Before Hubtel:  
A power utility was unable to fully collect revenue for the electricity it distributed 

Ghana’s largest power distributor is the sole entity mandated to supply and sell electricity across southern Ghana. It serves millions of customer connections, residential, commercial, and industrial, and is responsible for one of the most critical infrastructure operations in the country. 

For over a decade, annual sales growth had consistently remained below average inflation. The organization knew revenue was being lost. What it could not do was see exactly where, measure how much, or act on it in time to make a difference. The problem ran deeper than a leaking pipe. It ran through every stage of the revenue chain. 
 
Each month more than GHS 2.1 billion worth of power was consumed across the network. By the time that energy was billed, the figure had dropped to just over GHS 1 billion. By the time bills were captured as paid, it had fallen further to roughly GHS 600 million. And by the time money was deposited and available, less than GHS 450 million remained.  
 
Every single month, more than GHS 1.6 billion in value was produced and delivered to customers but never converted into usable revenue. 

The causes were structural and spread across every layer of operations. Payments came in through mobile money, cash, third-party vendors, bank transfers, and cheques. None of these channels were connected to each other. None fed a single system. Finance teams reconciled manually across all of them, a process that consumed days. Sometimes weeks. With Oracle 10G databases running commercial operations, the infrastructure itself was a decade behind where it needed to be. 

Metering systems failed regularly with no dedicated monitoring. Prepaid meters were disconnected from any centralized consumption tracking. Internal analysis would later reveal that 1 in every 3 prepaid meters had a technical issue affecting how consumption was accurately billed, and that inaccurate meter billing was the single biggest contributor to commercial losses on the prepaid estate. For every 2 metered customers on the network, there was 1 unknown consumer drawing power with no account attached to them at all. 

The result was a business generating enormous output that was, in practical terms, flying without instruments. Leadership received revenue reports that were described last week, or last month. The decisions made from those reports were already out of date before they were acted on. There was no mechanism to catch a fraud case developing in the field, identify a meter draining revenue quietly in Ashanti West, or see in real time which districts were underperforming and why. 

Before Hubtel’s intervention, the highest monthly revenue ever recorded on the PowerApp platform was GHS 30.02 million. In the five years from 2017 to August 2022, the platform generated a cumulative total of GHS 546.67 million. 

Bringing Clarity:  
Building the instruments the business had never had 
 
Hubtel’s engagement began in November 2022. The objective was not to bolt a payment layer on top of an existing system. It was to rebuild the commercial infrastructure from the ground up, close every gap in the revenue chain, and give leadership instruments to actually see what was happening across the network in real time. 
 
Phase 1 ran from November 2022 to April 2023, focused entirely on fixing payment processing losses. The fragmented payment channels were replaced with a single unified framework. The PowerApp was rebuilt as the primary point of interaction for all customers and all payment types. Third-party vendor quota systems were centralised and fully integrated with the banking system.  

Bill payments for both AMR and non-AMR customers were brought into a single platform with direct bank and fintech connectivity. Bonded cashiers and POS agents were brought into the framework. The Oracle 10G infrastructure was replaced with Oracle 19C. A 24/7 monitoring team was deployed to maintain system availability around the clock. 
 
The impact was immediate and visible in the monthly numbers. In November 2022, revenue through the platform stood at GHS 14 million. By December it had reached GHS 90 million. By January 2023, GHS 231 million. By February, GHS 815 million. By March 2023, the month the new framework reached full deployment across all 16 metering systems combined with bank and fintech integrations and bonded cashiers. Collections hit GHS 972 million in a single month.  

The milestone the organisation had been targeting, GHS 1 billion in monthly revenue, was within reach for the first time. 
 

Phase 2 ran from September 2023 to February 2024 and addressed the deeper structural problem: revenue protection. Consumption was happening that the organisation could not see and therefore could not bill for. Hubtel introduced Cloud Consumption Monitoring, a system that queries every prepaid meter on the network for monthly consumption data and compares it against actual payments made. The gap between the two reveals precisely where revenue is being lost, at the meter level, for every customer across the entire estate. 

Alongside Cloud Consumption Monitoring, OperationZero was deployed. Built using deep neural network architecture and AI-driven anomaly detection, OperationZero analyses large-scale consumption and vending data to identify illegal connections, tampered meters, and customers consuming power at volumes that do not match their payment history. It does not flag possibilities. It identifies confirmed cases for field teams to act on. 

