Case Study: BrightHouse achieves faster, more convenient mobile payments with VoiceSage

BrightHouse Puts The Customer First With SMS and Mobile-Based Payments

BrightHouse, the UK rent-to-own retailer, needed a more convenient way for customers to make frequent payments without visiting stores, while also aligning with its customer-service focus and freeing frontline staff for higher-value work. It turned to VoiceSage and its Visual Pay mobile service, using SMS messaging and interactive voice messaging to create a fast, secure self-service payment option.

VoiceSage implemented a cloud-based, personalized mobile payment solution branded by BrightHouse as “Smart Pay” in just six weeks. The results were strong: contact costs fell to less than £0.15 per transaction, 25% of the target group adopted SMS payments within eight weeks, and uptake grew to 65% after six months with no drop-off. BrightHouse also reported better staff efficiency, reduced operational complexity, and improved on-time payments.

BrightHouse

Alasdair Skeoch

Head of Credit Operations