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Crédit Agricole Consumer Finance

A 100% digital & 100% human credit experience for our customers and partners

As a major historic player in the consumer credit market, Crédit Agricole Consumer Finance offers its customers and partners financing solutions that are flexible, responsible and tailored to their needs.

With a presence in 17 countries in Europe, as well as in China and Morocco, we use our know-how and expertise to ensure that the customer loyalty policies of our banking partners, distributors, car manufacturers and institutional organisations become a commercial success

Customer satisfaction is at the heart of our strategy. We provide them with the means of making informed choices about their projects and we are either number 1 or 2 in customer recommendations in most countries where we operate. We take care to make sure that the most vulnerable have balanced budgets, and we support them through financial education and prevention of excess debt.

We innovate and invest in digital technologies to provide our customers and partners with the best solutions. We are developing a new lending experience with them in line with our strategic plan CA CF 2020 and our "100% digital + 100% human = 100 CA CF" ambition.

 

CA Consumer Finance's 2017 results confirm that the business model is performing well and that the strategic plan, CA CF 2020, is the right one.

 

9.3 million

customers

€82.6 billion

of assets under management

9,560

employees

€2.187 billion

in net banking income

 

What makes us different

Relational excellence, expertise, innovation and financial strength are all key requirements, enabling us to reply to our customer expectations and the business issues of our partners. By offering a 100% digital and 100% human lending experience, we are working to ensure that customers are satisfied at every stage of their relationship with us.

 

We innovate today to offer the solutions of tomorrow

Optimising the online sales process, developing new mobile applications, implementing electronic signatures : we help digitise the experiences our partners offer their customers. Our goal: to offer peace of mind, speed and simplicity to our partners, their customers and ours. To this end, we invest 240 million euros in our information systems and digital technologies during the time of the strategic plan CA CF 2020. In parallel, our partners can count on our dedicated teams to train and support their sales forces.

 

A detailed understanding of our partners' challenges

As a long-time partner of the Crédit Agricole Group's local banks, car manufacturers and distributors, specialist retailers and institutional players, our knowledge of their markets allows us to offer them tailor-made solutions that take account of their specific local regulatory and business concerns.

 

  • Banking networks

We put our expertise to good use with Crédit Agricole Group’s retail banks (Regional Banks, LCL, BforBank in France, Crédit Agricole Cariparma in Italy and Crédit du Maroc). We developed a large and multichannel range of finance and insurance solutions around innovative services in order to achieve our ambition: to become a 100% digital, 100% human company by fostering close ties with our partners and customers.

In France, our Conso 2.0 and Conso + distribution approach, launched for the Regional Banks and LCL since 2015, help to drive forward consumer finance among the Group’s retail banks. In Morocco, our Wafasalaf subsidiary deployed a new sales tool that includes functionalities such as 360° vision, CRM or real-time transactions. In Italy, Agos has developed “Agos4Now per Crédit Agricole”, a mobile loan-application specifically for customers of Crédit Agricole Italia, who can now apply for consumer finance via their smartphone, from simulation to completing the application. Those synergies create value and acknowledge our expertise.

 

  • Automotive market

Car financing is a major business for CA Consumer Finance: with managed outstandings of €37.5 billion, accounting for 45% of our total. Our aim is to bolster our position among the top three players in car financing. In order to reach our ambition, our development is based on a two-tier model: independent development with dealers and partnerships with carmakers, taking the form of commercial agreements or joint ventures.

In a fast-changing market, we need to develop an in-depth understanding of the challenges facing our clients and partners. Sales teams using tablets, electronic signatures, paperless managed outstandings processes… Through these digital innovations, our partners benefit from rapid and reliable solutions, making the customer experience increasingly smooth.

Regarding consumer habits, leasing now accounts for 73% of financing for new cars in France. As a result, we are strengthening our lease with option to purchase and long-term solutions in the countries where we operate.

 

  • Specialist retailing

Whether online or at point of sale, consumer finance is a powerful incentive in the purchasing decision. To meet our customer’s expectations, we have launched 100%-digital apps for applying for loans and managing contracts, such as the electronic signature, in France, Italy, Germany and The Netherlands. We have also introduced new ways of interacting with our customers, enabling us to measure their satisfaction in real time. Leasing solutions have been developed with some of our specialist retailing partners.

 

A close attention paid to customer needs

Increasing the satisfaction of our customers means innovating and stepping up our digital transformation in order to enhance their experience: digital loan application processes, database access solutions and customer behaviour analysis, as well as developing new products (extended warranties, insurance, servicing, etc.). It also means making major commitments regarding standards for quality of service, as well as recognising the trust that customers place in us by offering them benefits negotiated with partners or devising solutions with customers, involving them in design and development.

Working with start-ups is an essential part of our digital transformation and innovation policy, and is made up several aspects: generating ideas and innovation projects via internal competition. In 2017, we organized Start&Pulse, an European open-innovation competition, with the aim of devising novel solutions that meet consumer expectations.  

 

CA Consumer Finance and Google: mobile first

CA Consumer Finance is speeding up its digital transformation with Google. In Italy, Agos and Google compare online browsing trends and their correlation with in-store purchases. In France, Sofinco uses optical character recognition (OCR) to improve the credit acceptance process. In Germany, Creditplus Bank is testing Google's "DoubleClick" service which offers behavioural targeting on the internet.

 

Sustainable refinancing

Our self-funding, 79% at the end of 2017, is a guarantee of sustainability for our partners and customers. In 2017, we ranked number one in the European Euro-denominated securitisation market, with 6 deals of a total value of €2.772 billion. CA Consumer Finance offers savings products in Germany, Austria and Spain under the European passport system. By the end of 2017, we had collected over  €17 billion. FCA Bank has also launched this business activity successfully in Italy.