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2014
LANDMARKS
COMMITTED TO OUR PARTNERS
AND THEIR CUSTOMERS
OTHER SPECIALISED SUBSIDIARIES: Crédit Agricole Capital Investissement & Finance (Idia, Sodica), Uni-éditions
INDIVIDUALS FARMERS SMALL BUSINESSES LOCAL AUTHORITIES INSTITUTIONALS CORPORATES RETAIL BANKING IN FRANCE INTERNATIONAL RETAIL BANKING · GRUPPO CARIPARMA CRÉDIT AGRICOLE · CA BANK POLSKA · CA EGYPT · CRÉDIT DU MAROC · CA UKRAINE · CA SRBIJA CRÉDIT AGRICOLE IMMOBILIER 39 REGIONAL BANKS OF CRÉDIT AGRICOLE · AMUNDI · CACEIS · CA PRIVATE BANKING CRÉDIT AGRICOLE ASSURANCES · CRÉDIT AGRICOLE CARDS & PAYMENTS · FIA-NET SAVINGS MANAGEMENT AND INSURANCE REAL ESTATE BUSINESSES PAYMENT SYSTEMS SPECIALISED FINANCIAL SERVICES CORPORATE AND INVESTMENT BANKING LCL CRÉDIT AGRICOLE CIB · CRÉDIT AGRICOLE CONSUMER FINANCE · CRÉDIT AGRICOLE LEASING & FACTORING
Crédit Agricole
Consumer Finance
France
LOCATION: France OUTSTANDINGS: €24,898 million HEADCOUNT: 3,268Agos Ducato
LOCATION: Italy SHAREHOLDING STRUCTURE: 61% CA Consumer Finance, 39% Banco Popolare OUTSTANDINGS: €15,872 million HEADCOUNT: 2,000Crédit Agricole
Consumer Finance
Nederland
LOCATION: The Netherlands SHAREHOLDING STRUCTURE: 100% CA Consumer Finance OUTSTANDINGS: €2,946 million HEADCOUNT: 329
Wafasalaf
LOCATION: Morocco SHAREHOLDING STRUCTURE: 49% CA Consumer Finance, 51% Attijariwafa Bank OUTSTANDINGS: €2,393 million HEADCOUNT: 616CreditPlus Bank
LOCATION: Germany SHAREHOLDING STRUCTURE: 100% CA Consumer Finance OUTSTANDINGS: €2,338 million HEADCOUNT: 484Credibom
LOCATION: Portugal SHAREHOLDING STRUCTURE: 100% CA Consumer Finance OUTSTANDINGS: €1,084 million HEADCOUNT: 333Credicom Consumer
Finance
LOCATION: Greece SHAREHOLDING STRUCTURE: 100% CA Consumer Finance OUTSTANDINGS: €193 million HEADCOUNT: 90Credium
LOCATION: Czech Republic and Slovakia SHAREHOLDING STRUCTURE: 100% CA Consumer Finance OUTSTANDINGS: €126 million HEADCOUNT: 65
FCA Bank
LOCATION: Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom
SHAREHOLDING STRUCTURE: 50% CA Consumer Finance, 50% Fiat Chrysler Automobiles OUTSTANDINGS: €15,304 million HEADCOUNT: 1,864
GAC Sofinco
LOCATION: China SHAREHOLDING STRUCTURE: 50% CA Consumer Finance, 50% GAC OUTSTANDINGS: €2,671 million HEADCOUNT: 376Forso Nordic
LOCATION: Denmark, Finland, Norway, Sweden SHAREHOLDING STRUCTURE: 50% CA Consumer Finance, 50% Ford Group OUTSTANDINGS: €982 million HEADCOUNT: 117
A presence
in 21 countries
Crédit Agricole Consumer Finance is a leading player in the European
consumer credit market. With a wide range of flexible, responsible and
made-to-measure solutions for its partners and customers, the company
caters to consumer expectations and helps bring their plans to life.
CA Consumer Finance provides a personalised approach to consumer
credit for Crédit Agricole Group retail banks, enabling them to extend
their reach and reply to customer needs.
