Something for Everyone

Buy As You ViewGraham 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.

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New model (2008 - 2011)

Old model

Revised model from 2008

Direct sales Cash only meter Account manager

Online Smart meter accepts all main payment methods

Account manager for cash payments

Rigorous credit checks and underwriting

3

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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.

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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.

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Significant Changes

CustomerCharter

Clear information

regarding Cost of Sale

Help customers improve

their credit position

Better information on service & warranty products

Easy/regular access to account

information

Introduce different payment methods

Giving customers

more help & advice on

arrears

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What has been achieved…

Clear information

regarding Cost of Sale

• 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 workshopsHelp

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.

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What has been achieved…

Introduce different payment methods

Easy/regular access to account

information

• BAYV now offer weekly/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

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Better information on service & warranty products

What has been achieved…

• 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

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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.

What has been achieved…

Next Steps…

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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.

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Conclusions