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or many UK SMEs, revenue
F leakage is no longer caused by a lack of demand or weak customer propositions. Instead, it is happening quietly, indiscernibly and often unintentionally within the payments stack.
Failed transactions, abandoned checkouts, lapsed mandates and customer churn driven by poor payment experiences are eroding topline performance frequently, without appearing on traditional management dashboards.
This challenge is not limited to commercial businesses. Julie Taylor, Head of Fundraising Operations at King’ s College Hospital Charity, sees the same dynamics at play in the charity sector. Tasked with maximising donations to one of the UK’ s most respected hospitals, Taylor has seen how money intended to support frontline services can be lost simply because payments are spread across multiple systems.
Jon Reynolds, Head of Product, Access PaySuite
“ One of the biggest challenges is the fragmentation of payments,” she said.“ Our supporters use different online tools, each with its own processor, set-up and settlement timelines. That makes it harder to see where things are breaking down.”
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Some donations succeed on one platform but fail on another, and some recurring donors remain loyal for years, while others drop off unexpectedly. The issue isn’ t donor intent here, but the complexity of the infrastructure sitting behind the transaction causing big problems.
A systemic problem across UK SMEs
This pattern is increasingly common across the SME landscape. Businesses tend to focus on transaction fees as the primary cost of payments, yet these are often marginal compared to the cumulative impact of failed payments, silent churn and abandoned checkouts.
Research commissioned by Access PaySuite among hundreds of UK SMEs highlights the scale of the issue. Almost half of respondents reported losing between £ 5,000 and
ONE OF THE BIGGEST CHALLENGES IS THE FRAGMENTATION OF PAYMENTS.
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