BrightHouse rolls out mobile instalment payments

Rent-to-own appliance retailer BrightHouse has introduced a new self-service mobile payments system to help its customers make payments promptly and conveniently.

Using the VoiceSage Visual Pay alongside personalised automated text messages, customers are reminded when a payment is due. Consumers can then make fast payments with a bespoke web link, where their individual and customer-specific details have been pre-registered.

BrightHouse said this new payment solution supports one of its core values of ‘giving customers total flexibility and control over their relationship with the company’.

The whole BrightHouse mobile payment system was up and running in under six weeks and has already seen one-in-four in its target group for the service switch to mobile payments in an eight week period. This then increased to a 65 per cent uptake after six months with no drop-off.

“That shift exceeded our expectations,” said Alasdair Skeoch, BrightHouse head of credit operations. “There is always a chance with doing something different and new that customers may not warm to it, but in this instance, that didn’t happen. ‘Easy way to pay’, ‘idiot-,proof’ and ‘simple’ were standout elements of the positive feedback we received from our customers. It’s fair to say that we and our customers love it.

“Innovation is at the heart of what we do, which is why we partner with the best. VoiceSage enables BrightHouse to take our customer engagement to the next level – and having the best solution provider has been crucial in ensuring we always get the most from its chosen technology.”

Commenting on the project, VoiceSage’s sales and marketing director Steve Robertson added: “BrightHouse’s use of great proactive customer engagement solutions is a powerful role model for other retailers and credit organisations looking to deliver excellent customer service in a cost-efficient but competitive way.”