Service quality, partner and customer satisfaction, innovation and
operational efficiency are at the core of CA Consumer Finance’s strategy.
Foundations that ensure competitivity within the marketplace.
A key provider
of consumer credit
Figur es at end 2014€
2,104
million
in net banking income
9,540
employees
€
69
billion
in outstandings
2 _
“Committed to our partners
for joint success in addressing
the business challenges
of the digital world”
Bruno de Laage,
Deputy Chief Executive Officer of Crédit Agricole S.A., responsible for Retail banking in France, Specialised financial services and Group Payments and Chairman of CA Consumer Finance Board of Directors
Philippe Dumont, Group Chief Executive Officer of CA Consumer Finance T W O - W AY I N T E R V I E W W I T H C H A I R M A N B R U N O D E L A A G E A N D C H I E F E X E C U T I V E O F F I C E R P H I L I P P E D U M O N T.
With Crédit Agricole Consumer Finance well and truly back to profitability, what is your assessment of 2014?
Bruno de Laage: CA Consumer Finance delivered an excellent
performance in 2014. Net income group share was up by 46% to break through the €200 million barrier, despite some
one-off negative influences.
New business was 1.3% higher. In Italy, Agos Ducato confirmed its recovery. The cost of risk improved further in all our entities, with costs remaining under tight control, which together enabled CA Consumer Finance to report an operating ratio amongst the lowest in the market.
At 59%, our self-financing rate continued to improve. The liquidity coverage ratio (LCR) is already well above the level that will be required under Basel III.
CA Consumer Finance has the solid fundamentals needed to grow its business and relaunch consumer credit within the Crédit Agricole Group.
Where are you now in the process of implementing your Focus strategic plan?
Philippe Dumont: We’ve made real progress in every aspect of our plan. CA Consumer Finance is continuing the process of diversifying its
refinancing structure, with the emphasis on its securitization program and deposits via the European Passport system. Insurance is consolidating its status as the second-largest CA Consumer Finance business line. Every entity has prepared its roadmap to achieve this goal.
CA Consumer Finance continued to invest in digital technology, with the launch of innovative solutions for its partners, including a fully digital
tablet credit application for a leading technology retailer in France, Italy and Germany, and an online electronic signature system for La Redoute. Synergies with the Crédit Agricole Group were also enhanced during the year.
New business generation on behalf of Group banks rose by 9.3% in 2014. Our insurance business also grew in partnership with Crédit Agricole Creditor Insurance. In addition, CA Consumer Finance provided the Crédit Agricole Group with its expertise in big data, securitization and overindebtedness prevention.
How is CA Consumer Finance contributing to the relaunch of consumer credit within the Crédit Agricole Group?
B. de L.: CA Consumer Finance has identified a series of initiatives that will deliver an improved response to the expectations of Crédit Agricole Group customers by rethinking the services offered, and by rethinking services and by expanding our support with enhanced solutions that are personalised, modern and modular, and with an optimised process that is truly multichannel.
Today, 32 Regional Banks have either introduced, or plan to introduce, the new CA Consumer Finance-developed Conso 2.0 distribution solution to expand their consumer credit business. The first six Regional Banks to do so have seen new business rise by between 27% and 63%.
What are the CA Consumer Finance business development priorities with its various partners?
Ph. D.: We provide our partners with our expertise in the regulatory environment, digital technology and risk
management to support them in all the countries where we operate.
We contribute to growing their sales by helping to launch new offers, by enabling them to make sales and by increasing the average spend of their customers. We help them to simplify and improve their customer relationships through process digitalisation.
Automotive finance - one of our core strengths through lead partners such as Fiat Chrysler Automobiles and Jaguar Land Rover - is a decisive factor in the vehicle buying decision. That’s why we work closely with our partners to develop competitive, innovative finance and warranty offers.
How do you plan to further reinforce your relationships with customers?
Ph. D.: The satisfaction of our customers is our first priority. We monitor and manage that using a customer recommendation index that we have measured every year since 2012, both in overall terms and at key stages in the customer relationship.
