Case Study: Collinson Underwent a Digital Transformation With SequenceShift

As a business model, Collinson contact centres are predominantly B2B to Consumer; when their agents speak to customers on the phone, they are speaking to their client’s customers, collecting sensitive personal and credit card data.

For Chris Barrow, Solution Architect at Collinson, this means there is an even higher obligation to ensure the customers are looked after and that Collinson remains PCI DSS compliant.

Before migration from a legacy call centre environment to Amazon Connect, Collinson agents were not able to offer anything beyond a basic customer service and were required to be in a physical office space, costing the business money and leaving opportunities for exceptional delivery on the table.

In addition, when Collinson’s travel industry clients hit their summer peaks, agents struggled to collect the necessary credit card information when experiencing capacity outages, battling finite-related reporting systems and manual intervention between supervisors and team leaders.

Then the cloud-based contact centre platform was rolled out and Collinson was immediately presented with a number of PCI compliance issues.

The global team of agents were now working from home, handling sensitive customer data while operating from insecure environments.

“We have an obligation to all our clients (including the world’s best-known credit card brands); they are financial service organizations, therefore, we have a contractual obligation to protect their card data and so cannot take PCI-DSS lightly,” said Chris Barrow, Solution Architect at Collinson.

Solution

Right at the very beginning of the digital transformation process, Collinson chose to work with SequenceShift as the recommended provider, sitting alongside Amazon Connect and ensuring PCI-DSS standards were maintained.

Since adopting many of the digital transformation products available on the AWS Marketplace, Collinson have yet to run into capacity issues or experience delays when collecting credit card information, reporting a noticeable increase in customer satisfaction and retention.

SequenceShift services, on average, reduce the total cost of ownership for PCI compliance in the contact centre down to 25% when compared to the implementation and ongoing management of a build-your-own solution.

Chris Barrow said: “Many Collinson clients have seasonal businesses: travel insurance peaks in summer in the UK, and with Amazon Connect and SequenceShift services, they don’t have to worry about managing the peak capacity or server availability, because the cloud application will auto scale – one less thing for our technical team to worry about!”

Results

The Collinson finance team were particularly happy because of the zero cost set-up and predictable pay-as-you-go per-transaction charging model offered by Payline.

“Operationally, the integration was very, very easy. Agents took to it right away, which pleased the learning and development team, and the technical teams in the back office, responsible for keeping the system up and running 24/7/365, now have nothing to worry about as all scaling and sizing of the platform happens automatically.”

“As the architect for this digital transformation, when I first began to understand the scope of the Amazon Connect call centre solution and was told about Payline by SequenceShift for the PCI component, I experienced one of those moments from a movie; it was as though there was a glowing aura around the screen, the answer to all our problems was right there, and setting it up was a piece of cake!

You go into the AWS Marketplace, agree to terms and conditions, complete a bit of admin, and in no more than a few hours we have connected our global call centre to Payline.” – Chris Barrow

This blog post has been re-published by kind permission of SequenceShift – View the Original Article

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