Anglian Water – Case study

Anglian 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, Anglian 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, Anglian 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, Anglian Water uses Encoded to handle around 40,000 calls and 12,000 automated payments every year.