In 2015, we will continue to drive innovation forward and simplify the experience of our customers by offering them a seamless omni-channel journey. Digital technology is a key component of this commitment, but it is not the only one. The expertise of our teams is essential in ensuring that borrowers receive the best-possible advice. Team professionalism and engagement, together with our process expertise, will again be the central business development strengths that we offer our partners in 2015.
€
200
million in net income group
share: up 46% versus 2013
59%
self-financing rate in 20141 .3%
increase in new business, compared with 2013CA CONSUMER FINANCE APPLIES ITS PROCESS EXPERTISE AND
KNOWLEDGE TO HELP ITS PARTNERS GROW THEIR BUSINESSES.
IT RESPONDS TO THE NEW EXPECTATIONS OF THEIR
4 _
Directors
Jacques Boyer,
Chairman, Caisse régionale of Crédit Agricole Languedoc
Vincent Delatte,
Deputy Chairman, Caisse régionale of Crédit Agricole Champagne-Bourgogne
Nicolas Denis,
Head of Technology and Banking Services of LCL
Marc Deschamps,
Chief Executive Officer, Caisse régionale of Crédit Agricole Centre France
Henri Le Bihan,
Chief Executive Officer, Crédit Agricole Creditor Insurance
François Macé,
Chief Executive Officer, Caisse régionale of Crédit Agricole Nord de France and Chairman of CA Consumer Finance’s Audit Committee
Philippe Marié,
Chief Executive Officer, Crédit Agricole Bank Polska
Bruno Tardieu,
Chairman, Caisse régionale of Crédit Agricole Centre Ouest
Benoît Albert,
Employee-elected Director
Chairman Director
Bruno de Laage,
Deputy Chief Executive Officer of Crédit Agricole S.A., responsible for Retail banking in France, Specialised financial services and Group Payments
Governance
HEADS
OF ENTITIES
(1ST APRIL 2015)Jean-Philippe Boghen,
Forso Nordic (Denmark, Finland, Norway, Sweden)
Giacomo Carelli, FCA Bank Amir Djourabtchi, Credibom (Portugal) Philippe Genon-Catalot, Credicom Consumer Finance (Greece) Jean-Gaston de Lassus,
Crédit Agricole Consumer Finance Nederland (Netherlands)
Laïla Mamou,
Wafasalaf (Morocco)
Dominique Pasquier,
Agos Ducato (Italy)
Stéphane Priami,
Crédit Agricole Consumer Finance (France)
Gilbert Ranoux,
GAC Sofinco (China)
Roman Štipák,
Credium (Czech Republic and Slovakia)
Jan W. Wagner,
CreditPlus Bank (Germany)
BOARD
OF DIRECTORS
(1ST APRIL 2015)Satisfying our partners is embedded
within our DNA. Our special know-how
accompanies car dealerships
and manufacturers at every stage
of the customer experience.
Bernard Manuelli, Head of International Automotive Partnerships - CA Consumer Finance
CA Consumer Finance works hand in
hand with Crédit Agricole Group’s retail banking
networks and their distribution partners to grow
their sales. Our expertise is key for this business
line as we provide the entire value chain.
Stéphane Priami,
CEO - Crédit Agricole Consumer Finance France
Bernard Manuelli, Head of International Automotive Partnerships
Dominique Pasquier,
CEO of Agos Ducato (Italy)
Stéphane Priami, CEO of Crédit Agricole Consumer Finance France
Jan W. Wagner, CEO of CreditPlus Bank (Germany) Philippe Dumont, Group CEO Pierre Adam, Head of Subsidiaries and Investment Véronique Goutelle, Head of Group Human Resources
Christophe Grave,
Deputy CEO, General Secretary and Group Credit
Jérôme Hombourger, Deputy CEO, Group Development and Strategy
Joao Miguel Leandro,
Head of Business Units and Corporate Center
Guillaume Lesage, Deputy CEO, Group Support and Finance
GROUP EXECUTIVE
COMMITTEE
6 _
Consumer credit: key
to financing the real economy
EUROPEAN CONSUMERS ARE RESPONDING TO CONDITIONS IN THE WIDER ECONOMY BY
CHANGING THEIR BUYING HABITS. ACROSS THE FOUR KEY CA CONSUMER FINANCE MARKETS,
BETWEEN 11% AND 14% OF THEIR PURCHASES ARE FINANCED BY CREDIT.
