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Buy As You View Graham Clarke

Buy As You View Graham Clarke. Who We Are…. Established over 40 years ago in 1972 in South Wales Initially as a Rental Business Expanded from 2000 - 2006 Serving 75,000 customers in 6 Regions throughout the UK Provide employment for 600 colleagues. . Revised model f rom 2008.

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Buy As You View Graham Clarke

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  1. Buy As You ViewGraham Clarke

  2. Who We Are… • Established over 40 years ago in 1972 in South Wales • Initially as a Rental Business • Expanded from 2000 - 2006 • Serving 75,000 customers in 6 Regions throughout the UK • Provide employment for 600 colleagues.

  3. Revised model from 2008 Old model Account manager Direct sales Cash only meter New model (2008 - 2011) Online Rigorous credit checks and underwriting Smart meter accepts all main payment methods Account manager for cash payments 3

  4. Buy As You View & Thrive • Relationship began over two years ago • Agreed initial goals as a result of customer feedback • Significant changes have been made • Has now developed into a national and sector wide campaign.

  5. Initial Goals • Present existing loyal customers with the opportunity to make additional purchases at better rates • Improve clarity in all company literature & customer’s financial information • Partner Thrive to encourage the sharing of data within the sector.

  6. Significant Changes • Easy/regular access to account information • Clear information regarding Cost of Sale • Help customers improve their credit position • Better information on service & warranty products • Introduce different payment methods • Giving customers more help & advice on arrears • Customer • Charter

  7. What has been achieved… • Clear information regarding Cost of Sale • Help customers improve their credit rating • Continue to ensure that all electrical products contained manufacturing model number • Included total amount payable on all offline and online marketing material • Mystery shopper introduced 2010 • Conduct quarterly customer workshops • Assisted the bringing together of key industry leaders to discuss the prospect of data sharing within the market place • Currently exploring how we can share data with credit reference agencies.

  8. What has been achieved… • Introduce different payment methods • Easy/regular access to account information • BAYV now offerweekly/monthly Direct Debit and Pay Point payment methods • Lower payments for Direct Debit & Pay point • Lower Payments for existing good customers • 40% uptake • In accordance with legislation, BAYV issue Annual Customer Statements • Customers can request free of charge an account statement outside the Annual cycle • BAYV have launched My Account

  9. What has been achieved… • Better information on service & warranty products • Comprehensive leaflets are provided to the customer detailing exactly what our warranty covers above the consumer statutory rights • All Sorted website www.bayvallsorted.co.uk • Dedicated EPS Page http://www.bayv.co.uk/aboutus/eps.ashx

  10. What has been achieved… • Giving customers more help & Advice on arrears • No Late Fees or Penalty Charges for late or missed payment • A number of forbearance measures introduced • Dedicated Webpage for third party arrears advice Third Party Agencies listed include: • Financial Ombudsman Service • Trading Standards • Citizen’s Advice Bureau • National Debt Helpline • Consumer Credit Counselling Service • Committee Legal Advice • Help signposted on all marketing literature.

  11. Next Steps…

  12. Next Steps… • Drive to complete an Industry wide customer charter • Support the development of the data sharing initiative to improve risk based pricing • Continue to explore ways to share data with credit reference agencies to improve customer ratings.

  13. Conclusions

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