Green Star Energy – Case Study

Green Star Energy harnesses efficiencies and business benefits using IVR, self-service payment solution from Encoded.

Launched in 2013, Green Star Energy provides a fresh approach to energy. It supplies electricity, gas and renewable energy to homes throughout the UK and, being independent, is continually watching the market to keep prices competitive. The company is particularly proud of its green energy tariff which is 100% renewable and affordable.

Gavin Morden, Customer Experience Manager, Green Star Energy, “On top of our monthly 30,000 agent calls, a further 13,000 plus 3,000 calls relating to meter readings and payments respectively are handled by sophisticated Interactive Voice Response (IVR) technology provided by Encoded. Encoded’s automated card payment solution has supported our business from day one, having been selected from a shortlist of four vendors for its ease of use, speedy implementation and cost-efficiency.”

Products Used:

R

Secure PCI DSS compliant card payments

R

Agent assisted card payments

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Interactive Voice Response

Joanne Thornton
Managing Director, Green Star Energy

“To deal with the calls currently handled by IVR we estimate we would need to increase the existing number of agents by around 20%”

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“Encoded is a dream to work with. They are efficient, reliable and totally professional with highly flexible technology to match. Always open to new ideas, they truly listen to what we want and go the extra mile to achieve it. That’s what makes them different and sets them apart from the competition.”

- Head of Customer Contact, Park Group.

“The people at Encoded blended well with our own team and understood our culture perfectly. They appreciated our requirement for a user-friendly solution that reflected Virgin’s own unique sense of style.”

- Operations Analyst, Virgin Holidays.

“Encoded has enabled us to build a truly round-the-clock operation without the need to increase our customer service headcount. To deal with the calls currently handled by IVR we estimate we would need to increase the existing number of agents by around 20%.”

- Managing Director, Green Star Energy.

About Encoded

Encoded is a leading PCI DSS compliant provider of secure interactive voice response payment solutions. Encoded’s products are designed to fulfil three key objectives; Reduce costs by automated business processes, Increase sales by offering new fulfilment channels, Improve customer service by maximising resource efficiency.

Contact Encoded

Head Office:
Encoded Ltd
Spectrum House
Beehive Ring Road
Gatwick
West Sussex
RH6 0LG.

Tel: 01293 229 700
Email: sales@encoded.co.uk

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