We recently had the opportunity to engage in one of our favorite “deep dives” for an electronic billing platform for public utilities. In this case, we not only needed to think about their customers, but also the customers of their customers.
Reduce PCI Risk
Their customers required a new payment channel, automated payments by phone. In their case, regional public utilities, who were looking to reduce their PCI compliance risk by shifting phone payments from their CSR’s to an automated IVR payment solution. Also, many of their customers were looking for a pay-by-text method in response to marketplace demands.
Having built its reputation on providing solutions specific to each organization and not settling for one-size-fits-all, they needed a seamless payment experience.
Compass Payments Suite
We integrated the Compass Payments Suite into their platform, along with a needed unique API for accepting text payments. While working with their team, we also discovered several optimizations that would improve their IVR and overall customer experience. We helped them make necessary changes to their call flow.
The results and customer adoption exceeded expectations. And with the new payment method as part of their core product, their feature set was on parity with competitors, helping new business efforts.
Moving forward, we’re adding end-of-call customer satisfaction surveys and the ability to make charitable donations when paying by phone.
We delivered the modality their customers’ customers requested, while also improving their core business and customer service.