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When our customer needed to accept Credit card
Payments in their customer service centre they
looked for a solution that would provide them
with a reduction in reconciliation time and an
efficient process that wouldn't include customer
waiting time
Complementary Solutions' CSLink Credit Card
solution provided a desktop entry pad linked to
the Servebase PC-EFT system providing quick and
online processing of payments while the customer
was on the call, direct to their chosen bank
CSLink for Siebel provided a direct interface
for the Siebel CRM system to process payments.
All of these were stored with full reporting
facilities available. A buffered transfer
process stored all of this information in the
SAP R/3 system and managed all ancillary data
calls, including purchase card requests
The problem
Processing card payments online was not possible
as using traditional terminals was expensive as
each needed a phone line and were rented
individually.
This organisation emails their standards in PDF
format, so it was possible that the goods had
shipped out before payment failed.
This was unacceptable for obvious reasons.
A further issue was that the reconciliation was
a problem due to the large volume of
transactions.
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The solution
With CSLink for Call Centres, the operators
process transactions directly from their desktop
while on the customer call.
Payments are confirmed to the customer
directly.
The resulting transaction response and
transaction identifier are logged directly into
the SAP system for reconciliation
purposes.
Learning
This project taught Complementary Solutions the
details of multi-user, multi-department,
multi-company payments, as well as the details
of
working with multiple front-end
Solutions.
CSLink is easily expandable to handle all
transaction types. When combined with Servebase
PC-EFT the solution can also process
traditional shop solutions, including Chip and
Pin, and all Purchase or Procurement card
information,
including the new VGIS standard
iii.
Now that CSLink is implemented , any upgrades or
changes will be simple and easy to implement. If
there are any changes to the SAP interface,
these will only be minor and will be
accomplished with simple guides for installation
from the CSLink team.
i. SAP R/3 is a trademark owned by SAP AG.
ii. Siebel is a trademark owned by Siebel inc.
iii. VGIS (Visa Global Invoice Specification) is
the replacement for the line item Detail
standard used to pass enhanced Purchase Card
data.
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