Curo, a West of England housing association and house-builder, is committed to providing high quality homes as well as renowned care and support services across the region.
In response to an increase in customers seeking digital payment options for rent and any other related costs, Curo investigated suitable partners to help the association adapt. Crucially, this needed to be achieved with the minimum impact on the business or its residents, supporting Curo’s promise of delivering the best in customer service.
A new collaboration with PayPoint now sees Curo providing its residents with a wide range of payment options, via PayPoint’s innovative omnichannel solution, MultiPay.
Peter Harris, Business Analyst at Curo comments: “From the outset, PayPoint proved efficient and adaptable, delivering a truly bespoke solution that meets our needs and those of our customers. Implementation with our system, including our online customer portal MyCuro, was extremely quick. Training was equally hassle-free with both our customers and contact centre colleagues finding the platform extremely easy to use. Crucially, the ease of implementation meant we avoided any potential rise in arrears.”
As a Client-branded end-to-end digital solution, MultiPay removes the need for capital investment in multiple in-house payment solutions and can be easily integrated with a business’s CRM partners. Supporting both digital and cash payments, MultiPay adds value and simplifies back office reconciliation.
MultiPay forms part of Curo’s journey to meet global PCI Security Standards Council requirements – critical for any business accepting credit card payments – without incurring the significant investment that typically comes with achieving accreditation. Not only is the MultiPay suite of solutions PCI DSS compliant, which negates the need for users for obtain accreditation, but it also significantly enhances the customers’ experience, making it a win-win for businesses and its customers.
Customer benefits – flexible and frictionless
For Curo’s 13,000 households MultiPay offers access to a range of simple self-serve rent payment options, delivering added convenience and peace of mind. These include web and Virtual Terminal payments, recurring card payments, Interactive Voice Response (IVR) and most recently PayByLink, which sends automated rent reminders and a link to facilitate easy and immediate payment or set up a payment schedule, all via an SMS text.
In addition to meeting regular payments, customers also soon opted to pay deposits and ‘in advance’ rental payments through MultiPay, as it offers a quick, easy and frictionless payment journey. The flexibility of MultiPay means Curo now can accept a wide range of rent related payments, digital or cash, whichever is best suited to each individual customer.
Real-time data delivers valuable intelligence
Continues Peter Harris: “In addition to the practical benefits of employing MultiPay, its unique dashboard has been a revelation for the management team. The ability to view real-time data and use that intelligence has been extremely beneficial. Not only do we have access to data, we have ownership of it – something that wasn’t possible with our previous provider.”
Partnership is the key behind implementation success
Danny Vant, Client Services Director at PayPoint adds: “Curo is dedicated to providing its residents with the best possible customer service, and part of that is being able to pay rent and other related costs quickly and easily. The forward-thinking housing association understands the importance of innovation in delivering a consistently positive customer experience as the market and customer expectations change. Working together on a unique suite of digital solutions, PayPoint is helping Curo to remove the hurdles residents may experience when paying deposits or rent through outdated legacy systems.
“By adding our innovative and flexible digital payments solution to its offering, Curo has futureproofed its business, allowing it to quickly shift and meet changing market needs. We are, however, committed to systematically upgrading and developing our solutions in response to user feedback and emerging tech, to ensure we continue to provide Curo’s customers with the smoothest, most convenient payment solutions possible. We look forward to working closely with Curo to develop and embed new solutions in the future.”