Hafren Dyfrdwy – severn dee – Case study

Hafren Dyfrdwy – severn dee enhances customer online experience with My Account and Encoded payment solutions

Hafren Dyfrdwy – severn dee was originally formed in 1997 with the merger of the former Chester Water Company and Wrexham Water Company. It then more recently became part of Severn Trent group and supplies approximately 62 million litres of water per day to over 258,000 customers across the Wrexham and Chester areas.

In April 2016, Hafren Dyfrdwy – severn dee introduced a modern and multi-functional new company website. The website includes a new feature, My Account, developed in partnership with payments technology provider Encoded, to provide customers with secure online access to their account, making it easier for them to pay bills, check usage and balances.

Using My Account, customers can change address, view their current balance, next payment, payment plan and opt for paperless billing, all features which are now expected when customers manage their accounts online.

As well as offering the new online portal, Hafren Dyfrdwy – severn dee continues to provide customer service through its customer teams available daily throughout the week from 8 am to 6pm.

Typically calls into the service team cover moving house, querying a bill or setting up direct debits. Approximately 30% of all calls were payment calls, a task that is now mainly handled by sophisticated yet easy to use interactive voice response (IVR) technology provided by Encoded.

The customer service team is expecting call volumes to fall as more customers become familiar with using the online option, freeing up agents to handle more complex customer queries. The online interface has also been developed ‘cross platform’ to support the different devices that customers use, including tablets and smart phones.

In addition the customer service team handles approximately a further 300 calls using Encoded’s web-based Virtual Terminal solution. Virtual Terminal enables agents to set up and manage payment plans securely while a customer is on the telephone. Since Encoded is a Level 1 Payment Card Industry Data Security Standard (PCI DSS) accredited supplier, customers are assured that their private data is protected at all times.

Hafren Dyfrdwy – severn dee has been delighted with the positive customer feedback and since launching My Account it already has around 4000 subscribers using the facility, and anticipates many more to sign up.

Products Used:


IVR Card Payments


Web Payments


Agent Assisted Card Payments


Stored Card Payments

Business Optimisation Manager at
Hafren Dyfrdwy – severn dee

“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.”

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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.


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Head Office:
Encoded Ltd
Spectrum House
Beehive Ring Road
West Sussex
RH6 0LG.

Tel: 01293 229 700
Email: sales@encoded.co.uk

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