Average outstanding consumer
credit per inhabitant
(in euros)
Consumer credit by type of goods
Outstanding consumer credit as
a proportion of annual household
expenditure
Germany France Italy Portugal Germany France Italy Portugal
Germany 78% 13% 63% 70% 29% 8% 30% 9% 67% 20% 13% France Portugal Italy 14.3% 12.9% 1,698 11.0% 1,161 11.4% 2,754 2,243 Cars Household equipment and home renovations Other
INSTALMENT LOANS AND REVOLVING CREDIT
These financing products are CA Consumer Finance’s core business, distributed directly via branches, online, by phone or at the point of sale when purchasing goods.
LEASE PURCHASE
The borrower pays an initial deposit, followed by monthly repayments. The property belongs to the finance provider unless the customer exercises the purchase option at the end of the contract.
At the heart of CA Consumer Finance’s strategy: the satisfaction of its partners and their customers, as it leverages
the strength of its network to
help specialist distributors increase their sales. The company’s in-depth
banking expertise is a real strength
when it comes to developing specific value-added offers and promoting customer loyalty with and for Crédit Agricole Group retail banks (Crédit Agricole Regional Banks and LCL in France, Cariparma in Italy and
LONG-TERM LEASE
A long-term lease is a product designed to finance corporate car fleets. This format includes the provision of services such as roadside assistance and maintenance.
LOAN REPURCHASE (CONSOLIDATION)
This term refers to the grouping together of existing loans from various sources into one loan with a single monthly payment.
Crédit du Maroc in Morocco). CA Consumer Finance responds to the diversity of its partners and evolving consumer needs through
jointly developed offers and unique digital solutions - a competitive edge
for its partners. Car manufacturers in partnership with CA Consumer Finance also benefit from a high-level of expertise and specialist skills in automotive financing. As a partner of choice within the consumer credit market, Crédit Agricole Consumer
Finance is committed to a policy of responsible lending and in this respect analyses carefully customer borrowing capacities. In addition, the group runs financial education (e.g. how
to manage a budget) and debt prevention initiatives for those
who are vulnerable.
INSURANCE
CA Consumer Finance offers its customers a number of insurance solutions to complement a loan or provide cover for goods purchased or financed via its partners (extended warranties, top-up car insurance, etc.) or purchased independently (funeral expenses, etc.).
SAVINGS
CA Consumer Finance developed an institutional savings product in 2011, followed by a personal savings product in 2012; both are offered via its German subsidiary CreditPlus Bank. Since 2014, CA Consumer Finance has been offering online savings in Germany via the ‘European Passport’* system.
CRÉDIT AGRICOLE CONSUMER FINANCE OFFERS
ITS PARTNERS A WIDE RANGE OF FINANCE AND
INSURANCE SOLUTIONS TAILORED TO CUSTOMER
NEEDS AND THE CHANGING REGULATORY
FRAMEWORKS IN EACH MARKET.
An extensive range
of products and services
The market strengths
of Crédit Agricole
Consumer Finance
* The European Passport system enables financial institutions to operate in other European Union member countries (authorisation required from the country of origin).
8 _
8 _
8 _
CA Consumer Finance expertise is visible at every stage of the loan application and acceptance process. Its acceptance scores provide a true measurement of borrowing capacities, and its processes ensure that there is a fast reply. Advice, customised solutions, innovation and operational efficiency all contribute to customer satisfaction and loyalty.
MEASURING CUSTOMER
SATISFACTION, MANAGING
IT EFFECTIVELY
Customer satisfaction is assessed using the Net Promoter Score (NPS). High-quality customer service, a commitment to corporate responsibility, clear proposals and
support at every stage of the customer experience all helped CA Consumer Finance significantly improve its NPS between 2013 and 2014.
All group entities have implemented initiatives to manage customer satisfaction levels, from improving their communications to faster response times and staff training concerning excess debt… Such actions have brought results at Agos Ducato, for instance, where clients appreciate easier access to advisors, respected service levels and simplified administrative procedures.
