Customer Success Stories & Case Studies

Challenge

Insure and Go's call centre using Digi-desk by Citrus telecom faced the critical security challenge of agents capturing real payment card details during customer calls for travel insurance purchases, policy modifications, and emergency claim payments. With strict PCI DSS compliance requirements and the constant risk of data breaches, the company needed to completely eliminate card data exposure from their agent workstations and business systems while maintaining efficient customer service for urgent travel insurance needs.

Solution

Paytia deployed a unified common capture service that seamlessly integrates with Insure and Go's Digi-desk infrastructure across all locations. The centralized platform ensures identical DTMF tone collection and security protocols whether agents work from headquarters or home offices. Customers experience the exact same payment process while agents maintain familiar workflows regardless of their physical location.

Results

Insure and Go achieved 75% PCI compliance scope reduction across all agent locations with complete work location flexibility. The common capture service enabled seamless hybrid working while maintaining consistent customer experiences. Remote worker productivity matched office performance as all agents accessed identical secure payment capabilities through their Digi-desk systems.

Key Benefit

Challenge

Warby Parker, a rapidly growing eyewear retailer, faced significant challenges with their phone-based order processing system. As call volumes increased, the company struggled with PCI DSS compliance requirements while handling customer payment information over the phone. Their manual payment processing was time-consuming, increasing average call handling times and creating security risks as agents directly handled sensitive card details. They needed a solution that would maintain their high standards of customer service while addressing these security and efficiency concerns.

Solution

Paytia implemented their PCI-compliant telephone payment system that allowed Warby Parker's customer service representatives to remain on the call with customers throughout the payment process while completely removing card data from their environment. The system enabled customers to input credit card details directly through their telephone keypad, with the data securely transmitted to payment processors without passing through Warby Parker's systems. The integration with their existing CRM ensured that all transaction records were automatically updated without additional manual steps.

Results

After implementing Paytia's solution, Warby Parker saw immediate improvements in both security and efficiency. Call handling times decreased by 35%, allowing customer service representatives to handle more calls while providing more personalized service. The company achieved full PCI DSS compliance, eliminating a significant regulatory burden and associated costs. Customer satisfaction scores increased by 28% specifically related to the payment experience, with customers appreciating the enhanced security and convenience. The solution also reduced payment errors by 42%, minimizing the need for follow-up calls to resolve payment issues.

Key Benefit

Challenge

CAS needed to securely process customer payments over the phone while maintaining high standards of customer service. Their existing process involved agents directly handling sensitive card details, which created security risks and PCI DSS compliance burdens. They sought a solution that would remove card data from their environment without compromising the personal touch that was central to their customer service ethos.

Solution

Paytia implemented their secure virtual terminal and payment links solution. The virtual terminal allows CAS agents to remain on the call with customers while the customers enter their card details securely via their telephone keypad. The payment links functionality provides an additional option for customers who prefer to complete their payment at a later time. Both approaches ensure that sensitive card data never enters the CAS environment or systems.

Results

The implementation successfully eliminated all card data from CAS systems, removing them from PCI DSS scope. Customer payment options were expanded to include both real-time telephone payments and convenient payment links. Support calls related to payment issues decreased by approximately 25% as the streamlined process reduced customer confusion. The solution maintained the personal customer service experience while enhancing security and reducing administrative overhead.

Key Benefit

Challenge

When COVID-19 lockdowns forced Total Tiles to transition to remote working, they faced a significant challenge: how to securely process customer card payments when staff were working from home. The company was processing 25-30 orders per day, but the traditional card payment methods were not secure or compliant for remote work environments. They needed a solution that would maintain business continuity, ensure PCI DSS compliance, and protect customer card data.

Solution

Total Tiles implemented Paytia's secure payment platform, which enabled their remote sales team to process payments without ever seeing, hearing, or handling customer card details. The system allows customers to input their payment information directly via their telephone keypad while remaining on the call with the sales agent. This secure approach completely removed card data from Total Tiles' environment, eliminating compliance concerns associated with remote working.

Results

The implementation had an immediate positive impact on the business. Within just one week, Total Tiles saw their daily order processing increase from 25-30 orders to 45-50 orders per day - an 80% improvement. The time spent on call handling reduced significantly as payment processing became more efficient. Sales agents reported better customer interactions as they could focus on customer service rather than payment administration. The solution ensured that the company could maintain secure operations with staff working from home while complying with all PCI DSS requirements.

Key Benefit