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Utilities

When it comes to making utility bill payments, consumers want to know their data secure regardless of payment channel.

Providing a high quality customer experience in the utilities sector is vital to ensure that customers are fully satisfied with the service they are receiving, so they are not tempted to switch supplier.

Consistent service and competitive pricing are a given, however utility providers must also be aware of the trust that consumers have in their brand – and data security today plays an integral part. With data breaches continually hitting the headlines, utility companies need to be able to demonstrate that they are employing the latest methods to protect the way their data is being handled, transacted and archived.

In our global research, the utilities industry appeared in the top five ‘least secure industries’ when it came to data security for consumers in Australia, North America, the United Kingdom and Mainland Europe – giving a stark warning for utility companies worldwide to move data security up their agendas.

As a highly competitive market, with a wide choice of suppliers, carrying a bad rep for unsecure data practices is enough to lose the data security-conscious consumer of today to another provider altogether.

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Our success stories

Some of the world’s most recognisable organisations choose PCI Pal to secure their payments and protect their reputations.

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Get in touch today to discuss our solutions and your specific requirements.

What our clients say

It was clear that PCI Pal’s solution would give us everything we need. And, as a partner with Vonage, it could be integrated - so we didn’t need to bring in a new third party to manage our compliance needs.

Andrew Thompson - Business Services Change Manager
British Medical Journal

We’ve fundamentally changed the way we’re handling our customer interactions. We have a new way of taking calls which is integrated with our Salesforce system and connects payments, billed interactions and customer contact in one place. It’s much more user-friendly and suits the way our customers want to provide the information to us - it’s a far better experience for our customers.

John Woodward - Head of Service Support
Ecotricity

The PCI Pal team have always gone out of their way to adapt their solutions as our business needs have evolved. We would certainly recommend PCI Pal, not only are they digital, safe and secure, but they’re also very forward-thinking, so great for any retail e-commerce business.

Heather Gibson - Brand Experience Director
AllSaints

The beauty of PCI Pal’s Agent Assist is that, not only could we integrate it with all of our existing voice and payment systems, but it provides a seamless way of working for our call centre agents. In fact, I would say we have improved the overall customer experience, as payments can be handled faster, with average call lengths reducing by at least 20% because of the efficiencies it provides.

Jason Hall - Service Delivery Manager
DDC OS UK

We are really pleased with how Agent Assist is today supporting us. The solution is extremely effective, the team has been brilliant in supporting us deliver this project and we now have a very stable solution that enables us to take card details in a compliant way, while continuing to record our calls.

Matthew Lippert - Assistant Manager
iFLY

PCI Pal’s tools are known as the Number 1 in the industry. It was exactly the solution we needed for the problem we had and they’ve delivered something absolutely spectacular.

Alex Denley - Head of IT
Kidzania

We haven’t looked back since – the comparison from our previous supplier is like night and day.

Stephen Wright - IT Engineer
Pennon Water Services

PCI Pal’s Agent Assist has turned our Cardholder-not-Present payments around; transaction times have reduced, our agents are happy as they see all calls through from start to completion and PCI compliance is assured. What makes this a complete success however is that the payment failure rate has dropped from around 25% to less than 5%, which has completely exceeded our expectations.

Andy Kinney - System Manager
Vax

For Pennon Water Services, we are committed to delivering simple, accurate and timely billing for water services within one bill, one payment date and one telephone number to call. Working with Vonage and PCI Pal enables us to deliver on this commitment, in a secure and compliant way, satisfying both our clients and our staff in the process.

Stephen Wright - IT Engineer
Pennon Water Services

The process of buying an insurance policy is now easier; the process is much more refined and so customers are less likely to drop out. For our agents, our call times have improved which is a big measurement for us. Ultimately, our agents prefer it, our customers prefer it and we are seeing a big jump in efficiencies all round.

Tom Bowen - Senior Database Architect
Verex

I wholehearted support and endorse PCI Pal, everything is great with the relationship. We worked great as a team and now the solution is in place, our customers like it, our agents like it, and it just works.

Sandy McMurry - Helpdesk Technician
TRADER
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