How Total Tiles took card payments from home-working staff with Paytia

The challenge

When COVID-19 lockdowns sent Total Tiles' team home, the firm hit a wall: how do you keep taking customer card payments safely when staff are working from their kitchen tables? Their usual way of handling card details over the phone wasn't secure or PCI-compliant once everyone was remote. They needed a way to keep orders flowing and customer card data protected, without bringing that data into a scatter of home offices.

The solution

Total Tiles moved its phone payments onto Paytia. Now the remote sales team never sees, hears, or handles a customer's card details. The customer stays on the call with the agent and keys their card number straight into their own telephone keypad, where Paytia masks the digits. That takes card data out of Total Tiles' environment completely, so working from home no longer puts customer data at risk.

The results

The change settled quickly. Agents could take payments from home without ever touching card details, so the business carried on through lockdown with customer data kept out of its systems. Calls ran more smoothly because payment no longer meant scribbling numbers down or reading them back, and agents could put their attention on the customer instead of payment admin.

Key benefits

• Home-working staff take card payments without handling card details
• Customers key their card number into their own phone, staying on the call
• Card data never reaches Total Tiles' systems