Case Study: Sonos Achieves PCI Compliance With SequenceShift

Sonos is a global leader in smart speaker technology, headquartered in Goleta, California. With around 1,900 employees, Sonos is committed to delivering high-quality sound systems and exceptional customer service.

Operating from multiple locations worldwide, Sonos has established itself as a benchmark in the audio industry, winning numerous awards for innovation and excellence.

Challenges

Sonos, known for its innovative approach and exceptional customer service, faced significant challenges in processing phone payments due to rigorous PCI standards.

This limitation resulted in missed opportunities to upsell during calls, restricting phone purchases and negatively affecting customer experience.

To capitalize on the growing trend of customers interested in purchasing over the phone and maximize its potential, Sonos needed a solution that could seamlessly integrate with its existing systems, specifically Service Cloud Voice and Amazon Connect.

Finding a solution that could be deployed quickly was paramount. It was crucial for any solution to integrate directly without requiring additional partners for implementation. Operating under a tight timeline, Sonos aimed to complete the implementation before the holiday period.

Solution

SequenceShift’s Agent Assisted Payline solution emerged as the ideal choice for Sonos due to its swift implementation and seamless integration with Salesforce.

The ability to quickly set up a cost-free proof of concept (POC) allowed Sonos to address their challenges promptly, simplifying the selection process, and building confidence in the solution’s capabilities.

In less than a month, Sonos deployed SequenceShift’s PCI-compliant phone payment solution, integrating it smoothly into their systems.

Operating entirely within the Amazon Connect & SCV instance, there are no transfers or dial-outs to external networks, eliminating the need for voice trunks or capacity engineering.

This design enhances reliability, reduces potential points of failure, ensures superior voice quality, and maintains full control without the risks associated with third-party transfers.

SequenceShift’s team provided exceptional support throughout the implementation, ensuring timely assistance within tight deployment timelines.

The self-service implementation enabled Sonos to set up the POC within days, test the solution, select it, and implement within a month.

Ultimately, the Payline solution empowered Sonos to overcome previous service limitations, enhance customer interactions, and boost sales opportunities.

Results

The results were immediate and transformative. Sonos agents can now securely process sales over the phone, enhancing both operational efficiency and customer experience.

With SequenceShift, Sonos not only resolved a critical issue but also positioned themselves for continued growth and success.

Since implementing SequenceShift’s solution, Sonos has experienced multiple benefits:

“The ease with which we could construct the proof of concept really instilled a high level of confidence in SequenceShift. The ease of testing and validation played a significant role in our decision to move forward with the solution,” said Mathijs Parent, Call Centre Solutions Architect at Sonos.

SequenceShift’s Payline solution was implemented in less than a month, seamlessly integrating with Sonos’ existing Service Cloud Voice and Amazon Connect systems. The straightforward steps outlined in the provided documentation allowed for a swift and efficient setup.

“We’ve expanded the implementation globally, and notably, integrated Payline directly into our regular agent-only checkout system, enhancing the overall user experience for a seamless process,” said Mathijs Parent.

Amazon Connect and SCV integration ensured that phone payments remained under the agent’s control throughout the entire process, minimizing errors and providing a smooth and intuitive process for both agents and customers.

Future

At present, Sonos Sales agents are utilizing the solution, and there are plans to initiate a small pilot program with the Technical Support teams to explore opportunities for upselling. The implementation of the PCI solution in the call centre is a significant step forward in Sonos’ digitization transformation plans.

By securely handling payment card information, they not only ensure compliance with industry regulations but also enhance the overall security of customer data.

This initiative streamlines payment processes, reduces manual errors, and enhances the customer experience.

Additionally, it aligns with the broader goal of modernizing operations and leveraging technology to improve efficiency and security across all aspects of the business.

For more information about SequenceShift - visit the SequenceShift Website