Case Study: Ecotricity achieves secure PCI-compliant phone payments with PCI Pal

Ecotricity - Customer Case Study

Ecotricity, a UK-based green energy provider, faced the challenge of improving its PCI DSS compliance and securing phone payments while maintaining a personal customer experience. They partnered with vendor PCI Pal to implement their Agent Assist solution, seeking seamless integration with their Salesforce platform and a more robust security system.

PCI Pal's Agent Assist solution utilized DTMF masking technology to securely process phone payments, ensuring no sensitive card data entered Ecotricity's contact center environment. This integration with Salesforce also provided agents with immediate on-screen customer information. The results for Ecotricity included a fully PCI compliant system, significantly shorter call times, a more efficient and user-friendly process for agents, and an improved overall customer experience without losing their personal touch.

Ecotricity

John Woodward

Head of Service Support