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

• 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.

The Scope of our Business

• 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

Parcelforce Worldwide and NewVoiceMedia

• 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

Satisfying our Customers and UK Border Agency

• 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

Before ContactWorld PCI

• 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

The ContactWorld PCI Solution

ContactWorld IVR is Integrated with PFW Tracking System

APS Application Worldpay Application POISE Application EDG API Payment Calls NVM IVR Web Payments & Depot Support

“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

• ur 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”

• Introduce Mid Call Payment IVR Solution for enhanced

customer security and peace of mind

Future PCI Plans in ParcelForce Worldwide