Australian education provider, Dymocks Education is modernising its customer payments, creating a more seamless and secure customer experience—while unlocking operational benefits.
Putting customers in control of payments
Dymocks Education processes thousands of direct debits for its grade 3 to 12 one-on-one tutoring services. Traditional direct debit methods encountered issues such as settlement delays, onboarding difficulties, and uncertainties that occasionally hindered students from starting their classes.
To solve this, Dymocks partnered with CBA to implement PayTo, a payment solution that gives customers more visibility and control over the payments coming from their bank account.
Customers may not be passionate about payments—but they certainly notice when the experience is poor, PayTo allows them to authorise and manage payment agreements directly through their trusted banking app, creating a much more satisfying and transparent experience.”
Mark Buckland, CEO of Dymocks Education.
Speed and data enhance the back-office too
For Dymocks Education, the benefits of PayTo go far beyond just enhancing customer experiences. Direct debits could take as long as five days to process, leading to delays in onboarding and resource delivery.
“Activities that were once paused while we waited for funds to clear—like printing resources and setting up classes—now happen almost immediately,” Buckland says.
Dymocks has also reduced manual reconciliation efforts through API integration with its Enterprise Resource Planning (ERP) system. Real-time updates let the business track payment status with greater speed and accuracy, freeing up staff time and reducing errors.
“The ability to integrate the rich data from PayTo into our systems has been a game-changer,” Buckland adds.
Building trust in a digital-first world
Customer reluctance to share card information online is becoming an increasing issue, especially with the surge in data breaches. PayTo addresses this concern directly.
“Many of our customers are already familiar with account-to-account payments from other countries,” Buckland notes. “With PayTo, they don’t have to hand over card details—they stay in control. That makes a difference in conversion and satisfaction.”
Outcomes
Better customer experience
Real-time payment authorisation via trusted banking apps increases transparency and reduces onboarding delays.
Operational efficiencies
Automated reconciliation and faster settlement reduce manual reconciliation, freeing up staff time and reducing errors.
Increased trust and conversion
PayTo tackles growing concerns around online data sharing, leading to improved customer engagement.
To hear more insights on this topic, watch the full conversation in the podcast episode below.
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