By implementing new processes – such as online applications and e-signatures – and bringing in the latest technologies, we’ve helped Britain’s leading jewellery retailer improve its finance offer
Fraser Hart is one of Britain’s leading speciality jewellery retailers, having traded since 1936 it currently has 38 stores across the UK and plans to grow this further over the coming years.
Fraser Hart stores offer a wide range of gold and silver, diamond and other precious stone jewellery in addition to prestige and premium branded watches including some of the world’s top brands like Rolex, Cartier, Chopard, Bvlgari, IWC and Breitling.
The vision of Fraser Hart is to be at the heart of every celebration offering the highest levels of customer service in tandem with the best value for money within a relaxing and luxurious setting in store.
Focussing to the mid/upper end of the market, Fraser Hart’s culture is the key to its success and this has been recognised by being a winner at the Retail Jewellery Awards in 2010, 2011 and 2012, winning the Multiple Retailer of the Year twice in succession.
The finance offer to customers is crucial in giving them a choice of ways to pay for their purchases in the way that suits them best and enabling them to spread the cost of what is often a major purchase to mark a milestone event in their lives over a period of time to suit their circumstances. Interest Free Credit is the main form of finance taken by Fraser Hart’s customers and represents a significant proportion of total sales whilst Interest Bearing Finance is also offered in certain circumstances. With the support of Hitachi, Fraser Hart offer variable repayment terms of between 6 and 48 months.
Having returned to Hitachi as its provider of finance to its customers since 2010 Fraser Hart has benefited in that time from significant process improvements and technological advancements from Hitachi which have shortened the length of time that it has taken for decisions to be made on whether finance can be offered, simplified the application process for customers and shortened the length of time taken for payment to be made on approved agreements. As a result staff are more confident in offering finance as a payment option to customers thus increasing their spending capability.
All applications can be submitted on line for instant approval or decline and can now be e-signed by the customer which makes the whole process paperless and reduces the administration and potential for error in the completion of the application and virtually eliminating the number of applications returned due to incorrect data. The quality of the processes that the customer sees in the offering and acceptance of finance is important as this must reflect the high levels of service that customers expect to get from Fraser Hart.
The Hitachi account manager is always on hand to discuss any issues or future developments and to review performance. Reporting is tailor-made to the requirements of the business and allow focus on the mix of the term of finance taken to aid the design of promotional campaigns or assist store managers to offer appropriate finance options to customers as well as acceptance rates and the reasons for declines which may be improved by greater staff training.
The next development is to offer the Hitachi Pay by Finance option on the Fraser Hart transactional web site.