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:

  • Secure PCI DSS compliant card payments
  • Agent assisted card payments
  • Interactive Voice Response

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

Joanne Thornton

Managing Director of Green Star Engery

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