USING INNOVATION
TO RESPOND TO NEW
CONSUMER NEEDS
AND BEHAVIORS
CA Consumer Finance has a proven track record of innovation through its joint solutions with partners and its own teams.
Its digital offer has been developed in precisely this context. A digital loan
agreement is key to the finance application and acceptance process. So CA Consumer Finance has introduced electronic signature technology on the La Redoute website - a first in the French consumer credit market. This solution was designed as part of Sofinco Lab, the CA Consumer Finance France unit that brings together staff from diverse backgrounds to develop prototypes. In Germany, CreditPlus Bank has redesigned its website and introduced responsive web design* solutions, offering increased proximity and an enhanced client experience. Innovation is also at work in the sales force, which now uses tablets to coordinate the network in addressing challenges directly.
Your customer
satisfaction is central
to our strategy
AT CRÉDIT AGRICOLE CONSUMER FINANCE, RESPONDING TO ITS
PARTNERS’ BUSINESS CHALLENGES MEANS PAYING VERY SPECIAL
ATTENTION TO CUSTOMER EXPECTATIONS IN TERMS OF FINANCE
SOLUTIONS, SUPPORT AND INNOVATIVE OFFERS. OUR GOAL IS ALWAYS
GREATER CUSTOMER SATISFACTION.
* The process of designing adaptive websites that offer visitors an optimal viewing experience regardless of device (desktop computers, smartphones, tablets, etc.)
68%
of loan applications submitted to Sofinco (a commercialbrand of CA Consumer Finance France) via its website
24%
of loan applications received by Agos Ducato are made via smartphones
More than
PARTNERS FACING A BROAD
RANGE OF CHALLENGES
The car manufacturers and dealerships, home equipment providers, specialist distributors and retail banking networks that work alongside CA Consumer Finance expect their partner to provide them with a range of products and services tailored to the needs of their specific sales models (e-commerce, in-store, etc.) and the expectations and new behaviours of their customers. CA Consumer Finance responds by continually adapting its offers and services to the challenges faced by each of its partners.
Innovation is therefore a priority for CA Consumer Finance, as it anticipates
customer needs with products reflecting their lifestyles, e.g. an easy-to-use digital application and acceptance process for tablets designed in conjunction with a leading brand of hi-tech products for in-store sales of its products in France, Italy and Germany.
THE POWER OF A
MULTICHANNEL EXPERIENCE
When it comes to personal loans, consumers compare the full range of offers available on their smartphones, tablets and the Internet as part of the buying process. CA Consumer Finance develops its innovative solutions by building them jointly with its partners. Its in-house teams train sales people
in the special features of consumer credit, and support them in the implementation of their own sales systems. At the same time, CA Consumer Finance applies its expertise in Big Data to refine and share its customer knowledge with its partners. Today’s world brings with it a new challenge: leveraging customer data to gain a better understanding of their online experience, anticipate their needs and provide partners with more accurate advice. This unique level of multichannel expertise is just one of the strengths that set CA Consumer Finance apart from its competitors in the market.
A specialist
for our partners
CRÉDIT AGRICOLE CONSUMER FINANCE PUTS
THE EMPHASIS ON A CLOSE WORKING RELATIONSHIP
WITH ITS PARTNERS, PROVIDING THEM WITH SPECIFIC
ADVICE AND CUSTOMISED OFFERS.
28,000
digital finance agreements in 2014 for a partner brand’s hi-techproducts in France
100,000
car loan quotes produced by dealerships using the dedicated c-ready app in France. This smartphone app also enables the sales force to access directly all CA Consumer10 _
YOUR NEEDS,
OUR PROMISE
Consumer credit is a strategic business line for the banking industry. It is, in fact, the second most effective product for generating customer loyalty, after mortgages. In France, consumer credit contributes to more than 7% of national GDP. CA Consumer Finance brings its expertise of all consumer credit related products and services to boost the profitable growth and regional profile of Crédit Agricole Group banking networks.
