SCS is a long-term PTX user for secure supplier payments, payroll and customer refunds. It wanted to change the customer refund process to take advantage of the latest push email technology, helping productivity in the Customer Experience department.

Refunds were issued to the original payment card or as a Bacs payment directly to the customer bank account. Managing call volumes and data entry into the CRM system was very time-consuming, so the Customer Experience team had two full-time employees focused on making outbound calls and generating refunds and goodwill payments.

BENEFITS

Eliminated manual effort by using a touchless refund process

Improved customer experience

2 FTE freed up for redeployment on other customer experience activity

Rapid ROI thanks to a project that went live in just 12 days

Reduced risk of error or fraud

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