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Retail – Michelin

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The Company

Michelin is the largest tyres manufacturer in the world, operating 117 production sites in 26 countries and employing 124,000 people. The North American Inside Sales organisation was set up via a dedicated contact centre organization, Sitel, in April 2019. Contact centre staff may be handling sales inquiries or taking payments over the phone. As such, PCI DSS compliance and secure payments are of top priority.

The Compliance Challenge

Jill Weis, Michelin’s Director of North American Inside Sales, explains, “The North American business is divided into two primary groups. The business-to-business (B2B) division, which includes tyres for applications ranging from small and large truck fleets to earth mover, and mining. The business to consumer (B2C) division includes large and small dealerships that fit tyres for consumers’ vehicles.”

For some programmes, members pay exclusively using credit cards.  When the pandemic hit, contact centre staff were moved quickly to working from home to keep safe. This posed a problem for their IT and security teams as their remote contact centre operations were no longer PCI compliant.  They needed an effective solution that ensured their contact centre operations and agents were PCI compliant regardless of where they were working from.

 

The Solution

Sitel is a technology partner of PCI Pal and together already serve a number of customers. This existing partnership allowed PCI Pal’s Agent Assist solution to be quickly and smoothly deployed in order to descope their contact centre operations from PCI DSS requirements. Agents can quickly launch this application from their NICE inContact telephony system, and customers enter their details securely via their telephone keypad. This made the payment process smoother and more secure for customers and reduces average handling time for agents.

 

Download the success story to discover more about what happened when Michelin leveraged PCI Pal’s Agent assist to meet their PCI DSS requirements without compromising on customer experience.

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