The challenge

The company faced a significant challenge with their over-the-phone payment system due to manual internal procedures. The existing payment process was cumbersome, often requiring multiple rounds of back-and-forth calls for payment collection and confirmation, creating risk for PCI compliance. They needed a solution that could both improve the customer payment experience and create a simpler, more secure internal payment workflow.   

The solution

By adopting Glider's platform the customer service team has transformed their phone-based payment process into a secure and compliant operation. Our agent assisted payments capability enables the company to send payment messages via SMS or email while on a call with a customer, and their customer can easily and securely pay using their preferred payment method. Both the company and the customer promptly receive feedback on the success of the payment, with this real-time visibility enabling the team to intervene or offer guidance to customers whenever necessary.

The outcome

Glider's solution has eliminated the need for customer call backs to verify payments and internal cross-team exchanges for confirmation. The sales and finance teams now execute phone-based payments with full PCI compliance. Glider's platform is user-friendly, required minimum integration effort and is significantly more affordable than other options in-market. The implementation has brought about a reduction in capital expenses while significantly improving the payment experience for customers.