Health-on-Line – Case study

Health-on-Line gives automated card payments the human touch using Encoded

Health-on-Line offers a fresh approach to private health insurance. Backed up by AXA PPP, the company provides affordable policies and carefully tailored packages that give customers easy access to the latest medical treatments via a nationwide network of hospitals. Health-on-Line went live with an Agent Assisted Card Payment solution from Encoded in September 2013. When a customer is ready to make a payment, the Health-on-Line agent switches on the integrated IVR component of the solution, this triggers a pop-up screen. The agent can see when a customer has entered their card details and if they have been accepted by the acquiring bank but they have no visibility of the actual card details themselves.

Products Used:

Secure PCI DSS compliant card payments

Agent assisted card payments

Interactive Voice Response

Peter Doyle
Risk Manager at Health-on-line

“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. They trust us to protect their personal data and expect us to find smarter ways of delivering the exceptional customer experience they have come to expect. From the start the people at 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.”

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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.