Better payment journeys for every utility customer
Glider gives utility customers a clear, consistent path to pay — from the moment they connect to your network to the moment they need help catching up. Less chasing for your team. Fewer accounts in arrears.
Hi Sarah, your water bill of $320.36 is due 28 Mar.
Pay now: pay.waterco.com.au/a3f9
Account 8471-2903
$320.36
Due 28 Mar 2025
Payment received
At scale, a fragmented payment journey compounds fast
Utility customers move through the same payment cycle every billing period. When that journey is disjointed, different experiences across channels, reminders that don't lead anywhere, no self-serve path for customers who are falling behind, the impact lands quickly across your whole operation.
Your overdue book keeps growing
Generic reminders with no direct payment path push customers into your contact centre instead of through to payment. Balances roll into the next cycle.
Your team is chasing manually, at a cost
Every account that doesn't self-serve becomes a call, an email, or a hardship workflow. Your best people spend their time on tasks that should run themselves.
Your channels don't talk to each other
Customers get a different experience depending on how they engage. Inconsistency across SMS, contact centre, and web creates confusion, and missed payments.
The payment journey, built for how utility customers actually pay
Glider sits between your billing system and your customers. It connects the reminder, the checkout, and the payment method into one consistent experience, across every channel, without replacing your billing stack.
THE CUSTOMER WHO JUST NEEDS A NUDGE
Reminded. Paid. Done.
Eight days after a water bill is issued, the customer gets a personalised SMS. They tap the link, see the bill in a branded checkout, and selects their preferred payment method. No login. No portal. No call to your contact centre.
THE CUSTOMER WHO CAN'T PAY IN FULL
A plan, not an escalation.
A pre-due reminder arrives two days before the due date. The customer sees a payment plan option and sets one up in three taps. No agent involvement. No hardship escalation.
THE CUSTOMER WHO CALLS IN
Paid on the call. Not after it.
An agent sends a secure payment link mid-call. The customer pays on their own device. The call ends with the balance cleared, no card details read aloud, no PCI exposure.
Designed for the teams that manage utility payments
Billing & revenue teams
Reduce overdue balances, improve payment completion and give customers clearer paths to pay.
Customer experience teams
Create consistent, respectful payment experiences across reminders, service interactions and support journeys.
Contact centre teams
Reduce payment-related calls and give agents secure tools to help customers complete payment without handling card data.
Digital teams
Add modern payment journeys without rebuilding the customer portal or replacing core billing systems.
Finance & operations teams
Improve visibility across payment behaviour, recovery performance and customer engagement.
Five stages. One connected journey.
From the moment a customer connects to your network to the moment they're set up for the next billing cycle, Glider helps your team manage the payment experience at every stage.
- Capture a verified payment method before the first bill is issued
- Establish an ongoing payment authority so future bills can be paid automatically
- Create a digital-first onboarding experience that reduces call centre demand
Save a payment method
One customer. One possible path.
Every utility customer behaves differently. This example shows how Glider helps a customer who simply forgot to pay, preventing escalation and reducing collection costs before they occur.
Priya runs her own small business from home in Melbourne. Between client calls and back-to-back days, paying bills isn't always front of mind. Her electricity bill had been sitting unread for eight days.
Priya · Melbourne · Tuesday morning
Tuesday, 9:14 am
A reminder arrives at the right moment
Eight days after her electricity bill is issued, Priya gets a short SMS from her energy provider. It's personalised — her name, her account, her amount due. There's a link. No login required.
Tuesday, 9:15 am
She pays in two taps
Priya taps the link between client calls. She sees a branded checkout showing her bill summary and selects her preferred payment method. The payment goes through instantly and she's done. Sixty seconds, start to finish.
Tuesday, 9:15 am
Instant confirmation
A receipt lands in her inbox. Her provider's systems update in real time. No late notice gets posted. No call gets made to the contact centre. No follow-up needed on either side.
One well-timed interaction replaces a late notice, a reminder call, and weeks of avoidable follow-up. Across hundreds of thousands of customers, the impact compounds.
Proven in high-volume utility billing environments
Results from Glider-supported utility payment programs.
+20%
Uplift in on-time payments
30%+
Reduction in cost to collect
15%+
Reduction in bad debt
50,000+
Fewer contact centre calls per month
<3%
Inbound calls per reminder, down from ~10%
Results based on Glider-supported utility billing and payment programs. Outcomes vary by organisation, journey design, and customer base.
Customer Story
How a utility attained PCI compliance in their contact centre
An Australian water utility used Glider to descope agents and phone systems from PCI-DSS, enabling staff to take payments securely from anywhere.
"We have seen a significant increase in bills paid, a huge reduction in calls into our contact centre and improved NPS."
— Customer Billing and Experience, Australian Water Utility
Works with the systems you already run
Glider connects to your existing billing system, contact centre platform, and payment gateway, whether that's Oracle, SAP, Microsoft Dynamics, Genesys, or a custom stack. No rip and replace. Live in weeks, not quarters.
Two ways to take this further
See where your billing experience sits today
A short self-assessment used by billing and customer experience leaders to benchmark their current setup and identify the highest-impact moves next.
See Glider against your utility billing journey
A 30-minute walkthrough of how Glider works across the payment journey, and a conversation about where it could help reduce the pain points you’re facing today.