Customer Challenges
The majority of InsureandGo’s policies are purchased via its e-commerce service but a significant proportion is transacted via telephone-based payments in the group’s Southend office.
InsureandGo used a system that employed ‘pause and resume’ technology when taking payment card details over the phone. They were reliant on the system automatically starting and stopping when the customer was ready to offer their payment information.
A large infrastructure migration project was underway, which meant the organisation moving from Level D SAQ to Level A PCI Self-Assessment Questionnaire (SAQA). As such, John Forrow, Chief Security Officer for MAPFRE, was keen to identify a new solution for handling the organisation’s PCI compliance.
How Did iNet Help?
iNet had already been providing network and inbound telephony solutions to MAPFRE for over 8 years. We deliver over 100,000 calls per month averaging circa 1.5 million minutes.
Mapfre liased with us about our PCI compliance solutions. iNet offers PCI compliance solutions integrated directly into our network. Onsite product demonstrations were provided to InsureandGo’s IT and contact centre management. This alos provided an opportunity to fully understand the customer journey, scope requirements, assess the overall infrastructure needs, and plan implementation.
Mapfre worked with us to implement our integrated PCI compliance solution ensuring PCI de-scoping, that the customer call was recorded end-to-end, and that the customer journey was not negatively impacted.
The Result
MAPFRE’s network and PCI processes are is now simpler, reduced scope from PCI DSS achieving SAQ A, increased security, payment data is off Mapfre’s network. Mapfre how has a seamless customer experience with agents available throughout the call. The full call is now recorded end-to-end, and the solution is remote-working enabled.
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