Case Study: ScS achieves faster, touchless customer refunds with Bottomline PTX Payouts

SCS Gets it Right the First Time for Customer Refunds

SCS, one of the UK’s leading sofa and carpet specialists, needed to modernize a highly manual customer refund process that was consuming time in the Customer Experience team and creating risk of error and fraud. Working with Bottomline and its PTX Payouts service, SCS wanted a faster, more efficient way to handle refunds and improve the customer experience.

Bottomline implemented a touchless, self-service refund flow using PTX Payouts, with branded emails, validated bank detail capture, and automated Bacs payments. The project went live in just 12 days, 80% of customers opened the refund email, 91% completed the process via the link, and 2 FTE were redeployed to other work, while SCS also reduced manual effort, improved controls, and lowered fraud and error risk.

ScS

Sarah Burke

Project and Development Coordinator