Kingfisher partnered with Eckoh to secure payments across B&Q and Screwfix contact centers. Over the past 10 years, Eckoh has helped maintain PCI compliance, support major transitions, and align payment security with business goals, without disrupting customer experience.
Overview
Kingfisher plc, the international home improvement group behind B&Q and Screwfix, began working with Eckoh in 2014 to strengthen its payment security. The partnership started with a focus on PCI-DSS compliance and evolved into a long-term strategy that keeps Kingfisher ahead in both security and innovation across its contact center operations.
Challenge
Kingfisher processes thousands of customer payments daily across multiple brands. As the transaction volume grew, it became increasingly more difficult to secure customer data and maintain PCI-DSS compliance, without sacrificing operational efficiency or customer experience.
To meet these demands, Kingfisher needed a payment security partner who could protect sensitive information across both B&Q and Screwfix contact centers. They also sought a partner who could adapt to shifting consumer expectations and support long-term business changes.
In 2023, Kingfisher faced a significant challenge when they decided to switch to a new contact center provider. This large-scale transition process required them to maintain payment security and compliance, while avoiding any disruption to service or data protection standards.
Solution
Eckoh responded to Kingfisher’s needs by delivering scalable, secure solutions that could evolve with the business.
Kingfisher first implemented Eckoh’s CallGuard, a PCI DSS-compliance tool that allows agents to take payments securely over the phone. Kingfisher rolled out this solution across both B&Q and Screwfix contact centers, creating a strong foundation for secure transactions.
As the relationship matured, Eckoh took a more strategic role by advising Kingfisher on broader payment security approaches. When Kingfisher began their transition to a new contact center provider in 2023, Eckoh provided hands-on support. They set up clear communication channels, collaborated closely with internal teams, and helped manage the migration with minimal disruption. Today, Eckoh continues to support Kingfisher’s daily operations while driving innovation.
Results
Kingfisher now operates with a secure and stable payment environment across all contact centers. Their smooth transition to a new contact center provider in 2023 proved the resilience of their payment security framework and the value of Eckoh’s support.
Kingfisher’s strategic partnership with Eckoh helps align security efforts with broader business goals. They said,
“Eckoh has been a true strategic partner throughout our journey. Their deep understanding of payment security and hands-on support gave us the confidence to move forward without disruption, especially during our contact center migration.”
Eckoh’s ongoing commitment to advancing payment solutions ensures Kingfisher stays ahead of emerging trends while maintaining strong data protection.
After 10 years of collaboration, Kingfisher continues to rely on Eckoh as a trusted partner. Together, they have moved from simple compliance to a comprehensive, strategic approach to payment security that supports Kingfisher’s leadership in home improvement retail.