Case Study: Severn Trent Water enhances customer self-service with Encoded payment solutions

Severn Trent Water boosts online self-service with Encoded as 4,000 customers sign up

Severn Trent Water, a UK water utility company, sought to enhance its digital customer experience and reduce the volume of simple payment calls handled by its contact center agents. To address this, they partnered with payment service provider Encoded to implement several secure payment solutions, including Web Payments and IVR Card Payments.

Encoded provided a comprehensive solution, developing the "My Account" online portal for self-service management and payments, alongside their Interactive Voice Response (IVR) and Agent Assisted Card Payments systems for call-in customers. This allowed Severn Trent to offer a modern, multi-platform experience while ensuring PCI DSS compliance. The results were positive, with approximately 30% of calls being automated and around 4,000 customers quickly adopting the new online service, freeing up agents to handle more complex queries.

Severn Trent Water