Buy As You View
Graham Clarke
Something for Everyone
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.
Something for Everyone
Revised model from 2008
Old model
Direct sales
Cash only meter
Account
manager
New model (2008 - 2011)
Online
Rigorous credit checks
and underwriting
Smart meter accepts all
main payment methods
Account manager for
cash payments
3
Something for Everyone
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.
Something for Everyone
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.
Something for Everyone
Significant Changes
Giving
customers
more help &
advice on
arrears
Better
information
on service
& warranty
products
Clear
information
regarding
Cost of Sale
Customer
Charter
Easy/regular
access to
account
information
Help
customers
improve
their credit
position
Introduce
different
payment
methods
Something for Everyone
What has been achieved…
• Continue to ensure that all electrical products
contained manufacturing model number
Clear
information
regarding
Cost of Sale
• Included total amount payable on all offline and
online marketing material
• Mystery shopper introduced 2010
• Conduct quarterly customer workshops
Help
customers
improve
their credit
rating
• 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.
Something for Everyone
What has been achieved…
• BAYV now offer weekly/monthly Direct Debit and Pay
Point payment methods
Introduce
different
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
Easy/regular
access to
account
information
• Customers can request free of charge an account
statement outside the Annual cycle
• BAYV have launched My Account
Something for Everyone
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
Something for Everyone
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.
Something for Everyone
Next Steps…
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.
Something for Everyone
Conclusions
Something for Everyone