CLIENT CASE STUDY
Teleservices
Teleservices New Zealand is a prominent call centre service provider that also acts as a payment intermediary for numerous charitable organisations. One of their core focus areas is to streamline the process of accepting and reconciling donations, ensuring that donors have a seamless and trustworthy experience when contributing to causes they care about.
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Qippay clearly understood the issues we were facing into and delivered an
elegant payment solution to give our customers confidence during a period of significant change.
Migara Kaluwila, CEO, Director of Teleservices
Building trust and confidence through simple,
secure and affordable payment solutions.
Managing change
With the impending rollout of the new "Confirmation of Payee" service by New Zealand banks, Teleservices faced significant hurdles in maintaining the efficiency and user-friendliness of their payment process.
The emerging challenges were:
Increased Data Entry Requirements - Donors would need to manually input more detailed information, including the full name of the account-holder. This additional step introduced the risk of errors, which could deter donors or cause payment failures.
Warning Messages During Payment - If donors did not match the account-holder’s name precisely, they would receive a “partial match” (orange) or “does not match” (red) warning. These warnings could alarm users and potentially lead to abandoned transactions /donations.
Account-holder Name Discrepancy - As a payment intermediary, existing accounts held by Teleservices were often under different names than those of the individual charities. The new process would make it very challenging for donors to receive a clear “OK” confirmation without setting up new accounts for each charity directly, necessitating a substantial rework of the underlying account documentation and verification.
Making it happen
To address these challenges, Teleservices partnered with Qippay to implement the innovative Qip PayBy product. This solution provided a streamlined approach to simplify the donation process while complying with the new banking requirements.
Key elements of the solution included:
Direct Payment Links - Qippay’s PayBy product enabled Teleservices to offer donors a direct payment link that automatically pre-fills the correct account number and donation references. This feature reduced manual data entry, minimised errors, and improved transaction accuracy.
Pre-Approved Payments - By validating account numbers in advance through agreements with the banks, Qippay ensured that these accounts were considered ‘pre trusted’ and compliant with Confirmation of Payee requirements. As an Open Banking solution, donors could also approve payments securely within their own banking app, without the need to provide credentials outside the banking environment.
Consistent Charity Representation - Qippay’s system displayed the familiar names of charities (e.g., Koru Care) instead of registered account holder names (e.g., ABC Charitable Trust). This consistency in branding made the process more transparent and reassuring for donors.
Results and the future
The implementation of the Qippay’s PayBy solution brought substantial benefits to Teleservices:
Reduced Friction for Donors - The direct payment link feature simplified the donation process, leading to fewer errors and more completed transactions.
Enhanced User Confidence - By ensuring the accounts are ‘pre-trusted’ in advance, donors faced a smoother experience with fewer prompts that could lead to uncertainty or payment abandonment.
Increased Operational Efficiency - The automated validation of account details and pre-filled payment information reduced administrative work and enhanced reconciliation processes, resulting in faster, more accurate receipt issuance.
Improved Surety and Trust - Donors saw the names of their intended charities during transactions, which increased trust and the provided surety of making payments to the correct beneficiary.
Overall, the partnership with Qippay ensured Teleservices was able to maintain a donor friendly platform amidst evolving banking requirements, so that charitable contributions could remain simple, secure, and affordable.