Case Study: Britannia Hotels Limited achieves PCI compliance and secure, faster document handling with OpenText RightFax and Alchemy

Britannia Hotels Protects and Secures Sensitive Customer Data with OpenText

Britannia Hotels, a UK operator of 51 hotels and six Pontins holiday parks, faced a compliance and security challenge: roughly 8,000 pieces of correspondence weekly—about half received by fax—often contained sensitive customer authentication data, putting the company at risk of failing PCI assessments and incurring heavy fines. Britannia needed a non‑disruptive way to eliminate paper fax handling while meeting quarterly and annual PCI requirements.

Working with ProcessFlows, Britannia implemented OpenText RightFax to capture incoming faxes electronically and OpenText Alchemy for secure long‑term archiving and workflow delivery via email links. The solution removed paper dependence, sped document retrieval and query resolution, improved customer service, and enabled Britannia to pass PCI audits and avoid compliance penalties while preparing to roll the system out across its remaining sites.

Britannia Hotels Limited

Karen Pownall

Group IT and Project Manager