ARS®/Rescue Rooter® are headquartered in Memphis Tennessee and provide cooling, heating, and plumbing services with a knowledgeable team of trained specialists.
ARS’s Regional Call Centers take calls for 70 businesses across the United States. Their call center agents generate a work order and problem details and then processes them to local dispatchers. The dispatchers schedule the technicians to the customer home or business sites. After the work is completed, the technician takes payment either by check or credit card. The technician calls into dispatcher with payment detail and to close the work order.
ARS Dispatchers use the Chase Paymentech Virtual Terminal to process the payments real time while the technician is at the customer site or home. This gives the technician the flexibility to accept multiple types of payment and bill according to the work completed. It also affords ARS the benefit of receiving real time payments instead of waiting lengthy periods for the payment of invoices, and reduces the need for collections staff and costly paper trails. Also from time to time the accounting personnel use the Paymentech Terminal for reconciliation. ARS do not use VoIP and do not record calls internally.
ARS started with an initial 350 users in 56 locations with an expected growth of several times this.
the 12 PCI requirements still apply. In the case of ARS, they have a large number of agents, distributed across multiple sites and needed to attain compliance fast without significant changes to existing processes that would affect their customers. ARS management was not willing or able to reduce the number of agents or sites with the ability to take payments and thereby reduce their high level of customer service.
As above, without full administrative capabilities over requirements 2, 5, 6 10 and 11 it hard to implement, manage and test appropriately and required a lot of additional logging.
Device management, network segregation, tampering, removing in addition to the standard admin workload plus atching, logging, etc. made this a solution more suited to at home or Internet Café browsing vs a locked down compliance environment.
Similar to a usb device but software, not hardware based, however, OS/Browser support and updates are a concern and requirements/needs may not be met in a timely manner. Internal management is still required unless it is fully outsourced in a hosted environment.
Their IT staff had been evaluating various options for segregating these workstations and had found no financially viable solution to eliminate the need for controls on these workstations and attached networks.
be implemented within 24 hours with no disruption to merchant services.
ARS selected DataDivider VK and have eliminated the need to implement any further controls on their agent workstations for connecting to Chase Paymentech. Their local networks are also out of scope for this connectivity. They have since continued to expand their number of agents to over 850 and 63 sites. Each user can be added and removed independently in any location without any other changes other than whitelisting of new sites. While paper records and offline data still remain, future projects would allow ARS to securely upload and store any sensitive data within DataDivider or PAN could electronically be replaced by a meaningless token to completely eliminate the requirement for further electronic or paper storage locally.
DataDivider are currently working with several processors to provide for their customers to take their systems out of scope and offer CRM, ERP and full voice solutions as well as Virtual Keypad with messaging and fax.