The internet allows us to widen our reach outside our store catchment areas – enabling us to continue growing our business.
This is all about meeting customers’ expectations, which is why our digital marketing has been stepped up to help people who are looking for us online.
The momentum is increasing. More customers than ever are visiting our website and examining products and service options from the comfort of their own homes. In the last year, more than 25% of new customers purchasing in our stores, originated online.
Customers who apply online still have to visit a store and meet our colleagues before signing an agreement - so we can ensure that their chosen products are appropriate and affordable - but an increasing proportion of this business now comes from the internet.
We also use an online system to access credit bureau information, which allows us to deliver instant credit decisions. More than 50% of payments are now taken through continuous card authority, branded as Easy Pay, or over the phone using a debit card, giving our store colleagues more time to spend with those customers who need to come into our stores – or who simply enjoy doing so.
Continued investments in technology is a key part of our business strategy. We are rolling out a new computer platform and have plans for further developments, including the ability to pay online.