Case Study: Utilita streamlines payment processing with Cybersource

How Utilita streamlined payment processing

Utilita, a UK provider of gas and electricity for pre-payment customers, wanted to modernize a legacy third-party payment platform that lacked real-time visibility, struggled with peak top-up volumes, and created a disjointed customer experience across apps. The company needed a more flexible payment solution that could support faster, more reliable top-ups, lower minimum amounts, and better integration with its mobile app.

Cybersource, a Visa solution, implemented an integrated payment platform for Utilita using services such as Visa Click to Pay, tokenization, secure hosted payments, and 3-D Secure. The new setup delivered real-time visibility into every transaction, supported peak demand, enabled gas and electricity top-ups in one payment, and reduced the minimum top-up to £2. After launch, app uptake grew 55%, the app earned stronger reviews and awards, and customer service became more responsive thanks to improved payment visibility.

Utilita

Ian Burgess

Chief Technology Officer