robin hood energy ivr case study - allpay

allpaypublic rheivrcs 002(1) Printed by allpay Print & Design © allpay Limited * allpay Limited would like to make you aware that all calls to our 0844 numbers will be charged at 7 pence per minute plus your phone company’s access charge, which may vary depending on provider. Robin Hood Energy Robin Hood Energy (RHE), a not-for-profit energy company launched by Nottingham City Council, began its relationship with allpay in 2015 offering its customers a wide range of payment methods through direct debits, online & automated phone channels. After launching in September 2015, the company, which was the UK’s first local authority-owned energy supplier, offers low and competitive tariffs across gas and electric, and as such, has seen a significant number of customers switch to its services from the “Big Six”. Since going live with allpay, RHE had utilised allpay’s automated telephone payments line, which utilises Interactive Voice Response (IVR) technology, to allow bill payers to make a payment through an automated system 24 hours a day, 7 days a week. In September 2016, RHE implemented allpay’s low-call cost IVR service by moving from its current ‘0844’ line, to the local ‘0330’ number. This involved allpay supplying RHE with the new local rate number and RHE re-pointing its telephony service and customer-facing literature to the new number. A year following the implementation of the new IVR service, RHE had seen the number of calls through the payment channel increase by 1112.65%. Rob Purdon said: The previous service was charged at 7p per minute to make a payment over the phone, with RHE absorbing these costs. With the implementation of allpay’s low-cost line, the new solution has allowed the business to save a significant amount through the low-cost call rate. The change of line also gave assurances to our customers that they wouldn’t be charged when making their bill payment over the automated phone line; with drop- outs often occurring when customers are informed that a charge will be applied for the call. As a result of implementing allpay’s ‘0330’ line, we are seeing a cost saving from the previous ‘0844’ line and a staff time saving with fewer payments being taken manually by staff. a case study by: Rob Purdon, Contracts Manager Case study Email [email protected] Visit www.allpay.net/our-solutions Call 0844 557 8313 * Want to know how we can help you? 0:00 AM Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample Sample

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Page 1: Robin Hood Energy IVR Case Study - allpay

allpaypublic rheivrcs 002(1) Printed by allpay Print & Design© allpay Limited

*allpay Limited would like to make you aware that all calls to our 0844 numbers will be charged at 7 pence per minute plus your phone company’s access charge, which may vary depending on provider.

Robin Hood Energy

Robin Hood Energy (RHE), a not-for-profit energy company launched by Nottingham City Council, began its relationship with allpay in 2015 offering its customers a wide range of payment methods through direct debits, online & automated phone channels.After launching in September 2015, the company, which was the UK’s first local authority-owned energy supplier, offers low and competitive tariffs across gas and electric, and as such, has seen a significant number of customers switch to its services from the “Big Six”. Since going live with allpay, RHE had utilised allpay’s automated telephone payments line, which utilises Interactive Voice Response (IVR) technology, to allow bill payers to make a payment through an automated system 24 hours a day, 7 days a week. In September 2016, RHE implemented allpay’s low-call cost IVR service by moving from its current ‘0844’ line, to the local ‘0330’ number. This involved allpay supplying RHE with the new local rate number and RHE re-pointing its telephony service and customer-facing literature to the new number.A year following the implementation of the new IVR service, RHE had seen the number of calls through the payment channel increase by 1112.65%.

Rob Purdon said:

The previous service was charged at 7p per minute to make a payment over the phone, with RHE absorbing these costs. With the implementation of allpay’s low-cost line, the new solution has allowed the business to save a significant amount through the low-cost call rate.

The change of line also gave assurances to our customers that they wouldn’t be charged when making their bill payment over the automated phone line; with drop-outs often occurring when customers are informed that a charge will be applied for the call. As a result of implementing allpay’s ‘0330’ line, we are seeing a cost saving from the previous ‘0844’ line and a staff time saving with fewer payments being taken manually by staff.

a case study by:Rob Purdon, Contracts Manager

Case study

Email [email protected] Visit www.allpay.net/our-solutions

Call 0844 557 8313*Want to know how we can help you?

0:00 AM

Sample Sample Sample Sample

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