OUR SERVICES TO YOU
CA Consumer Finance offers the Crédit Agricole Regional Banks and LCL in France, Cariparma in Italy and Crédit du Maroc in Morocco the powerful technical and marketing systems they need to boost customer take-up of consumer credit products. CA Consumer Finance is rolling out its Conso 2.0 distribution strategy to the Crédit Agricole Regional Banks. Delivering a dramatic increase in banking network business volumes, driving innovation in offers and services, ensuring transparent communication and sharing expertise are all central to this process. A new governance structure enables the momentum of consumer credit and decisions to be shared more effectively within the Regional Bank network. CA Consumer Finance also provides the Regional Banks with additional human resources backed by sales and marketing coordination, and has
put together a series of key indicator dashboards via tablet devices for enhanced steering.
The partnership between LCL and CA Consumer Finance also provides a structure for self-governance, network management team coordination and project management which leads to a very dynamic approach to consumer credit. In Italy, Agos Ducato and Cariparma signed a new distribution agreement in 2014. It effectively brings together the complementary talents of these two important players in the Italian personal finance market. Agos Ducato contributes its expertise in sales and marketing promotion, product innovation and distribution. Cariparma brings to the partnership its strength in distribution, with its network of 806 Cariparma, FriulAdria and Carispezia agencies.
Helping Crédit Agricole Group
banks to reach their full potential
in the consumer credit market
AGAINST THE BACKGROUND OF A LACKLUSTRE ECONOMY AND LOW
INTEREST RATES, CONSUMER CREDIT OFFERS THE CRÉDIT AGRICOLE
GROUP BANKING NETWORKS AN APPEALING ROUTE TO GROWTH
IN TERMS OF CUSTOMER LOYALTY AND REVENUE.
In Morocco, Wafasalaf’s specialist consumer credit expertise is available through the Crédit du Maroc branch network at every stage of the sales journey, from market analysis to the organisation of promotional and marketing campaigns, training initiatives and network coordination.
“Our partnership with Agos Ducato is a valuable opportunity for Cariparma Group as we build on our synergies to create an innovative consumer credit experience. It is a key element in the development of new products, because it allows us to pool and share our experience via a multichannel platform. Our collaboration is allowing us to run our distribution network more efficiently, leverage our investments in IT, and control risk management more effectively”.
Gianluca Borrelli, Retail Department Manager at Cariparma
2014 highlight
Our customers look to
our branches for solutions
that will help them budget effectively.
Consumer credit is the perfect response. It represents an important asset in developing our business lines and securing the loyalty of our customers. And the Crédit Agricole Consumer Finance expert risk analysis system allows us to consolidate this business with complete transparency. We are determined to increase our distribution of these products, because they represent a very significant source of revenue.
Michel Lefrançois,Chief Executive Officer, Caisse régionale de Crédit Agricole Alsace Vosges
NOUVEAUTÉ NOUVEAUTÉ
YOUR NEEDS,
OUR PROMISE
The European automobile market is undergoing major changes. New car sales are falling as the used car market grows: in France, for example, more than two used cars are sold for every new car. In Italy, three out of four cars sold in 2014 were second-hand. Nevertheless, financing remains an important part of the buying experience, with two-thirds of all new cars bought with loans. In this context, CA Consumer Finance works alongside its partners to develop competitive and innovative finance and warranty offers.
OUR SERVICES TO YOU
In today’s highly competitive car sales market, CA Consumer Finance experts rise to the marketing challenges faced by manufacturers and dealerships, and reply to the financial requirements of their customers.
CA Consumer Finance has rolled out a smooth, integrated digital strategy focused on the expectations of its partners and designed to obtain the sign-off for car loans very quickly, and as simply as possible. In China, GAC Sofinco has introduced the Image Management System; an innovative resource that can digitise every stage of the loan application and granting process. CA Consumer Finance works with dealerships to support sales forces in marketing finance and
insurance solutions by providing tailor-made training. It also contributes to the process of developing
manufacturer promotional offers and managing dealership stocks. In this way, FCA Bank - the joint venture owned by CA Consumer Finance and Fiat Chrysler Automobiles - worked with its partner Jeep to develop three finance solutions specific to the European launch of the new Jeep Renegade: Jeep Value, a leasing solution with a range of additional services, Jeep Free, an innovative finance option that gives customers
An effective response
to the multiple needs of car
manufacturers and dealerships
Thanks to the great experience
of its shareholders,
FCA Bank is a company able to express an image of great solidity against international investors and it is now able to capture more effectively the opportunities for diversification of funding sources, further enhancing the offer and services to its customers thanks to a strong presence in 16 European countries.
