Case Study: One Savings Bank boosts productivity with Encoded IVR Payments

One Savings Bank boosts payments from 12% to 50% with Encoded

One Savings Bank, operating through Exact Mortgages, needed to automate straightforward payment calls to free up its agents to handle more complex customer issues. After evaluating several suppliers, the bank selected the IVR automated payment solution from Encoded due to its simplicity and the vendor's understanding of their business needs.

Encoded implemented an IVR system that allows borrowers to make secure, self-service payments at any time. This solution had a significant measurable impact, with automated payments rising from 12% to 50% of all calls within the first six months. This saved a substantial number of agent hours, boosted productivity, and enhanced the customer experience. Encoded also provided integration with the bank's internal systems and ensured PCI DSS compliance.

One Savings Bank