The PowerApp itself was also deepened into a full customer-facing commercial platform. Customers gained daily consumption estimates, self-service meter reading, monthly statements downloadable as PDFs, and real-time postpaid bill visibility. PowerApp users grew from approximately 5 million at the start of 2025 to more than 7 million by January 2026. 

Putting Management in Control:  
From historical reports to live decisions 
 
Before the platform existed in its current form, asking how much had been collected today required waiting until the finance team had reconciled multiple disconnected systems, a process that took days and produced figures nobody could fully trust. 

That changed with a single dashboard. 
 
From the moment any payment is made, through any channel, by any customer, it appears. The total for the day, the breakdown by payment type, and the variance against the previous period. Directors, management assignees, and performance analysts can see the same data at the same time, without waiting for a report to be compiled. Reconciliation, which once stretched across days, now runs against a single source of truth and produces results on demand. 
 
At the field level, Cloud Consumption Monitoring put specific, actionable data in front of operations teams for the first time. Analysis of the SmartG metering system alone revealed that across 2024, customers consumed GHS 516.3 million worth of electricity but made payments totalling only GHS 374.2 million, a gap of GHS 142.1 million from a single metering system in a single year. Before this system existed, that gap was invisible. There was no mechanism to detect it, no data to quantify it, and no way to assign it to specific accounts for follow-up. 
 

Every row on that table is now actionable. The accounts, the districts, the meters, the customers. All of it is visible and available to the field teams responsible for closing the gap. 

Pursuing Growth:  
What happened when the instruments were finally working 
 
In the first partial year on the platform, from November 2022 through December 2022, GHS 86.16 million flowed through Hubtel across 551,504 transactions. In 2023, the first full year of operation following the complete Phase 1 deployment, GHS 11.94 billion was processed across 18.5 million transactions. That number grew to GHS 17.65 billion in 2024, the strongest full year on record, with transaction volume nearly doubling to 35.6 million. In 2025, the GHS value of transactions processed came in at GHS 14.48 billion, but transaction volume rose to 65.9 million, an 85% increase over 2024. 
 
That shift in 2025 is worth explaining directly. The average Receive Money transaction fell from GHS 657 in 2023 to GHS 222 in 2025. This is not a decline. It is a maturing platform. Millions of customers who previously paid in large, infrequent amounts are now paying smaller amounts more often. The platform is deeper in customer behaviour than it was before. By May 2026, GHS 6.87 billion had already been processed in the year to date across 38.7 million transactions. March 2026 recorded the highest single month for transaction volume in the platform’s entire history: 8.24 million transactions in one month. 

Annual platform performance 

The last time comparable revenue growth was recorded was in 2001. 

The Impact So Far 
 
The platform Ghana’s largest power distributor runs on today is not static, but the results it has already produced tell a clear story about what clarity and control actually deliver at scale. 

Before the platform existed, less than 22% of the value of power consumed each month reached the organisation as usable revenue. Monthly collections on the PowerApp peaked at GHS 30.02 million over the five years from 2017 to August 2022. Within five months of the new payment framework going live, that figure had grown to GHS 972 million. Within one full year of operation, GHS 11.94 billion had been processed. By 2024, GHS 17.65 billion. By 2026, the platform is processing more than GHS 1.4 billion in a single month. 

Clarity made the invisible visible. Control made the visible actionable. Growth followed because it had no choice. 

Before Hubtel: 
A fast-growing food chain that needed a payment system as consistent as its branches 

Pizzaman Chickenman is one of Ghana’s most recognisable fast-food chains. With more than 90 branches spread across nearly every region in the country, it serves thousands of customers every day. The business has been growing steadily, opening new branches and expanding its reach. But as the branch network grew, the payment infrastructure holding it had to be improved to match up. 

Before Hubtel, the business collected payments through a USSD-based service, and bank POS machines. These two channels were supposed to cover every customer at every branch. However, neither was reliable enough. 

The USSD service experienced frequent downtime. When it went down, it went down across all branches at the same time. A customer paying at the counter would find the payment failing. The cashier had no alternative to offer beyond the bank POS, which was a separate device and a separate process. Queues built. Customers sometimes left frustrated. Sales were lost. 

