Milk & More – Case study

Milk & More carries on in a crisis with secure IVR and Agent Assisted Payments from Encoded

Heralded as a true British icon, Milk & More strives hard to preserve its traditional milkman legacy while embracing modernity and future expansion. In addition to fresh milk and everything dairy, the company offers a huge and ever-expanding range of essentials to nearly 500,000 homes across the country. From bread and milk to the freshest seasonal organic fruit and vegetable boxes, Milk & More conveniently delivers over 200 exceptional products ordered via the Milk & More website and app.

Products Used:

R

IVR Payments

R

Agent Assisted Payments

Rebecca Manning,
Head of Customer Service
at Milk & More

“Encoded quickly became a significant part of our transformation project. We really liked their friendly approach from the start. They were informal but professional and we instantly worked well together. Open, honest and flexible, the team at Encoded was helpful every step of the way from the initial contract stage through to final implementation and training. What is more, the results were truly amazing. Before Encoded, our contact centre advisors typically handled around 15,500 payments a month. Just one year later, with Encoded on board, the numbers have dropped dramatically to around 2,900 payments every month”

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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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Contact Encoded

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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