Case Study: West Kent Housing Association improves tenant card payments with Key IVR's self-service Payment IVR

West Kent Housing Association - Customer Case Study

The customer, West Kent Housing Association, faced the challenge of needing to process card payments 24/7, especially after the global pandemic. They required an automated, self-service IVR system to take payments from various card types and provide an option for customers to break out to a service agent during office hours. Key IVR was engaged to provide a solution to meet this requirement.

Key IVR delivered a custom Payment IVR system with SFTP integration. The solution successfully modernized the payment process, leading to a measurable increase in monthly card payment usage and a reduction in calls directly to the customer service team. This allowed West Kent to redistribute resources, improving team morale. Key IVR also resolved initial technical challenges, such as handling account references with letters, ensuring a smooth implementation and high tenant satisfaction.

West Kent Housing Association