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