Citizen Ticket: making event organising easier

Citizen Ticket started in 2013 with one mission: to make the ticketing industry easier and fairer for organisers and attendees alike.

Today, they offer a self-service event platform that helps thousands of UK events organisers manage their ticketing processes. Bringing bookings, customer management and marketing together in one platform, Citizen Ticket clears up booking fees and makes event organising simple and clear.

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TrueLayer is a lean-in to the future, modern solution. We believe that, in the future, bank-to-bank transactions could even surpass traditional card processing mechanisms.

Harry Boisseau

CEO

The challenge

Payment cards posed several problems for Citizen Ticket. The company processed a high volume of transactions, which made chargebacks an inherent risk. Relying on merchant banks could be difficult, resulting in complicated back-office processes.

Security was also a major concern. With card payments, customers had to enter sensitive details into Citizen Ticket’s system. The company then had to handle and protect that information from fraud, both of which involved significant resources and user trust. 

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Progressive open banking APIs have changed the game with the payments industry. Fees have gotten cheaper because it’s bank to bank. There are fewer people taking a small percentage of that fee.

Harry Boisseau

CEO

The solution

TrueLayer’s forward-thinking approach to payments appealed to the team at Citizen Ticket. They integrated TrueLayer Payments to allow customers to pay for tickets directly from their bank accounts. 

The integration process took a few days. The TrueLayer team then worked closely with Citizen Ticket’s UX designers to update the basket process, making the payment flow as intuitive and fast as possible.

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The innovations TrueLayer are coming up with, we just can’t wait to integrate them and make the process even easier for end users.

Mark Williams

Lead Developer

The results

Citizen Ticket quickly saw the advantages of working with TrueLayer. Harnessing the power of open banking, TrueLayer Payments lets customers make secure, authenticated bank payments. No chargebacks are involved, reducing the risk for Citizen Ticket while also protecting their customer base.

TrueLayer Payments also alleviated the security issues with cards. Payment details are pre-populated using information from the customer’s bank account through secure APIs. This removed the need for Citizen Ticket to store customer details while also making payments easier to reconcile.

And the benefits don’t end there. TrueLayer Payments provides significant savings on payment processing fees, improving the company’s net margin and allowing it to price its product more competitively. 

Today, Citizen Ticket’s customers rely on TrueLayer Payments to complete their purchases. Adoption has exceeded the company’s expectations. In June 2022, nearly a quarter of their ticket-buying customers used TrueLayer Payments at checkout, a rise of 15% month-over-month since its deployment. 

Working with TrueLayer has had a major impact on the way Citizen Ticket processes payments. Chargebacks have declined, and the company has cut back on costly payment processing fees. All of this has helped Citizen Ticket offer a better and easier payment experience for their customers.

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I would highly recommend using TrueLayer to any other companies. It was very easy to integrate the API and the documentation was very clearly laid out. It was the easiest payment integration I’ve ever implemented.

Mark Williams

Lead Developer