Case Study: First Port Property Management achieves 24/7 automated payments with Encoded

First Port Property Management - Customer Case Study

First Port Property Management, a UK property management company, faced challenges in handling high volumes of customer payment calls through its manual and outsourced processes. This was impacting efficiency and preventing their contact centre agents from focusing on more complex enquiries. To address this, they implemented an automated interactive voice response (IVR) payment solution from the vendor Encoded.

The Encoded IVR system automated the payment process, allowing customers to make payments and access account information 24/7. This resulted in 20% of all payments being handled automatically. The solution improved operational efficiency, boosted agent morale, and enhanced the overall customer experience. First Port also praised Encoded for its reliable support and expert knowledge, noting the solution helped streamline their business processes without extra cost.

First Port Property Management

Tracey McCabe

Head of Customer Service