Case Study: a large UK train operator achieves secure, PCI-DSS compliant refunds with Key IVR

Large UK Train Operator - Customer Case Study

Key IVR worked with a large UK train operator that needed to improve both customer satisfaction and its security compliance. The company's challenge was an outdated refund process where customers had to wait to receive a cheque by post, which was neither efficient nor secure.

Key IVR implemented an Agent Assisted Payment solution that allowed customers to process secure refunds over the phone. This PCI-DSS Level 1 compliant system let customers enter their card details directly via their keypad during a call with an agent. The solution from Key IVR drastically sped up refund times, improved customer satisfaction, and enhanced the public perception of the brand.