Case Study: Shell Energy streamlines payments and meter reads with Encoded

Shell Energy reduces 1,000+ daily calls with Encoded

Shell Energy, a UK-based provider of electricity, gas, and renewable energy, sought to improve its customer payment processes and reduce the burden on its contact centre agents handling over 1,000 daily calls. To address this, they partnered with Encoded to implement secure multi-channel self-service payment solutions including WebPay, Agent Assisted Payments, and Interactive Voice Response (IVR).

Encoded's solution provided a secure and convenient payment system across web, mobile, agent-assisted, and IVR channels, all benefiting from a shared stored card pool to increase success rates. This allowed Shell Energy to descope its contact centre from PCI DSS compliance, free up agents to handle more complex enquiries, and securely handle tens of thousands of payment and meter reading interactions. The implementation by Encoded was selected for its ease of use, speedy deployment, and cost-efficiency.

Shell Energy