delivering measurable customer benefits case studies from the...

Delivering measurable customer benefits

Case studies from the private and public sectors

Presenter: Stephen Ferry, Managing Director, Pay360 by Capita | 23rd May 2017

OverviewWho is Pay360 by Capita?

About Capita

About Pay360

Disruptions within public and private Sector

Any payment, anywherewww.pay360.com

Optimize360 – Gaming company case study

How we help our clients

PCI DSS – CCM/East Riding Council

case study

1

Whoarewe?

47%£2.3bn

£4.89bn2016 FY t/o

53%£2.6bnprivateP

UB

LIC

PR

IVATE

Whoarewe?About Capita

2

people

77,000 people

450 sites

20171984


Capita is…

A fewfastfacts


About Pay360 Who are we and what we do

VALUE TRANSACTED PROCESS AND MANAGE

225mTRANSACTIONSWORTH OF CARD PAYMENTS

PER ANNUM

£9.5 BN

SOFTWARE

OP

PER

ATE MANAGE AND SUPPORT

£40 billionOF OTHER PAYMENTS

200+EMPLOYEES

250+

40+PRODUCTS

6,000 CLIENTS ACROSS

A RANGE OF VERTICALS

PUBLIC

RETAIL

FINANCIAL

GAMING

SME

WITHINDIGITAL

SERVICES

SECTOR

SERVICESAQUIRERS

Secure360 Optimize360Pay360

Disruption within public& privatesector



Two case studies

2

How wehelp our clients

The backdrop – gaming

An increase in online fraud

Acceptance rates declining

Legacy Fraud Detection systems are ageing

50% to 70% of referred transactions are ‘approved’

Keeping fraud under control results in lost income and increasing operational costs


Gaming design - challenges

Global Consumer

One size doesn’t fit all

Player sign up

Global player base in 100+ countries, challenges many suppliers

Risk and fraud are different by country, game type, channel and player

Industry-wide failure rate for a successful new player sign up, wasting £billions of marketing expense

Manual intervention and review rates = expensive and inefficient

Manual intervention and review rates


Analysts need improved: Insight, Action, Speed

Consumer Spend

1% to 3% customer loss - inefficient automated process

Client Acquisition/ On boarding

Specific Gaming ‘Leaky Plumbing’ Design Challenge

1% to 2% revenue loss - Excessive levels of fraud

50% fraud budget sent on manual process

Time to manually review results in reduced client acquisition

Costly chargeback processes result in further losses in business and time

Optimize - More flexibility on rules and data

Optimize – Automate KYC and AML process

Optimize – Reduce number of manual checks

Optimize – increased speed to investigation when manual process is required

Optimize – Reduce overall chargebacks

Optimize360

solution

Optimize360


MI

Rules engine

Optimize360 Suite

Management Data vendors

Vendor data

Data studio

• queue management

• case management

• data visualisation

• real-time updates

• enterprise view

• link Analysis

• data visualisation

• strategy planning

• card data

• velocity

• morphing

• blocking

• real-time

• machine learning

• rules testing

• single integratioN

• KYC/AML

• IP/Geo

• social Media

• device ID

• 50+

KYC

AML

Social Media

Email Checking

Geo Profiling

Device checking

Phone checking

ONE interface many checks

BU

SIN

ESSE

S CH

ECK

S

Optimize360

Single decision point

Reduced technical overhead

Quick to enable

Optimize360

Supporting

their

businesses

One interface many checks

Customer benefits Income Expense Fraud EBIT

50% + reduction in false positives

Manual Case review times down by 40% +

Down by 20% Increased income of 8% and EBIT increase of 9%

East Riding of Yorkshire Council

Card payments taken via staffed telephone

Vast cardholder data environment

400+ staff take payments across multiple sites in large, rural area

Various service areas need to take card payments

Dedicated call centre not an option as too costly

The

challenge


Pay360’s Paye.net and Call Secure solutions were the answer…

The solution

Integrated browser-basedcard payment solution

Supports debit and credit card payments

Full card authorisation using Secure Bureau Service

No need for specialist on-site software, hardware or infrastructure or associated overheads

Reduces council’s PCI DSS compliance responsibility

Fully integrated call centre solution

Removes call centre from PCI DSS scope as card details aren’t read

out to a member of staff

Before entering card details, customer is transferred to a managed service

Customer is guided through entering card details using telephone keypad

No risk of card details

recorded fraudulently

Options to return customer

to original extension

Call SecurePaye.net


The impact

Pay360 has saved the

council

£1million

Council now processes

5,000payments each month via the

call centre

50%reduction in call times =

staff freed up for other tasks

Significantly reduces

council’s risk

Peace of mind that the council is fully PCIDSS

compliant

Introducing this system has saved us

£1million along with the peace of

mind we are fully PCIDSS compliant.Lee Parker, Collections Team Leader,

East Riding of Yorkshire Council


“ “

The summary

Strong ROI

Results driven to support clients

The reassurance of Pay360 being part of Capita

An established and trusted name

Flexibility of Solution and Products

Value proposition driven

Full end to end payment solution

Multichannel capabilities well proven

Insight into Pay360

Awareness of our capabilities and ambitions

Thank you for your time

Stephen Ferry, Managing Director, Pay360

[email protected]

Find out more:

mailto:[email protected]

delivering measurable customer benefits case studies from the...

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