Worldwide Patrick Morgan Operational Support Manager Parcelforce - PowerPoint PPT Presentation

PCI Compliance in Parcelforce Worldwide Patrick Morgan Operational Support Manager Parcelforce Worldwide

About Parcelforce Worldwide • A leading provider of UK guaranteed express deliveries covering all 27 million addresses in the UK • Britain’s most experienced B2C carrier, offering the most comprehensive B2C solution in the UK • Part of a leading ground based European delivery network with 23 partners in 30 countries • Access to the world's largest delivery network covering 240 countries and territories worldwide

The Scope of our Business • Operate a hub and spoke system with 53 depots across the UK and two state of the art hubs in Coventry • Highly automated tracking and sorting centre covers 43 acres, handles up to 58,500 parcels an hour and processes more than 40 million parcels every year • Providing customers and extensive network of local depots is one of the service areas that differentiates Parcelforce from its competitors.

Parcelforce Worldwide and NewVoiceMedia • Implemented ContactWorld at our depots to better serve our customers with automated services: – Track and trace parcels – Arrange a redelivery following a failed attempt – Allow secure credit or debit card payment of charges on international parcels – Connect to a local depot to speak to an agent • Process approximately 3 million calls per year through ContactWorld. 1.5m agent handled calls, across a team of 250 agents at peak times • All calls can be recorded for training and compliancy requirements. • Includes robust DR facility

Satisfying our Customers and UK Border Agency • Some imported goods are liable for import duties, VAT and other charges levied by UK Borders Agency (UKBA) before they can be released to the recipient • This amounts to approximately 12,000 transactions a week • Parcelforce pays these charges and seeks reimbursement from customers through their Customs Charge Recovery System (CCRS) before enabling a delivery or collection

Before ContactWorld PCI • Drivers attempted delivery to customers and requested reimbursement before releasing goods • Some customers were unaware of the need to settle payment on delivery, resulting in the item being returned to depot • Where payment was made drivers had to carry cash and cheques, putting them at risk. On site credit card payment facilities were not available. • Overall, the previous system resulted in delivery rework for the depots, delayed items for customers and the loss of over £1m per annum in recovered duties

The ContactWorld PCI Solution • ContactWorld PCI provides Parcelforce Worldwide with an automated debit and credit card payment processing system to securely handle charges for custom duties, etc. • Customers can pay their charges by web or phone, via their local depot • Benefits include time saving for the company and customers, reduced warehousing costs and improved cash flow

ContactWorld IVR is Integrated with PFW Tracking System POISE Application EDG NVM Web Payments & Depot Payment Calls APS Application IVR Support API Worldpay Application

“ The solution takes over 7,000 calls a week as customers call in to make their payment and arrange delivery of their packages. The service is available 24 hours a day, seven days a week. The rate of turnaround of our parcels is even better than expected, reducing storage costs and improving our cash flow . This is significant during our busy Christmas period as previously over £250,000 per week of capital could be tied up in UKBA payments”

Future PCI Plans in ParcelForce Worldwide • Introduce Mid Call Payment IVR Solution for enhanced customer security and peace of mind