes their contact centre from the scope of the PCI DSS audit. This simplifies the whole compliance process for Pelican and significantly reduces the risk of fraud and the impact of a data breach.

To enable Pelican’s customers to make payments at any time of day or night, when it’s convenient to them, EckohPAY was also delivered to provide secure, automated, self-service payments via the IVR.

With their commitment to delivering excellent customer service, Pelican is also able to demonstrate to its customers that their payments are taken securely. 

With Eckoh’s CallGuard solution we’re proud to show that we take our customers’ data security seriously. Now, our contact centre is PCI DSS compliant and the compliance burden, along with the risk, has been significantly reduced. Pelican Business

Value

  • Agents can stay in contact with the customer throughout the call
  • Reduced risk of fraud and burden of PCI DSS compliance by de-scoping the contact centre
  • Easy for contact centre agents to use
  • Customers can self-serve, making payments any time of day or night
  • Offering secure payments via agent or self-service to ensure that no customers are disadvantaged
  • 75,000 secure payment transactions made between January to September 2018

  pdf DOWNLOAD CASE STUDY PDF (154 KB)

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