The problem did not stop at the counter. It moved down the chain. Cashiers across 90 branches were left trying to manage payment failures in real time with no tool to fix them. The accounting team at the end of each day had to reconcile everything manually, matching what came in across multiple channels without a single system to pull it together. Settlement was slow, which meant the business could not move its money quickly after a day’s work. 

There was a third problem that sat away from the customer entirely. Managing petty cash across 90 branches was done by hand. If a branch needed funds for a supplier payment, a staff expense, or a day-to-day operational cost, funds had to be manually transferred to each branch individually. Across 90 locations, that added up to a significant administrative burden every week. 

Bringing Clarity 
One platform to collect, pay out, and manage money across every branch 

Pizzaman operates a customer ordering app called Chris B. The first step was integrating our online checkout API into that app so customers could pay for their orders from their phones. From that point, every order placed through Chris B had a reliable digital payment option behind it. 

From there, Hubtel’s USSD was introduced into the in-store payment flow, giving branch cashiers a faster and more reliable option for customers who preferred to pay by mobile money. The USSD process was shorter and simpler than what the previous provider had offered. 

The deeper change came when our Receive Money solution was integrated directly into Pizzaman’s POS system. This meant that when a customer placed an order, the cashier could push a payment prompt directly to the customer’s phone from the same POS screen they were already using to process the order. The customer did not need to dial a code. They received a prompt, approved it, and the transaction was done. For customers who could not complete the USSD flow, the push prompt gave cashiers an immediate alternative. 

Alongside the customer-facing payment tools, we also provided a merchant dashboard to manage all payments. Everything that had previously required a manual transfer can now be processed from one place.  

The Hubtel tools Pizzaman uses across its operation: 

Putting Management in Control: 
Visibility across 90 branches from a single dashboard 

Before Hubtel, the accounting team at Pizzaman had no single view of what had been collected across the branch network. Each branch ran through its own set of transactions and the process of pulling everything together was manual, time-consuming, and always a step behind. 

The Hubtel merchant dashboard changed that. Pizzaman’s management can now monitor transaction activity across all branches in real time. Payments coming in, the channel they came through, and the branch they came from are all visible from one place. There is no waiting for end-of-day reports from individual branches. 

Settlement runs on a one-hour cycle. When a branch closes at the end of its trading day, the funds collected through Hubtel arrive quickly. The accounting team can begin reconciliation the same evening rather than the next morning.  

The portal also simplified a part of the business that had been administrative. Paying suppliers, processing staff expenses, and transferring operational funds to branches now all happen from the same portal that handles payments. Having both inflows and outflows on the same platform means the full picture of daily cash movement is in one place. 

The before and after is clearest here: the business went from using multiple channels managed separately, each requiring its own process and its own reconciliation, to a single dashboard that handles payments and settles within an hour. 

Pursuing Growth: 
What happens when all 90 branches run on the same payment platform 

When Pizzaman joined Hubtel in late 2023, the amounts flowing through the platform were small. In the final three months of 2023, combined transaction value across both channels was GHS 905,260. That was the starting point. 

In 2024, as the platform was rolled out more broadly across the branch network, combined transaction value grew to GHS 14.22 million across 107,235 transactions.  

Figure 1: Annual transaction value, Receive Money and Send Money (GHS Millions) 

In 2025, Pizzaman processed GHS 107.24 million through Hubtel across 675,806 transactions. That is the highest year on record and represents a 654% increase on 2024. The business went from GHS 14 million to GHS 107 million in a single year. 

Figure 2: Monthly combined transaction value, October 2023 to May 2026 (GHS Millions) 

The jump in May 2025 lines up with when Hubtel’s payment system was fully connected to PizzaMan’s POS across all branches. Cashiers could now trigger a payment prompt from the same screen they used to take orders. Customers approved it on their phones and the sale was done. More customers began paying digitally, and the monthly volumes reflected that immediately. 

From that point, collections through the platform have stayed consistently above GHS 10 million every month. 

The year-by-year breakdown: 

The relationship between Pizzaman and Hubtel has grown in one consistent direction. Every branch that opens joins the platform on day one. Every new payment need the business has identified, from in-store checkouts to supplier payments to staff disbursements, has been solved within the same platform rather than by adding another provider. What started as an integration into one ordering app has become the payment infrastructure for an entire national food chain.

