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News : Green Star Energy Deploys IVR Technology From Encoded
Green Star Energy has deployed interactive voice response (IVR) and automated payment technology from Encoded to offer customers a 24-hour meter reading and self-service payment service. Since implementing Encoded, Green Star Energy has realised significant time and cost savings with customers using IVR to enter their meter readings or make payments, equating to around 16,000 calls every month.
Launched in 2013, Green Star Energy 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 was looking for a sophisticated technology solution to support the go-live of this small but highly ambitious venture.
Joanne Thornton, Managing Director of Green Star Energy commented, "We are a small supplier with big plans. Our mission is clear – great service, easy to understand products and savings on our customers’ bills. Pivotal to supporting our strategy is a friendly, knowledgeable customer service team backed up with clever technology that can accommodate our fast-growing, dynamic business. Encoded’s automated IVR 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."
Despite the rise in self-service and automated payments, Green Star Energy appreciates that some customers still want to speak live to an agent and respects their choice by constantly looking for secure ways to facilitate payments taken over the telephone. Encoded’s integration capabilities link it seamlessly to Green Star Energy’s CRM system meaning agents always have the right information at their fingertips to deliver a quick, highly personalised customer experience.
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About Encoded Ltd.:
Encoded provides interactive voice response solutions and automated payment solutions. Encoded has invested in achieving the highest level of PCI DSS compliance. It has a Level 1 Attestation of Compliance (AOC) which applies to organisations that store, process and/or transmit more than 300,000 Visa transactions per year it also appears on the Visa Europe Merchant Agents List.
Published: Friday, April 22, 2016