Wine Society – Case Study
The Wine Society is set for growth with an all-in-one secure payment solution from Encoded.
The Wine Society is the world’s oldest member-owned community of wine lovers. Since 1874 the organisation has been doing business differently, putting members before profit to ensure fairer bottle prices and services for all. Today, more than 180,000 members have access to over 1,400 selected wines from around the world, at everyday low prices throughout the year.

As a member-owned co-operative, and therefore particularly mindful of the need to be as cost-effective as possible, The Wine Society required an all-in-one solution that combined fast, flexible service with blue-chip functionality at a competitive price. According to Karen Coates, Chief Operations Officer, it was all about; “proportionality, a solution in our price range and in our size range that did the job and was easy to implement.”

Products Used:


A range of Encoded automated payment solutions


Encoded Gateway Services integrates directly with acquirer Cashflows


Agents use Encoded Agent Assisted Payments to take orders and process card payments


Tokenisation boosts security for staff and customers

Karen Coates,
Chief Operations Officer at The Wine Society

“Unlike many businesses, we welcome members contacting us and it is important that we do so securely. Encoded were our partner of choice to make us compliant over the phone. In 2021, we launched our new website and took the opportunity to extend our relationship with Encoded, and to bring on a new acquirer. We needed to offer our members both fast and secure Payment Card Industry Data Security Standard (PCI DSS) compliant payment methods and advanced e-commerce capabilities using automated technology.

Encoded won hands down when it came to good customer service. We really liked the team and the fact they had done their homework and cared about our members and our business. They demonstrated high levels of flexibility, even suggesting additional creative ways to use Encoded technology. From the outset, it was clear they were exploring new ideas to help us work even smarter.”

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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.”

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- 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 Payment Service Provider and pioneer of new and innovative secure payment solutions for contact centres. Encoded offers a range of card payment solutions designed to help organisations comply with PCI DSS, GDPR and the newly introduced Strong Customer Authentication (SCA). Encoded’s products work with each other to allow your customers to pay by their preferred payment process in an easy and secure way.


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Beehive Ring Road
West Sussex
RH6 0LG.

Tel: 01293 229 700

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