Alfredo Altavilla, Chief Operating Officer EMEA Region - FCA Bank
THROUGH ITS JOINT VENTURES WITH FIAT
CHRYSLER AUTOMOBILES, FORD AND THE CHINESE
MANUFACTURER GAC, ITS PARTNERSHIPS WITH MAZDA
AND HONDA, AND ITS OWN NETWORK, VIAXEL,
IN FRANCE, CRÉDIT AGRICOLE CONSUMER FINANCE
IS A PARTNER OF CHOICE FOR AUTOMOTIVE FINANCING.
the opportunity to change car every two years, and Jeep Easy, a finance package tailored specifically to the needs of young drivers.
In the French second-hand car market, Viaxel – CA Consumer Finance brand dedicated to vehicle financing – has developed the ‘Sécuri 3’ solution that covers vehicle servicing throughout the finance period on the basis of an agreed annual mileage.
2014 highlights
• FCA Bank has signed a partnership agreement with Maserati to create Maserati Financial Services. This new entity offers twelve Maserati dealerships a broad range of finance packages and insurance products. • In Portugal, Credibom has launched a new car finance loss insurance policy which is now offered to all customers purchasing new and second-hand cars. • In Morocco, Wafasalaf has launched Simul@uto, a mobile app loan simulator. It offers sales support systems with the result that Wafasalaf now finances 50% of all new cars in Morocco.
12 _
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YOUR NEEDS,
OUR PROMISE
Specialist retail chains operate in a fiercely competitive market. The economic environment and digitalisation have profoundly changed consumer behaviours and expectations. A simple, efficient finance offer combined with innovative systems and detailed market knowledge is key to successful retailing and customer loyalty. In this context, and to help specialist retailers maximise their sales,
and approval system developed and implemented for La Redoute. This innovation is a first in the French mail order consumer credit market. It allows La Redoute to attract and retain new customers by significantly boosting the conversion rate of loan applications submitted via the brand website.
The assistance that CA Consumer Finance is able to give its partners on a daily basis relies heavily on the CA Consumer Finance deploys a
range of innovative, personalised financial services that respond directly to evolving customer needs.
OUR SERVICES TO YOU
CA Consumer Finance accompanies partners with a strong digital culture and close proximity with the sales force. The CA Consumer Finance digital strategy responds to new consumer demands - illustrated by the 100% online digital loan application
Working with
specialist retailers
CRÉDIT AGRICOLE CONSUMER FINANCE IS A PARTNER OF MAJOR SPECIALIST
RETAILERS, INCLUDING VORWERK, FNAC, LA REDOUTE, CASTORAMA,
PRINTEMPS AND DARTY. THE GROUP ALSO WORKS WITH MANY FURNITURE
AND HOME DECORATION SPECIALISTS.
Pass Location is a lease purchase offer that we have developed with Crédit Agricole Consumer Finance to boost growth in hi-tech products; it’s available for smartphones, tablets, computers, games consoles and SLR/hybrid cameras and lenses. So our customers can get a new smartphone for less than €30 per month.
They then have the option to swap to a newer model after a year (by committing to a new leasing agreement) or buying it
outright after two years using the purchase option. By rolling out this offer, Crédit Agricole Consumer Finance has demonstrated its ability to support complex transactions and deliver responses that meet a high level of expectations and reliability. We expect Crédit Agricole Consumer Finance to continue with its innovation strategy, supporting and training our teams in our points of sale throughout France. It’s an essential way to attract customers.
Enrique Martinez, CEO Northern Europe - Fnac Group
strength of its network and its local presence. In France, 95% of its household equipment teams work at local level. They support and assess retailer sales forces by providing training and delivering a very high quality of service. They also provide operational support and help their partners to put together and process credit applications in real time. This close relationship provides a real competitive edge. For optimum network coordination, CA Consumer Finance has developed the ‘Planète Partenariat’ system that allows its local teams to access a range of monitoring tools and product data sheets via a tablet.
