Case Study: Caravan and Motorhome Club achieves PCI DSS compliance with Sycurio.Voice

Caravan and Motorhome Club cruises to compliance with Sycurio

The Caravan and Motorhome Club, a large membership organization, faced a significant challenge in achieving PCI DSS compliance for telephone payments processed through its 110-agent contact center. The club needed a way to securely handle the card details provided by its members over the phone without disrupting the customer experience or creating an incomplete call recording. They chose to implement the Sycurio.Voice solution from vendor Sycurio to address this.

The Sycurio solution used DTMF masking to allow members to input payment details directly via their phone keypad, keeping data hidden from agents and preventing it from entering the club's IT systems. This ensured full PCI DSS compliance for telephone payments. The results included high member acceptance, enhanced agent productivity, and shorter call times. Sycurio's implementation also provided a scalable, cloud-based platform that easily handled seasonal demand surges.

Caravan and Motorhome Club

Jon Laws

Financial Controller