Case Study: Click Energy achieves secure, 24/7 meter top-ups with Key IVR

Click Energy - Customer Case Study

Click Energy, a leading electricity supplier in Northern Ireland, wanted to provide its prepayment customers with a secure and efficient way to purchase meter top-up codes over the phone. Their challenge was to reduce call center wait times, enable 24/7 access for customers, and ensure all transactions were safe and PCI-DSS compliant without requiring a trip to a physical shop. They partnered with Key IVR to address these needs.

Key IVR implemented a two-part solution: a fully automated PCI-DSS compliant Payment IVR and an Agent Assisted Payments service. The automated system allowed customers to call a dedicated line at any time to pay by card and receive a code via SMS. This solution proved essential during the COVID-19 outbreak, ensuring customers remained connected to their electricity supply. Key IVR's platform was praised for its ease of use, minimal fraud risk, and the company's professional support, successfully meeting all of Click Energy's key objectives.

Click Energy

David Armstrong

Operations Manager