- Wanted to provide 24/7 telephone payment capabilities to their clients
- Key IVR developed a self-service IVR
- The system provides maintenance information via further look-ups
- Customers can now pay 24/7 online or on the phone in a PCI-DSS level 1 compliant manner
Energy Billing are specialists in the design, manufacture and installation of smart prepay devices and efficient back office billing and invoicing.
Energy Billing allow Housing Managers to take control, by working with them to install, maintain and manage decentralised community energy and heating management systems. They help residents control their energy consumption, manage their finances and reduce the risk of debt.
After an increase of payment only calls that were coming into their contact centre, Energy Billing had a desire to provide telephone payment capabilities to their clients 24 hours, without the need for additional staffing at their end.
The solution needed to be fully compliant, and to meet the requirements of Energy Billing, not involve the interaction of an agent.
Key IVR developed a self-service IVR that allowed for Energy Billing customers to pay for their products and services over the phone 24/7 and without the need to talk to an agent.
The process the Payment IVR goes through starts at the beginning of the call, where Clients input their account number which identifies their property address on their system and ‘repeats’ it back to the client for confirmation. The Clients are then asked if they want to make a payment or if they require service information. If they wish to make a payment, the IVR system takes the payment and then updates the system in real time for a number reference which is then repeated back to the client.
The system also provides maintenance information via further look-ups on the Energy Billing database to meet the client’s requirements.
“The system seems to work well in practice with most clients now being more familiar with the automated system rather than our previous manual ‘answered’ practice. We have met some reticence with certain customers who do not like automated systems and we have encouraged them to try it, as it will ultimately be more efficient and quicker for them to use. We are pleased with the IVR telephone payment application and are looking to use IVR further for additional functionality for our clients”.