Agent Assisted with PBL

“We needed to offer our members both fast and secure Payment Card Industry Data, Security Standard (PCI DSS) compliant payment methods and advanced e-commerce capabilities using automated technology. Encoded had done their homework and cared about our members and our business, even suggesting additional creative ways to use Encoded technology. From the outset, it was clear they were exploring new ideas to help us work even smarter.”

Karen Coates, Chief Operations Officer, The Wine Society

“We handle hundreds of thousands of calls every year that demand a broad knowledge of financial and legal matters as well as general property maintenance issues. Encoded presented a sound proposal that promised to deliver round-the-clock efficiencies in a cost effective package. The final overall approach and sophisticated IVR technology proved to be the perfect answer to our business problems.”

Tracey McCabe, Head of Customer Service, First Port Property Management

“We decided to refresh the online experience in response to customer demand and changes in the industry. It was a moment of clarity – Encoded was already handling our secure payments with data being fed into our billing system. We needed to create a front-end link so that customers could access this information themselves, rather than relying on speaking to an agent every time they wanted to make a payment or a change to their account details.”

Business Optimisation Manager,
Severn Trent Water

“One of the key reasons for choosing Encoded was to improve the team’s experience of managing large scale migrations from legacy payment systems. With Encoded’s in-depth knowledge of data security, PCI DSS compliance and the latest payment regulations, JT had confidence that the integration would be carried out within the project timescales and to budget.”

Tim Peach, Finance Operations Manager, Jersey Telecom

“From the outset, it was evident that Encoded grasped our requirements for an easy to deploy, fully transparent solution that could integrate seamlessly with our own IT systems. What is more, Encoded offered us a solid and highly scalable platform that promised to drive efficiencies whilst delivering the personal touch to those callers who needed it most.”

Collections and Recovery Department, One Savings Bank

“Along with the simplicity and highly configurable nature of Encoded’s solution, we were impressed by everyone’s professional, can-do attitude backed up by excellent support. Encoded offered a truly scalable solution that could grow with our business. In particular we trusted Encoded to support new ventures such as flexecash® which has already been adopted by a number of high street retailers.”

June Potts, Head of Customer Contact, Park Group

“Tens of thousands of calls relating to payment and meter reads are handled by sophisticated technology provided by Encoded. Encoded’s solutions have 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.”

Shell Energy

“Today, around 10% of all our sales are made using credit or debit card transactions. Our job is to make it easy for customers to pay for services swiftly and securely. Encoded listened carefully to our requirements, made sensible recommendations along the way and even adapted the technology to suit us. The whole experience ran smoothly and we were impressed by their level of knowledge and understanding of our business.”

Peter Doyle, Risk Manager,
Health-on-line