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Green energy pioneer puts purchasing power into the hands of customers

“ Ecotricity wanted a convenient and secure payment choice for their customers. With their aim to introduce smart meters, it was important for our solution to work across all channels. We were able to combine our extensive utilities sector skills and knowledge to deliver just that. Ashley Burton, Head of Mobile & IS, Eckoh

Ecotricity is an independent green energy company that creates and supplies its own renewable gas and electricity to over 180,000 UK customers. Launched in 1996, as the world’s first green electricity company, its mission is to change the way electricity and gas is made and used in Britain.

The company wanted to install smart meters in customers’ properties. But it also saw an opportunity to go further — by offering integrated, state-of-the-art services to enrich the customer experience and differentiate its offering in the marketplace.

Now it’s been possible, thanks to a smart meter solution from Eckoh. Ecotricity customers no longer need to top up at convenience stores or call Ecotricity during opening hours. Whether at home or on the go, they can make instant payments securely 24/7— via their mobiles, tablets, PCs and telephones.

Case StudyEcotricity

• On track to meet government smart meter directive

• Enhanced customer experience with self-service capabilities across multiple channels

• Reduced operational costs from less repetitive calls

• Secure Level 1 PCI DSS compliant payments

• Rapid and reliable deployment

Client Benefits

Find out more: Call: 866-258-9297 Click: tellmemore@eckoh.com Tweet: @eckoh 08000 630 730 Visit: www.eckoh.com

Case StudyEcotricity

Ecotricity chose a tailored, multi-channel payment solution from Eckoh that combined smart meters and innovative services in one package. The solution met Ecotricity’s goals and enhanced the customer experience by making it easy for anyone to pay for gas and electricity.

Ecotricity were in safe hands. As a Level 1 PCI DSS compliant service provider, Eckoh could ensure customers’ card data was secure. Eckoh had also worked extensively in the energy marketplace.

Eckoh got to work, installing smart meters and integrating new capabilities:

Mobile App: Eckoh provided Ecotricity with a payment app for Android mobiles and iPhones, including a fingerprint login option for iOS devices. The app stores card details securely, making future top-ups even faster. If they prefer, they can make one-off top-ups easily without registering

their details. All payments go through in real time and a code is sent automatically to the meter to activate extra credit. If customers suddenly lose mobile signal mid-transaction, the app reacts intelligently and avoids the risk of anyone paying twice by accident. Mobile responsive web page: Eckoh also provided a mobile-responsive payment page, enabling customers to top-up securely in a similar way on the Ecotricity website via any PC, laptop, tablet or another Internet-enabled device.

Self-service PCI compliant payment IVR: As before, customers can speak to Ecotricity’s agents over the phone from Monday- Friday, 8am-8pm. But Eckoh also provided a 24/7 self-service IVR option so customers can make instant, secure payments over the phone themselves with full identification, verification and PCI DSS compliance.

Ecotricity needed to install smart meters in customers’ properties —to support its own vision for a greener Britain and to meet a government directive that every home should have this new technology by 2020. Smart meters enable real-time meter reading and help customers to manage their energy use.

The rollout also provided Ecotricity with an excellent opportunity to introduce a raft of innovative services that could

be integrated with the new smart meters. These would exceed customers’ expectations and sharpen the company’s competitive edge.Put simply, Ecotricity wanted to: • Enable customers to upgrade to smart

meters right away• Allow them to make top-up payments

easily and securely• Make this possible across multiple

channels: the web, mobile and telephone

Ecotricity is not only able to meet its industry obligation through the introduction of smart meters, it’s gone much further —transforming the way its customers can purchase gas and electricity.

Previously, customers would need to top up at a convenience store or call Ecotricity during opening hours. Today, they can top up securely in seconds, 24/7, via a mobile app, via the web or by calling a self-service number. Customers are also able to store their details securely and compliantly, making future top-ups even faster.

Thanks to Eckoh’s experience and expertise, Ecotricity has been able to roll out the new services quickly and confidently, while reducing the need and cost of payments being taken manually by its agents.

As a result, customers are getting an outstanding service from an electricity provider that can match its strong ethics and a commitment to great customer care with state-of-the-art services that make a positive difference to people’s everyday lives.

Challenge

Solution

Value