Hartlepool Water – Case study

Hartlepool Water keeps good customer service flowing with IVR payments from Encoded

One of the top water companies in the UK and part of Anglian Water, Hartlepool Water serves 100,000 residents as well as businesses and industrial plants throughout the North East of England. It is regulated by Ofwat and its long-term strategy, ‘Love Every Drop’ is designed to find better, more sustainable ways of delivering and using water services. Since 2007, Hartlepool Water has relied on Encoded IVR technology to automate the growing number of credit and debit card payments and maximise its resources. The solution has enabled the organisation to release significant time savings that allow customer service agents to engage closely with consumers and deliver a highly personalised service. Today, Hartlepool Water uses Encoded to handle around 40,000 calls and 12,000 automated payments every year.

Products Used:

R

Interactive Voice Response (IVR) Payments

R

Web Payments

Julie Hall,
Billing and Income Manager
at Hartlepool Water

“Without a shadow of doubt, Encoded has enabled us to create a highly efficient environment that has boosted employee morale and increased customer confidence. It has tangibly contributed to our regulatory compliance programme and positively impacted our overall performance. In short, we expect the professionalism and ongoing support we receive from the Encoded team, together with their constant product innovation, to help us maintain our prominent position in the marketplace and reputation for exceptional customer service”

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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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