Osborn Leisure uses Paytia to take secure phone deposits for holiday park bookings, so card data never reaches their staff or systems. A hospitality case study.
“I would recommend Paytia to any business that takes payments over the phone. Our customers love the feeling of having control and security over their private information, and we love providing superior customer service. Paytia has improved our business processes and customer experience immeasurably without charging us large set up and integration fees.”
Osborn Leisure needed to take booking deposits and break damage payments by phone without card numbers ever entering their environment. Osborn Leisure, a subsidiary of Osborn LLP, has been established for over 20 years and is known for a personal approach to customers and the quality of its service. As owners of three holiday parks across Sussex, they wanted a payment setup that improved the customer experience and built trust with their loyal customers. The trouble was, Osborn had to ask customers to read out their card details when booking over the phone. That put both the business and the customer at risk, and it made for a poor experience. The business cared about meeting its banking obligations to protect card details in line with PCI DSS. Customers were increasingly reluctant to read out their card details for fear of card abuse. And when Osborn tried payment links instead, a lot of customers simply didn't complete their booking once the call had ended.
"It was a no-brainer. We had to find a payment system where we could complete the booking and deposit payments during the call. This was to reduce the chance of a potential customer slipping away once the phone call had ended, which was starting to become a real problem for our business. We needed to find a way to capture these card details when our customers phoned us with a booking, in a way that was compliant and up to the same rigorous security standards as our other payment channels," said Seb Longrigg. Previously, using Worldpay's Virtual Terminal, Seb and the team had to work through PCI DSS compliance tasks by hand, often as a monthly phone call to validate compliance, and they paid extra for the privilege even though it didn't actually solve their problem. Seb turned to Paytia, and the Secure Virtual Terminal ticked all the boxes. It let the team take card payments during calls while protecting card data, and they could stay in contact with the customer throughout. It worked on the business's own phone numbers. It was quick to set up, with transparent and flexible pricing. The customer keys their card number on their own phone keypad. With Paytia's DTMF masking, the agent never sees or hears the digits, the card data never enters Osborn's systems, and the payment still goes through. As Osborn's outsourced provider, Paytia takes on most of the PCI DSS responsibility for phone payments under its Level 1 Attestation of Compliance. With no set-up fees or integration costs, it was an easy decision.
Paytia's Secure Virtual Terminal is now used to reach Osborn customers across the country and take every payment securely. Seb and his management team can focus on growing the business instead of being held back by data protection requirements. Taking payments on calls is easier thanks to the simplicity and security of the setup. Customers have given positive feedback too: they trust the security of the system and enjoy the conversations they have before and after the payment.
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