CASE STUDY: Leading European Holiday Company Invests in the Latest Payment Technology During Lockdown

Guest Editor: Elise Pell, Key IVR

As the world took a turn for the worst at the beginning of 2020, Key IVR put extra measures in place to help businesses make it through such uncertainty.

One organization that reached out to Key IVR, was a popular European network of holiday villages. They needed a payment solution that would help them reconcile the many customer holidays they were forced to cancel, following a nationwide lockdown.

The Challenge

Their key objective was to ensure that customers would not be waiting unnecessarily for their refunds to be processed, ensuring a high quality of customer service would continue no matter the circumstances. By taking advantage of evolving payment technology, they would keep their name synonymous with putting customers first.

The short-break holiday company was looking for a self-service solution that would allow customers to process their own refunds for bookings and activities planned over the lockdown period. As the resorts had closed and staff were working from home, this needed to be done in a quick and convenient manner, and as safely as possible. It was vital that any sensitive cardholder data did not pass through their network and the IT setup of those agents working-from-home.

The Solution

Key IVR worked quickly with their customer and operations team, creating a solution that would meet all of their requirements and could be delivered through a dedicated fast-track deployment team. By ensuring the data was safely processed via Key IVR’s secure platform, they could minimize their risk and focus on customer expectations.

Aaron Smith, Technical Account Manager at Key IVR said:

“Working with the team was a breeze. They had a clear vision of what they were looking to achieve, approaching the entire project thoroughly and in preparation for any hurdles that could have arisen. It’s this forward thinking that led us to deliver their solution on time and efficiently, inevitably achieving their goals”.

The solution that Key IVR provided was Click-to-Pay, a reliable pay by link service. Emails and text messages could be sent to hundreds of customers at once, with an important update about their booking and a secure, personalized refund link. Customers were navigated to a fully branded webpage, detailing the changes to their booking and the amount that would be refunded. They could then securely enter the card details that the refund would go to, receiving an email confirmation when successfully processed.

Agents also had the option to send a unique payment link to individual customers via SMS or email, commonly used after or during a phone call or one-to-one customer service interaction.

Customers are then sent straight to the payment card entry screen, with the inability to modify any of the reference or payment amount fields.

The Outcome

The organization was forthcoming and transparent with customers, addressing their financial and holiday plan concerns. By investing in the latest in secure payment technology, they were able to react quickly and reduce the pressure being placed on their customer service teams during the global pandemic.

Want to find out how Key IVR are helping other organizations respond to change? Email keyivr@oakinnovate.com for details.

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