When you’re ready to start your business day, the last thing you need is a login process that leaves you in the dark. You need to know if your payment channels are running smoothly before you even begin processing transactions. We’ve redesigned the Backoffice login page to give you a clear view of your business tools and system performance from the moment you arrive. 

A More Secure Way to Sign In 

Managing a business means protecting your financial data. We have refined the login process to add extra security without slowing you down. 

• Microsoft and Google Logins: You can still use your existing accounts, where you receive a One-Time Password (OTP), which is sent to your registered phone number for extra protection. 

• Registered Email Login: OTP codes are now sent to your email. This ensures you can access your account even if you are outside Ghana. 

Check Service Status at a Glance 

Now, you can see the real-time performance of all key services directly on the login page. 

With the Service Status dashboard, you can: 

• Confirm if payment and notification channels are “Running fine”. 

• Identify ongoing issues to avoid transaction delays. 

• Make informed decisions when handling customer transfers or payments. 

Stay informed on Backoffice changes 

You shouldn’t have to hunt for information about new features or system changes. The login page now includes a dedicated News section that brings important updates directly to you. 

Running a business means keeping a close eye on what’s coming in, what’s going out, and what’s available at any moment. When your finances are scattered across different menus, it slows you down and creates unnecessary stress. We have redesigned the Money page on your Backoffice to give you better visibility and faster access to your funds. 

See Your Money in One Place 

No more switching between screens to track different accounts. The new layout provides a complete overview of your finances at a glance: 

• Total Balance: Instantly view the combined total of all your accounts. 

• Individual Accounts: See clear, separate cards for each account to identify where your funds are held. 

• Detailed Statements: Access a clear breakdown of every deposit and withdrawal, which you can download for your records at any time. 

Simplified Navigation 

We have reorganized the side navigation menu so all “money” functions are in one place. Everything you need is now just a click away, making your workflow smoother and more professional. 

• Approvals and Pending Payments: You can now manage requests directly from the dropdown menu in the top-right corner. 

• Owners with approval rights can view and manage pending requests. 

• Finance Managers can easily track and manage pending payment requests. 

• Cancel Transfer Request: If an employee makes a mistake, they can now cancel an approval request before it is processed to ensure incorrect payments aren’t accidentally approved. 

Try it Out 

The new Money page and dashboard updates are live today. Log in to your Backoffice to explore these features and see how they transform your daily management.

Let’s be honest: creating and managing invoices shouldn’t feel like extra work. Whether you are billing a single customer, setting up recurring payments, or invoicing an entire group, you need the process to be quick and straightforward. We have upgraded the Invoices & Bills experience to do exactly that. 

A Better Way to Create Invoices 

The invoice creation process is now smoother from start to finish, with all necessary fields organized in one view. 

• Quickly add customer details under Bill To, enter invoice numbers, and set due dates. 

• Add items with quantities and prices, and watch your totals update instantly as you work. 

• Easily apply discounts, taxes, or additional fees without extra steps. 

The Right Invoice for Every Need 

One size no longer has to fit it all. You can now choose a specific invoice type based on how you bill your customers: 

• Simple Invoice: Best for one-time purchases or single services, like a quick repair or consultation. 

• Repeat Invoice: Ideal for recurring payments (daily, weekly, monthly, or yearly). This is perfect for high-value items, such as school fees or electronics, that customers pay for in instalments. 

• Many Invoices (Group Billing): Designed for bulk billing. You can send the same invoice to a group or upload a list with different amounts, useful for charging rent to tenants or fees to a group of students. 

Manage Everything in One Place 

Once an invoice is created, you no longer need to switch between screens to track its progress. 

From a single view, you can now: 

• Track Status: See instantly if an invoice is “Paid” or “Not Paid”. 

• Log Manual Payments: Record payments made via cash or check so your records stay accurate. 

• Monitor Activity: View a complete timeline of all activity related to that specific invoice. 

• Share and Edit: Download, share, or attach necessary documents directly to the invoice. 

Try it Out 

The new Invoices & Bills experience is live. Log in today to see how these updates help you reduce errors and manage your billing with less stress.