Sheffield City Trust
Transforming their Direct Debit Process
GladstonePay Direct Debit Solution
Sheffield City Trust was looking for a Direct Debit Solution which would allow them to manage their payment processing in-house. While they used Gladstone Software for their membership management, they outsourced their Direct Debit collections to a third-party payment processor.
It was time to say goodbye to outsourcing their payments and hello to GladstonePay which would enable them to manage their Direct Debits in-house, improving their data integrity and increasing the level of service delivered to customers.
Challenge
Although the third party was brought in to reduce administration, they found that admin time increased as they dealt with a lack of visibility and control over their data. Customer feedback suggested that the service was falling short of Sheffield City Trust's service standards. Its "open to all" philosophy was at risk of being tarnished by the third party and its customer service team.
Other challenges included:
- Uncertainty around data security and integrity.
- A restriction on bulk updates during Covid Lockdown.
- Out-of-date and unintuitive user interface.
- Limited self-serve Direct Debit options for customers.
Solution
GladstonePay Direct Debit collection service provides automated signing and BACS Submissions with an improved customer workflow to streamline rejection management and member communications.
Sheffield City Trust worked with Gladstone's Professional Services team to migrate their Direct Debit data to GladstonePay. Using the fully integrated solution from Gladstone meant that they had a single point of contact for any queries. This gave confidence back to Sheffield City Trust regarding the resilience of their Direct Debit processes, knowing that they were fully supported by Gladstone.
Reduce Time & Effort
Automated File Management
Fast Member Communications
Emails are fully integrated to automatically send to customers advising them of rejected payments, with URLs embedded to allow them to make the payment online.
Greater Payment Security
Improved Customer Service
The customer service vastly improved as customers went directly to Sheffield City Trust's customer hub team, removing the previous barriers that made it difficult for them to keep their accounts up-to-date.
Cost Effective
Why Choose Our Direct Debit Solution?
Prior to moving to GladstonePay's Direct Debit Processor, Sheffield City Trust offered its customers multiple Direct Debit dates. Whilst they were still able to do this with the Gladstone solution, moving the process in-house provided them with an opportunity to migrate all customers to a single date, vastly improving their reporting capabilities and streamlining their processes.
Searching for other reasons to move to Gladstone Pay Direct Debit Processor?
- Reduce the complexity of your Direct Debit runs as you perform the entire process within the Gladstone system.
- Streamline the process with no reliance on your Finance Department to manage a separate BACS transmission process.
- Get automated EFT rejection notifications with no requirement to check on a daily basis.
- Automatically keep customers in the loop with member communications that are fully automated.
- Manage your members' arrears in-house and give your team the power to be flexible to your customer's individual needs.
- Improved data security. Our integrated payment solution is held securely within the GladstoneGo Cloud.
Sheffield City Trust is a not-for-profit leisure organisation that has been bringing physical health and well-being services to the people of Sheffield for over 30 years.
With 15 leisure & entertainment venues, they offer gyms, swimming, golf and other activities to over 4 million people per year.
Their "open to all" philosophy ensures that their activities and facilities provide for everyone in communities across the city.
15,000+
Direct Debits Collected Every Month
30+ Years
Inspiring communities to be active
£50 million
Invested in improving facilities
The GladstonePay Direct Debit collection service gives us the visibility and control we need to accurately analyse and reconcile our Direct Debit collections.
Finance Manager
Sheffield City Trust
The automated Direct Debit process has freed up our Customer Services time and given us a better relationship with our customers.
Customer Relationship Manager
Sheffield City Trust
The migration to GladstonePay was fully supported by Gladstone’s Professional Services team. They were on hand to assist with both the migration, staff training and the ongoing management of our Direct Debits.
Business Systems Analyst
Sheffield City Trust
We’ve been with Gladstone for over 20 years now and their support throughout has been invaluable. We were fully supported through the technical process to ensure the project to transition this critical service was delivered on time.”
IT Manager
Sheffield City Trust
Bringing the Direct Debit process in-house has been a game changer for us. My only regret is not moving to GladstonePay earlier!
Memberships Manager
Sheffield City Trust
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