Retail – Global Appliance Manufacturer

The Company

This multi-national domestic appliance manufacturer, founded more than a hundred years ago, now employs 92,000 people worldwide with revenues exceeding many billions. The company manufactures its own brand of home, kitchen and laundry appliances as well as marketing and selling multiple other homeware goods.  To handle customer enquiries and cardholder not present payments, the global household brand operates fifteen contact centres in the US, Canada and Europe, employing around 1800 contact centre agents, and compliance is always a top priority.

The Compliance Challenge

As a Level 1 merchant, the organisation must meet the strictest requirements of the PCI DSS. This had been managed with legacy systems which were becoming increasingly difficult to maintain as the organisation grew. As a result of numerous acquisitions, the organisation operates multiple disparate systems with no single point of integration. It became apparent they needed a single solution that could be implemented across all their contact centres, including remote workers, without negatively impacting the customer journey.

The Solution

The manufacturer already uses end-to-end payment engine provider, Worldpay from FIS for payments. To help the manufacturer to descope telephone payments in all of its contact centres, they introduced PCI Pal to provide a cloud-based payment security and compliance using Agent Assist. To support the organisation’s global operations, the PCI Pal team had to work with numerous global partners such as  AT&T and Genesys, to meet their needs.

Download the full success story to discover more on how this organisation harnessed the flexibility of PCI Pal’s solutions to meet their PCI DSS requirements, without compromising on customer experience.