Client Profile

Industry: Retail
Employees: 10,000+
Revenue: $246 billion

In the realm of retail, ensuring customer data security and satisfaction are paramount. For a prominent American multinational corporation operating a chain of membership-only warehouse clubs, safeguarding customer information while maintaining stellar customer service was imperative.

With nearly 130 million members relying on their services, the stakes were high. To address these critical concerns, the corporation sought a robust solution and turned to Eckoh and its CallGuard platform.

Meeting Member Demand

The client's objectives were multi-faceted, reflecting their commitment to maintaining member satisfaction, enhancing operational efficiency, and fortifying data security. Specifically, they aimed to:

• Minimize the risk of a data breach. Protect customer data from potential data breaches, especially in their call centers where sensitive information is exchanged.
• Maintain high customer satisfaction (CSAT) scores. Preserve the high levels of CSAT they had achieved over the years, ensuring that any solution implemented did not compromise the quality of service.
• Avoid significant development work. Minimize the workload on their internal teams by opting for a solution that requires minimal development or customization.
• Preserve existing payment screens. Retain the design and functionality of their current payment screens or pages to ensure a seamless transition for both customers and employees.
• Enhance call center efficiency. Improve the efficiency of their call center operations, particularly in processing payments, without sacrificing the caller experience.
• Utilize audio appliances for Dual-Tone Multi-Frequency (DTMF) Suppression. Utilize audio appliances to suppress DTMF signals, thereby bolstering security during payment transactions without the need for extensive network or telephony rebuilds.
• Eliminate the manual pause-and-resume process. Streamline payment processing by eliminating the cumbersome manual pause-and-resume procedure traditionally used to secure sensitive data during calls.
• Ensure a smooth transaction experience. Facilitate smooth and secure transactions to support the company's continued growth and expansion efforts.

Eckoh Exceeds Member Expectations

Amidst various contenders in the market, the client ultimately chose Eckoh's CallGuard solution for several compelling reasons:

• Proven track record. Eckoh boasted a solid track record of delivering innovative solutions tailored to the unique needs of its members.
• Risk mitigation. Recognizing the ever-present threat of data breaches, the client trusted Eckoh to provide robust security measures to mitigate such risks effectively.
• Customer satisfaction focus. With a shared commitment to prioritizing member satisfaction, Eckoh was well-positioned to ensure that implementing their solution would not compromise the quality of service or CSAT scores.
• Minimal development requirements. Eckoh's solution offered the client a solution that required minimal development on their end and streamlined the implementation process.
• Seamless integration. By allowing the client to preserve their existing payment screens and processes, Eckoh ensured a seamless integration that minimized disruption for both customers and employees.
• Efficiency enhancement. The CallGuard platform promised to enhance call center efficiency by simplifying payment processing workflows and optimizing the caller experience.
• DTMF suppression technology. Leveraging our patented process, Eckoh provided an innovative yet practical solution to bolster security without necessitating complex infrastructure changes.
• Process streamlining. By eliminating the outdated manual pause-and-resume process, Eckoh’s seamless payment processing reduced the potential for errors and enhanced overall operational efficiency.

Implementing Operational Efficiency

Upon implementing Eckoh's CallGuard solution, the client experienced a range of tangible benefits:

• Enhanced security. The risk of data breaches in the call center was significantly minimized, providing both the company and its customers with greater peace of mind.
• Reduced workload. The client's internal teams were relieved of the burden of extensive development work, allowing them to focus on other strategic initiatives.
• Seamless integration. Customers and employees alike seamlessly adapted to the new payment processing system, thanks to Eckoh's efforts to preserve the existing user interface and workflows.
• Improved efficiency. Payment processing in the call center became more efficient and streamlined, leading to shorter call times and increased productivity among staff.
• Optimized caller experience. Despite the implementation of additional security measures, callers continued to enjoy a smooth and hassle-free transaction experience, fostering loyalty and repeat business.
• Cost savings. By leveraging Eckoh's solution, the client avoided the need for costly network or telephony rebuilds, resulting in significant cost savings in both the short and long term.
• Facilitated growth. With a secure and efficient payment processing system in place, the client was well-positioned to support continued growth and expansion efforts, confident in their ability to meet the evolving needs of their customer base.

Scaling for Growth

Eckoh's CallGuard solution proved instrumental in helping this prominent US-based multinational corporation achieve its objectives of enhancing data security, maintaining member satisfaction, and optimizing call center efficiency. By leveraging Eckoh's expertise and innovative technology, the client successfully minimized the risk of data breaches, streamlined payment processing workflows, and ensured a seamless transaction experience for millions of customers. As the company continues to grow and evolve, Eckoh remains a trusted partner, providing cutting-edge solutions to meet their ever-changing needs in an increasingly digital world.

Please contact our team of dedicated experts to learn more about Eckoh’s robust and flexible suite of solutions.