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Case Studies & Testimonials

See how we are helping the future of secure and compliant payments.

We take a huge amount of pride in our work and it’s great to hear how much of a positive impact our technology has.

Take some time to look through just some of the projects we have worked on, and how we have helped solve problems and enhance the processes of some of the UK’s leading organisations.

Mark Harris Furniture

The Background

Mark Harris Furniture is an online wholesaler that was founded in 2010. When they first began, they specialised in providing quality solid oak furniture, however as patterns, trends, colours and designs have evolved, they have adapted to these and now offer furniture from a variety of other materials, such as metal, hardwood, glass, marble, ceramic, and fabric & leather upholstery

Mark Harris Furniture have employees working from their office and at home who take payments over the phone.

Mark Harris Logo
The Requirements

Mark Harris Furniture were aware of the requirement for them to be PCI DSS compliant, and with the new guidance clamping down on staff listening to card details, with more of their staff now working from home, as well as the GDPR liability for company Directors, felt it was time to find a way they could tick the compliance boxes without having to drive all customer payments through their website.

They wanted a solution that could work in their office, or could be used by staff working from home. They wanted their annual compliance to be completed quickly and easily.

The Solution

Fusion Telecom implemented PayGuard®, a browser based application MHF’s staff can access from anywhere, allowing them to take PCI level 1 compliant payments.

Because PayGuard® prevents MHF’s staff , phone system and network from exposure to sensitive card information, it protects their customers, their staff, their business and their company directors from neglecting to comply with both the GDPR and PCI DSS.

MHF use PayGuard® to schedule payment in the future, no on site training was required, and they are suffering fewer chargebacks.

The Outcome

MHF are now compliant, and each year renewal takes minutes. They suffer fewer chargebacks, and staff & customers are more comfortable.

Kathryn Taylor

Operations Manager

“PayGuard® has been instrumental in allowing our business to take telephone payments in a compliant & efficient manner. I would strongly recommend the system to any business looking for peace of mind within the world of payments. Agents have fed back that it is a fast and easy process, which is a pleasant departure from the gripes of having to learn a complicated new process.

I wouldn’t just endorse PayGuard®, I think that all businesses taking telephone payments should use this system”

Objective

To protect their customers, staff, business & directors.

Time Taken

1 month to implement

Services Deployed

PayGuard® and Transform 

Improvements Made

By being fully PCI and GDPR compliant, everyone is now protected.

National Pharmacy Association

The Background

The National Pharmacy Association is the representative voice, and effectively the ‘head office’ of independent community pharmacies across the UK.

Their aim is to support independent community pharmacies to succeed professionally and commercially for the benefit of their patients. As a not-for-profit organisation they are committed to reinvesting in service provision.

Their 40 seat contact centre takes payments regularly over the phone.

National Pharmacy Association Logo
The Requirements

The NPA process payments over the phone from pharmacies purchasing mainly insurance and membership. They were keen to ensure they were compliant with the PCI DSS and the GDPR.

They wanted a DTMF solution, allowing their customers to enter card details using their telephone keypad during a call.

The Solution

Fusion Telecom implemented PayGuard® using the Phone Keypad (DTMF) option, allowing NPA’s customer to enter their sensitive payment card information directly using their telephone keypad, whilst at all times conversing with the agent.

This removed agents, the phone system and the NPA’s network from scope of the PCI DSS, negating their need for quarterly scans from an Approved Scanning Vendor, as well as moving them to SAQ A from SAQ D, improving significantly the working environment for their valued staff.

Fusion Telecom integrated with NPA’s existing telephone system using the SIP interconnect method.

The Outcome

NPA are now PCI level 1 compliant, and they have an additional layer of resilience in their communications infrastructure.

Daniel Banham

Chief Information Officer

Daniel Banham Photo

“I just wanted to say thank you to you and your amazing team at Fusion Telecom for your support, creative thinking and flexible approachto solve our complete telephony PCI compliance.

Right from the start it was clear that Adam and Mark were very professional and keen to work with us and ourexisting telephony provider to find a solid and robustsolution.

We are now using the PayGuard® solution across the businessand it has been very well received. A smart solution that’s easy touse and required very little training for the staff.

Please can you pass my thanks to everyone that worked on this project with us, I would like to call out Mark for being proactive and always being positive to find solutions to the challenges and I know Royston has been very impressed with Max from a creative development and customer service point of view.

