Case Study: Plusnet (UK broadband provider) achieves streamlined payments and 33,000 daily Direct Debit collections with Bottomline PTX

lusnet Streamlines Payments and Improves Customer Experience

Plusnet, a UK broadband provider competing on service and value, needed to keep its finance operations fast and reliable as it scaled. With around 33,000 Direct Debits processed daily and time‑consuming cheque refunds, the business faced operational strain, risk of collection failures and the need to meet Direct Debit SLAs while maintaining excellent customer service.

Plusnet adopted Bottomline’s PTX platform—including PTX Webforms for validated bank capture and PTX Payouts for digital refunds—to automate Direct Debit collections, replace manual cheque processes and reduce touchpoints. The result: fewer failed collections, faster refunds, lower operational effort, improved visibility and a better customer experience supported by a trusted long‑term partnership.

Plusnet

Mairi Macconnell

System Operations Team Leader