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.
Products Used:
Interactive Voice Response (IVR) Payments
Web Payments
Julie Hall,
Billing and Income Manager
at Anglian 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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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.
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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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