You have a great team Adam and we are very happy with the PayGuard® solution.”

Objective

To help comply with PCI DSS and GDPR 

Time Taken

2 months to implement 

Services Deployed

PayGuard® and Transform 

Improvements Made

Deployed a PCI level 1 compliant solution making annual compliance a synch.

FootAsylum

The Background

Footasylum, established in 2005, has made a name for itself as one of the leading retailers of fashion streetwear and sportswear. They’ve got their finger firmly on the pulse of the street and sports fashion scene.

Recently acquired by JD Sports, they strive to offer an outstanding customer experience both in store and through their contact centre housing 50 agents. They take payment over the phone and they are expanding to offer customer contact across other channels too.

Foot Asylum Logo
The Requirements

Footasylum approached Fusion Telecom for help implementing their vision of providing an omni channel payment and customer experience through out their contact centre. Footasylum, taking payments over the phone, need to comply with the PCI Data Security Standard, and because the requirements are so prohibitive without technology offered by PayGuard®, Footasylum didn’t allow customers to pay over the phone, or other communications channels, directing them to pay online via their website. This caused lost sales and was not fulfilling the standard of customer experience they wished to provide.

The Solution

Fusion offered PayGuard®, an omni channel, PCI level 1 compliant payments application. As Footasylum needed a solution quickly, after integrating with their card gateway which prevented them from needing to change their reconciliation process, we delivered the Payment Link option in just a few days allowing them to process payments over any channel, without the need for any telephony integration whatsoever.

All agents have access to PayGuard®, and login when they wish to process a payment. The User Interface is intuitive so minimal training was needed.

The Outcome

Footasylum now offer the option for customers to pay over the phone, web chat, email, online and in store, and their PCI compliance is not a worry now.

James McGhee

Head of Customer Experience

James McGhee Photo

“We looked at a lot of products and the simplicity in the set up and use of PayGuard® was the deciding factor. Fusion Telecoms ethos of great tech that just works is what was so appealing The feedback across our business has been resoundingly positive. The whole team at Fusion have been an absolute joy to work with too”

Objective

To improve customer payment experience

Time Taken

2 weeks to implement

Services Deployed

PayGuard® with Payment Link 

Improvements Made

PCI DSS level 1 compliant and
improved customer experience

Adooa

The Background

Adooa have become one of the UK’s leading ‘direct to user’ VoIP telephone system providers. Their clients range from owner operators to national call centres with remote call handlers worldwide.

With decreasing margins in the increasingly competitive telecoms market, and a requirement from Adooa’s clients that took payments over the phone for a PCI compliant phone system, Adooa was keen to turn potential client attrition into an opportunity to earn additional revenue by reselling a payment solution.

Adooa Company Logo
The Requirements

Adooa required a PCI level 1 compliant payment solution that was easy to sell, quick to deploy and simple to support.

As Adooa’s principal business is telecoms and not payments, they didn’t want to learn a new industry and spend hours in complicated pricing options and models for each sale.

They wanted a product that offered it’s own gateway solution as well as integrating with existing gateway providers, and a solution that offered a variety of telephony integration options from porting numbers to a simple secure line call back.

The Solution

PayGuard® was a great fit for Adooa, allowing them to retain their customers by supplying a comprehensive, compliant payment solution, earning additional margin in the process.

PayGuard® offers a built in gateway, as well as integration options for existing gateways. It‘s user interface is very simple, meaning Adooa get almost no support calls at all.

The variety of telephony integration options allow Adooa to provide PayGuard® to any client quickly, regardless of their existing telephony technological or commercial situation.

The Outcome

Adooa has prevented client attrition and are making more margin from PayGuard® than their phone system per client.

Giuseppe Venturini

Director

Guiseppe Venturini Photo

“PayGuard® has been a real success story for us. Initially, as a telecoms provider I was concerned by the latest guidance given by the PCI SSC putting phone systems ‘in scope’. PayGuard® not only resolved these concerns, but I actually make more margin from PayGuard® than I do from PBX per client. The team at PayGuard® have a ‘nothing is a problem’ attitude, a joy to work with.”

Objective

To increase revenue and client retention 

Time Taken

2 months to implement 

Services Deployed

PayGuard® and Transform 

Improvements Made

Clients have been retained and new revenue stream added