Buy As You View improves customer service with £3m investment
January 11, 2011
Leading retail and consumer finance company, Buy As You View has invested over £3m in new equipment for customers and staff.
The investment comes at an exciting time for the growing company as it has recently launched a major recruitment drive for customer account managers.
Buy As You View (BAYV) provide customers with a meter to help them manage their finances and budget for future purchases. The company has recently invested in new smart meter technology that will take customer service levels to new heights. Customers would normally wait until their Account Manager called before getting them to adjust their meter settings or give them a rebate but going forward they will be able to do this either online or through a quick phone call. Better out of hours support and problem resolution will also be provided as a result of being able to remotely access, diagnose and alter meter settings via the GPRS network.
In addition to the meters, Buy As You View, has invested in Panasonic Toughbooks for every account manager. The highly durable handheld PCs are continually updated with information from Buy As You View’s main database. This will provide account managers with up to date customer records, a dynamic appointment scheduling and online performance reports all designed to make the customer service experience even more pleasurable and efficient.
The new Toughbooks also act as an interactive visual sales tool as account managers can access the full catalogue in the palm of their hands and make in home sales when they visit customers. The sales tool has been developed in such a way as to ensure that the customer is clearly presented with the information they need to make an informed buying decision bringing in factors such as features, benefits and, more importantly, affordability. The Toughbooks can also take debit card payments in customers’ homes.
Andrew Deeley, Commercial Director at Buy As You View comments:
“This major investment marks a turning point for Buy As You View as we embark on our ambitious growth plans to double in size over the next 60 months. Embracing new technology will streamline our processes, improve the efficiency of our customer account managers and bring significant benefits to our customers. Our customers will see the benefits of the new meters as they can be reprogrammed remotely, ensuring any issues are resolved quickly and without disruption.
“We are currently recruiting 48 new customer account managers across the country and with the new software being so easy to use the training process is going to be so much easier than it would have been with the old system. By investing in new equipment for customers and staff and with the help of our new recruits, Buy As You View is hoping to double in size in the next five years, proving that the company has bucked the trend in the recession.”
The new investment in equipment for customers and field staff is the latest in a series of major investments which has seen a complete IT overhaul at Buy As You View. The new IT system will provide an update to areas including accounting and distribution functions, loan book management, customer relationship management and service management. Buy As You View is the first company in the UK to implement the Microsoft AX’s Retail Module into the company. The new programme has many functions that will tie together major operations within the business.