Customer Case Study – Retail/General MerchandiseFDVS Retail IVR Applications Help Major Retailer Process More Than 8.5 Million Transactions for Their Stored Value Cards

Executive Summary

Industry

Retail/General Merchandise

Business Challenge

  • Increase efficiency
  • Find less expensive alternative to live agents
  • Reduce operational expenses

Solution

  • Shift calls away from live agents with FDVS Business Continuity Plan including IVR solutions for retail industry
  • Routed POS transactions to be processed via the Web
  • Provided an automated customer service for balance inquiries

Results

  • First Data processed over 8.5 million transactions for the retailer’s stored value cards
  • FDVS helped client reduce expenses and increase operational efficiency

Challenge

One of the world’s largest retailers (with more than 4,300 store facilities located around the world) wanted to increase efficiency and find a less expensive alternative to live agents to answer customer balance inquiries on their stored value accounts.

The company also needed a solution to process transactions in the event that their European Point of Sale (POS) devices failed.

With more than 1.3 million retail associates, management believed they could produce a significant savings with automation of these two types of calls, while redirecting impacted employees to other areas of the company as necessary.

Solution

First Data Voice Services (FDVS) developed a Business Continuity Plan (BCP) to route the POS transactions to be processed via the Web and provided an automated customer service for balance inquiries.

With this solution, customers could swipe their prepaid card, which would link to a single database to decrement their purchase amount, and FDVS would process the transaction in seconds. Customers also had the option of calling a toll-free number to obtain their account balance information on the stored value card.

Results

First Data processed over 8.5 million transactions for the retailer’s stored value cards, including many taken through the BCP campaign.

First Data Voice Services has successfully reduced expenses and assisted with increasing operational efficiency for this retail firm since 1999.

For More Information

To discover how First Data Voice Services can help you find flexible, affordable IVR solutions that satisfy your customers, call 800-428-2400 and ask for the sales department.