CA Consumer Finance listens continually to what sales forces have to say, and as a result, has developed C-Digit, a fully digital tablet credit application app specifically for household equipment. The app offers two distinctive new features: it runs on
iPad and Android devices, and the application acceptance phase is split into two stages in order to adapt to the needs of business referral agents in-store and out-of-store. Currently in the pilot phase, this app will be rolled out widely in 2015.
The digitisation of statements, which effectively accelerates processing times and improves document traceability, is a direct response to customer expectations. CA Consumer Finance sent 1.8 million account e-statements to Darty customers in France during 2014.
This kind of close support and effective communication enables CA Consumer Finance to engage in a daily process of building personal relationships with all its retailer partners.
CA Consumer Finance has been
helping us successfully for ten years!
Vorwerk sells its products in 75 countries. Our core business is direct sales of high-quality products. CA Consumer Finance is a partner offering expertise, good reputation and international coverage. CA Consumer Finance and Vorwerk have had a partnership in France and Portugal for over 10 years... and now in Italy too! In France, Vorwerk is growing quickly: sales of our flagship product the Thermomix® kitchen appliance, as well as
our Kobold vacuum cleaners, is on the rise.
The strong partnership with Credibom in Portugal helped us to soften the tough economic crisis. Together, we found solutions, and today, business is growing in Portugal and we’re back on track.
Stefan John, Vice-President - Vorwerk
• Castorama - Uni-éditions partnership: a special six-month introductory offer to a magazine for Castorama cardholders
• In 2014, 38% of La Redoute customers received e-statements
• Agos Ducato’s partnership with Vorwerk for product financing in Italy
2014 highlights
Buying a bed is a major investment, and on average, French people change their bed only once every 14 years. At Maison de la Literie, we target the replacement bed market with a high average spend. In this context, the finance offers provided by Sofinco allow our customers to invest in high-quality beds within their budget. As a true partner, Sofinco works with us on a daily basis to train our teams and run special offers to grow our top-line.
Valérie Duchaussoy, Operations Director, Maison de la Literie
Sofinco at our
side to grow sales.
Agos Ducato Via Bernina 7 20158 Milan Italy www.agosducatoweb.it Credibom Lagoas Park Edifício 14 - Piso 2 2740-262 Porto Salvo Portugal www.credibom.pt
Credicom Consumer Finance
187, Syngrou Avenue 17121 Nea Smyrni Athens
Greece
www.credicom.gr
Crédit Agricole Consumer Finance France
Rue du Bois Sauvage 91038 Évry Cedex France
www.ca-consumerfinance.com
Crédit Agricole Consumer Finance Nederland Entrada 600 1096 ET Amsterdam Netherlands www.ca-consumerfinance.nl CreditPlus Bank Augustenstrasse 7 70178 Stuttgart Germany www.creditplus.de Credium Office Park Bucharova 2657/12 15800 Prague 13 Czech Republic www.credium.cz FCA Bank
Corso Giovanni Agnelli 200 10135 Turin Italy www.fgacapital.com Forso Nordic Torpavallsgatan_9 Gothenburg 41673 Sweden
GAC Sofinco AFC
Floor 18, Sunrich Plaza, No.988 Guangzhou Dadao Zhong Tianhe District
Guangzhou (510623) China
Wafasalaf
72, Angle Bd Abdelmoumen et rue Ram Allah
20000 Casablanca Morocco
www.wafasalaf.ma
www.ca-consumerfinance.com Rue du Bois Sauvage,91038 Évry Cedex
1014 CA Consumer Finance:
Fr
ench public limited company (SA) with shar
e capital of
€
433,183,023 - Rue du Bois Sauvage - 91038 Évry Cedex - 542 097 522 RCS Évry -
Illustrations:
Le Duo -
Photo cr
edits:
Michel Labelle, DR CA Consumer Finance
Design and pr
oduction:
- This publication was printed using an Imprim’V
ert printer on PEFC certified paper made fr
om wood harvested fr
om sustainably managed for
