Case Study: Shell Energy boosts secure self-service payments with Encoded

Shell Energy - Customer Case Study

Shell Energy, a UK-based energy supplier, required a secure and efficient payment system to handle high call volumes for payments and meter readings while maintaining stringent compliance and reducing contact center strain. They partnered with Encoded to implement their suite of secure payment solutions, including WebPay, Agent Assisted Payments, and IVR.

Encoded's omni-channel solutions provided a PCI DSS and GDPR-compliant framework, enabling secure payments via web, mobile app, agent-assisted calls, and self-service IVR. This integration created a highly efficient operation, eliminating the need for a 20% increase in agents and allowing Shell Energy to offer 24/7 customer service without expanding its headcount. Encoded's seamless CRM integration also empowered agents to deliver a superior, personalized customer experience.

Shell Energy