Renault & Nissan customers Get EchrohPay
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LONDON--July 11, 2011: Eckoh plc (“Eckoh” or “the Company”)
“The success of the service has proven how the automation of appropriate calls has brought significant and rapid benefits to our organisation. EckohPAY gives our customers complete peace of mind that their payments are being handled in a PCI DSS compliant manner.”
Eckoh plc (AIM: ECK), the UK’s leading provider of customer service solutions using speech recognition, is pleased to announce that the EckohPAY solution for RCI Financial Services, which was announced on 1 November 2010, has already processed transactions worth £3.2 million since its launch in April 2011.
RCI Financial Services Ltd (RCI), the specialist motor company provides finance solutions to Renault and Nissan customers of new and used cars and light commercial vehicles and provides funding to the Renault and Nissan dealer networks. RCI prides itself in offering top quality services that its customers have come to expect.
Prior to adopting Eckoh’s technology all customer service calls, including payment requests, contract settlement figures and dealer calls were dealt with by agents. More than 400,000 calls were received by the contact centre annually with the majority of the calls being for information on contract settlement amounts.
A critical requirement for RCI was to select a provider that was PCI DSS compliant and would enable them to free up agents to handle the more complex customer service requests. The Payment Card Industry Data Security Standard (PCI DSS) is the payment card industry requirement for all organisations that store, process or transmit credit or debit cardholder data.
Alan Heaffey, Director of Operations, RCI Financial Services commented: "It was critical for RCI to work with a payment supplier which could demonstrate full PCI DSS compliance. Eckoh not only provides this but also has the infrastructure required to serve our customers securely, quickly and efficiently. The Eckoh team has shown itself to be highly responsive to our business needs and we have confidence that our customers' future demands will be well catered for."
Following a contact centre discovery session at RCI’s contact centre, Eckoh proposed its real-time PCI DSS compliant payment solution, EckohPAY combined with EckohID, an automated solution that captures and validates a caller’s details, to securely authenticate the caller. The solution was implemented in early April 2011 and includes; PCI DSS compliant payments, provision of settlement figures via phone and SMS, a dedicated Dealer Network number and the ability for agents to transfer the caller to the automated payment service.
Using Eckoh’s speech recognition capability customers are identified and verified by EckohID for all services, capturing agreement number or postcode followed by car registration and date of birth. Callers are then able to make real-time secure card payments or receive contract settlement figure via phone or SMS.
Callers have the option to speak to an agent at any time. Prior to connecting the call, the agent receives a “whisper message” that gives them information the caller has already provided. This enhances the caller experience and ensures maximum agent efficiency.
Additionally, agents have the ability to transfer a call to the automated service when a payment is going to be made. This reduces the risk of agent error and provides the caller with confidence that their payment is being handled in a secure environment.
Alan Heaffey, Director of Operations at RCI Financial Services commented: “The success of the service has proven how the automation of appropriate calls has brought significant and rapid benefits to our organisation. EckohPAY gives our customers complete peace of mind that their payments are being handled in a PCI DSS compliant manner.”
The solution was an instant success and has delivered a PCI DSS compliant payment solution, a scalable and flexible means of handling routine queries, a rapid return on investment, optimised agent resource to deal with more complex queries and 24x7 customer service.
The solution has already resulted in the processing of payments worth £3.2 million since the launch of the service on 8 April 2011. It has also reduced the scope of RCI’s compliance project by outsourcing its payment processing to a Level One PCI DSS compliant Service Provider, which has avoided costly expenditure on equipment or licences.
Nik Philpot, Chief Executive Officer of Eckoh commented: “The solution reflects the importance of ensuring cardholder data is handled securely whilst still maintaining the highest level of customer service. Eckoh's solution provides a payment service that is secure, compliant and available 24x7, and also maximises the efficiency of RCI's contact centre by freeing up agents to focus on more complex customer service requests.”
About Eckoh plc
Eckoh plc (AIM: ECK) is the UK’s leading provider of customer service solutions using speech recognition, and complementary services on the web and mobile.
Eckoh’s solutions enable routine transactions, enquiries or payments to be processed without the caller needing to talk to a contact centre. This significantly reduces its clients’ costs, whilst freeing up contact centre agents to deal with more complex enquiries. Eckoh is the largest provider of such hosted services in the UK.
Eckoh’s secure and resilient infrastructure has the scalability to handle over 650,000 calls an hour and up to 8,000 calls simultaneously, which means calls can always be answered no matter how unpredictable the circumstances.
About RCI Financial Services
Renault Finance and Renault Business Finance are trading names of RCI Financial Services Limited, a wholly owned subsidiary of Renault S.A.
RCI Financial Services Ltd finances 1 car every 8 minutes and prides itself in offering the top quality services that its customers have come to expect from a specialist motor company.
RCI Financial Services provides finance solutions to Renault and Nissan customers of new and used cars and light commercial vehicles. The company also acts as an insurance intermediary for payment protection and GAP products. In addition, RCI Financial Services provides funding to the Renault and Nissan dealer networks.
