Case Study: Leeds Building Society streamlines mortgage payments with Key IVR

Leeds Building Society - Customer Case Study

Leeds Building Society sought to modernize its payment processing in the wake of the global pandemic. They needed a self-service solution to handle mortgage payments, aiming to increase convenience for members and free up their customer service teams. To address this, they partnered with Key IVR to implement a secure payment IVR system.

Key IVR delivered a PCI-DSS compliant Payment IVR that is available 24/7, featuring identity verification and SFTP integration. This solution has processed over 8,000 transactions, drastically increasing the ease of taking payments and freeing up staff to handle more complex calls. The success of the project led Leeds Building Society to expand its relationship with Key IVR for additional services.

Leeds Building Society

Tony Lewty

Operations Change Delivery Lead