Case Study: National Friendly modernises secure payments with Key IVR

National Friendly boosts payments past 2,000 a month with Key IVR

National Friendly, a mutual insurer for the over-50s market, needed to modernize its outdated and non-compliant telephone payment system. Their challenge was to offer customers greater flexibility while ensuring all payments remained secure and PCI DSS compliant for both internal teams and external brokers. They partnered with Key IVR to implement a solution, specifically utilizing their Agent Assisted Payments with Agent Digital Payments services.

Key IVR designed a fully integrated payment ecosystem that included secure web payment portals, SMS payment links, and support for Apple Pay and Google Pay. This solution removed sensitive card data from conversations and automated reconciliation. The results were significant, with payment volumes growing to over 2,000 transactions per month. Key IVR's implementation provided greater customer convenience, improved broker onboarding, and helped reduce early policy exits by making the initial payment process more secure and simple.

National Friendly