Utilities – PCI Compliant Contact Centre Payments for Natural Gas Supplier

The Company

This organisation is one of the UK’s largest suppliers of liquefied petroleum gas (LPG).  From its central contact centre, its team of almost 160 agents handle payments for both retail and wholesale LPG products. On average around 18-20 telephone-based payment transactions take place every hour. In 2019, the company embarked on a programme to refresh its payment security compliance, to integrate with its existing payment gateways and CRM solution, to provide a seamless payment process to its B2B and B2C customers.

The Compliance Challenge

Recognising that they needed to update their existing processes to ensure PCI compliance, they needed a solution that could be integrated with its existing payment gateway provider, PaySafe, but also with its Salesforce CRM solution and telephony provider, Vonage, to ensure the process was familiar to agents, for a seamless customer experience.

The Solution

Vonage, as a partner of PCI Pal, recommended the organisation adopted PCI Pal’s  Agent Assist solution, which could be integrated with its telephony and CRM platforms, as needed, to enable customer service staff to securely handle telephone-based card payments. In 2020, however, they switched to the payment service provider Stripe. The teams at Vonage and PCI Pal supported the integration of the new provider to ensure that the transaction process remained seamless and did not interrupt business processes.

Download the success story to read more on how PCI Pal allowed this organisation to achieve and maintain PCI compliant contact centre payments. Discover how the flexibility of our cloud-based solutions ensures a seamless agent experience and a customer journey that remains consistent, even when other business processes change.