Case Study: Sutton & East Surrey Water achieves faster, lower-cost online payments with Capita One

Sutton & East Surrey Water - Customer Case Study

Sutton & East Surrey Water needed a secure online payment option for customers who were already looking for a way to pay bills through the website, but until 2010 only card payments by phone or through the call centre were available. The company chose Capita One’s Internet Payments product to provide a branded web payment facility backed by a fully managed, PCI DSS Level 1 compliant service.

Capita One went live in February 2010 and quickly processed more than 6,300 payments worth over £1.1 million in the first three months. The new channel shifted payments away from the call centre, saving around two minutes of staff time per transaction and delivering the equivalent of one full-time employee’s work for 22 weeks a year, while also reducing card processing costs and improving security.

Sutton & East Surrey Water

Nigel Hammond

Customer Accounts Manager