Innovating for your success: Q3 Product updates and 2025 roadmap.
Q3 Product update
We’ve had a busy Q3, delivering several key milestones that strengthen our offering and improve the customer experience.
The Payments Hub
Updates are rolling out across the Payments Hub to make navigation and management easier. A new ‘pin to favourites’ feature is being added to the sidebar, giving quick access to frequently used products and features.
On the toolbar, new ‘Create’ and ‘Help’ buttons provide a faster route to carry out key actions and access support. Communication tracking has been improved with the introduction of the Message History Dashboard, offering clearer oversight, easier management, and full auditing of messages.
Customer Account Manager has also been upgraded with exportable history for a complete record of account creations and card orders, along with an approval toggle for added control.
WebChat Functionality
We’re excited to have launched a new WebChat feature, allowing customers to get real-time support directly through the Contact us page on our website. This makes it easier and faster for users to get the help they need.
Payer Name Verification
This quarter we rolled out Payer Name Verification (PNV). This means clients can check that a customer’s bank details exist at the point they are being entered - similar to how a Confirmation of Payee check works.
This helps prevent payment failures and fraud by validating bank details in real time, improving trust and reducing customer service issues related to incorrect account information.
Direct Debit bilingual letters
We've successfully launched the final phase of our bilingual communications update, enabling clients to send Direct Debit letters and emails in both English and Welsh. Language preference is now visible on the schedule and confirmation pages, supporting clearer, more inclusive communication.
The allpayments app
We've also continued testing and tweaking our new allpayments app, providing a modern and intuitive way for users to make payments on the go. Customers can now also use Apple Pay and Google Pay for a faster, smoother checkout.
Alongside the launch, we’re introducing Transaction Manager in the Payments Hub, the new home for processing refunds on allpayments transactions.
Refunds for these transactions will no longer be supported in Callpay, though other payment types will continue to be refunded there.
To make the change seamless, anyone with refund permissions in Callpay will automatically have access to Transaction Manager with both Viewer and Refunder roles, with no setup required.
What's next?
We have a lot planned for the rest of the year. Here are the major initiatives in motion:
New Payment Holidays Trials
We've started trialling for Payment Holidays! Currently, clients can only export an amendment schedule and the rest of the process is manual.
With this update, they’ll be able to import it back into the system, triggering an approval workflow and generating notifications within the Payment Holidays portal. Additionally, we’re introducing the ability to cancel payment holidays individually, adding much-needed flexibility.
Pay by Link Trials
We’re currently trialling an enhanced Pay by Link product with a small number of clients. Designed to better meet the needs of public housing clients, this version offers improved reporting, bulk management of links, and API capabilities.
These upgrades aim to deliver greater efficiency, flexibility, and ease of integration for our clients.
Fully Managed Refunds
Looking ahead to later in the year, Fully Managed Refunds are planned in. This feature will enable Fully Managed clients to issue refunds to customers directly through the Direct Debit portal - a capability that is currently only available to bureau clients.
Fully Managed clients will no longer need to rely on support or external systems to process refunds. This makes the refund process quicker and easier, improving the customer experience and freeing up internal resources.
Pay by Bank Trial
One of the major items coming up is the Pay by Bank trial, which is scheduled to begin later this year. This initial phase will involve a small amount of clients as we test and refine the experience.
This feature will offer a faster, more secure payment method with no card details required. Clients can reduce card processing costs, improve conversion rates, and offer a more seamless checkout experience.
And much more…!
Is there an update you'd like to see that's not on the roadmap? Contact us today and let us know your request.
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