Integrating a IVR Payment Platform for B2B

Just-Eat Spain required a technological solution to integrate a payment process for phone orders across all new restaurants joining the platform. At that time, it boasted over 8,000 affiliated restaurants and one million users.

Introducing a multi-channel payment solution, especially by voice, enhanced the customer experience, enabling direct payments at the time of placing orders. This streamlined customer touchpoints throughout the purchase cycle, optimizing final conversion rates.

The goal was to integrate a solution with the scalability and technical robustness required by the client's size and complexity. Additionally, a robust security layer was essential for integrating these telecommunications services, given their connection to voice payment transactions.

To achieve this, a multidisciplinary team was assembled to oversee the integration. Our commercial and marketing department collaborated with Just-Eat Spain to successfully manage and communicate the project.

The solution integrated a payment IVR into the food delivery company's Contact Center. Using voice recognition systems and combining keypad menu options with open-ended questions, agents directed the conversation to the payment IVR. This process requested the data and information necessary to manage payments, enhancing efficiency and improving the customer experience. Additionally, the IVR digitalised and automated the back-office process associated with payments, reducing wait times and allowing for service scalability.

The implementation process had the following key business objectives:

1. The product developed by Alisys Omnichannel Payments allowed the Just-Eat Spain sales team to collect payments immediately via mobile phone during visits to restaurants interested in joining their platform.
2. Telephone agents in the Contact Center were also able to complete the onboarding process for new restaurants in the same call, including the instant and secure collection of the registration fee.
3. By streamlining the acquisition of new restaurants and scaling the volume of phone calls and payments, the service was complemented with two additional products: the Contact Center service was improved with immediate handling of high call volumes, and a Virtual Agent was introduced to automate customer satisfaction surveys. This allowed for AI-based analysis and improvement of satisfaction and retention levels.

Solutions Employed:

• Omnichannel Payments
• Virtual Agents
• Cloud Contact Center

My role involved direct assistance and collaboration with the client, specializing in product marketing, not only aiding in the implementation of the IVR Payment solution but also in communicating, promoting, and presenting the final solution. This effort resulted in winning the Best IT Integration Award at the Platinum CC.