Case Study: Leaving Outdated Hardware Behind

Challenge Overview

Whole of life service provider Deaf Connect needed to replace their legacy phone payment system, which was only able to offer intermittent coverage, with monthly outages severely impacting their business.

Reliability was a major issue, and they weren’t able to integrate the ticketing sales with their preferred bank.

Deaf Connect were using a lottery ticketing system from an inhouse product built for them many years ago, and were looking to move to software as a service for both ticketing and customer management. Integration with their previous provider was a hurdle, phone lines would shut down once a month with Deaf Connect mediating between their service providers to find a solution.

The complexity of their set up made this an onerous task, and the regularity of the outages affected staff morale across the board. The negative effects from their previous provider were profound and the organisations time, money and reputation were at stake. During what was referred to as “very rough times”, many valuable sales calls were unable to get through and many callers were unable to have their payments processed when they did finally get on to an agent.

The Approach

Deaf Connect is the largest whole of life service provider in Australia, providing a multitude of services for people in the deaf, blind and hard of hearing communities. Raising funds through lottery ticket sales 7 times a year, their phones run off the hook and payments need to be taken in a fast, safe and secure manner. After reaching out to peers in the industry for their recommendations, Head of Operations, Marketing and Sales, Paul Stockwell, contacted the SequenceShift team to see if their PCI compliance service could be customised to suit their needs and integrate successfully with a number of service providers being used in their operation.

The Outcome

A cost-free proof-of-concept was undertaken over a number of months while the various teams and service providers worked together every step of the way to assist with a successful and efficient integration design and implementation.

This included a Free proof of concept, a Pay-as-You-Go pricing model, a customised solution and complete platform integration.

“SequenceShift set up multiple accounts for us to trial,” said Stockwell. “They put in a fair bit of time upfront but they never made us feel like there was a rush to get locked in. It really felt like they were just keen to get it set up and working, and had confidence that if they did that, we weren’t going to walk away.”