COMMITTED TO OUR PARTNERS AND THEIR CUSTOMERS

Transcription

1 COMMITTED TO OUR PARTNERS AND THEIR CUSTOMERS ELECTRICALS FURNITURE 2014 LANDMARKS BANK C A R S NEW NEW Tools DIY 1 _

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3 OTHER SPECIALISED SUBSIDIARIES: Crédit Agricole Capital Investissement & Finance (Idia, Sodica), Uni-éditions RETAIL BANKING IN FRANCE PAYMENT SYSTEMS SAVINGS MANAGEMENT AND INSURANCE LCL CRÉDIT AGRICOLE CARDS & PAYMENTS FIA-NET CRÉDIT AGRICOLE ASSURANCES 39 REGIONAL BANKS OF CRÉDIT AGRICOLE INDIVIDUALS LOCAL AUTHORITIES FARMERS INSTITUTIONALS SMALL BUSINESSES CORPORATES AMUNDI CACEIS CA PRIVATE BANKING CRÉDIT AGRICOLE CIB GRUPPO CARIPARMA CRÉDIT AGRICOLE CA BANK POLSKA CA EGYPT CRÉDIT DU MAROC CA UKRAINE CA SRBIJA CRÉDIT AGRICOLE IMMOBILIER CRÉDIT AGRICOLE CONSUMER FINANCE CRÉDIT AGRICOLE LEASING & FACTORING CORPORATE AND INVESTMENT BANKING INTERNATIONAL RETAIL BANKING REAL ESTATE BUSINESSES SPECIALISED FINANCIAL SERVICES

4 A presence in 21 countries Crédit Agricole Consumer Finance France LOCATION: France OUTSTANDINGS: 24,898 million HEADCOUNT: 3,268 Agos Ducato LOCATION: Italy 61% CA Consumer Finance, 39% Banco Popolare OUTSTANDINGS: 15,872 million HEADCOUNT: 2,000 Crédit Agricole Consumer Finance Nederland LOCATION: The Netherlands 100% CA Consumer Finance OUTSTANDINGS: 2,946 million HEADCOUNT: 329 Wafasalaf LOCATION: Morocco 49% CA Consumer Finance, 51% Attijariwafa Bank OUTSTANDINGS: 2,393 million HEADCOUNT: 616 CreditPlus Bank LOCATION: Germany 100% CA Consumer Finance OUTSTANDINGS: 2,338 million HEADCOUNT: 484 Credibom LOCATION: Portugal 100% CA Consumer Finance OUTSTANDINGS: 1,084 million HEADCOUNT: 333 Credicom Consumer Finance LOCATION: Greece 100% CA Consumer Finance OUTSTANDINGS: 193 million HEADCOUNT: 90 Credium LOCATION: Czech Republic and Slovakia 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 50% CA Consumer Finance, 50% Fiat Chrysler Automobiles OUTSTANDINGS: 15,304 million HEADCOUNT: 1,864 GAC Sofinco LOCATION: China 50% CA Consumer Finance, 50% GAC OUTSTANDINGS: 2,671 million HEADCOUNT: 376 Forso Nordic LOCATION: Denmark, Finland, Norway, Sweden 50% CA Consumer Finance, 50% Ford Group OUTSTANDINGS: 982 million HEADCOUNT: 117

5 A key provider of consumer credit 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. Figures at end billion in outstandings 9,540 employees 2,104 million in net banking income 1 _

6 Committed to our partners for joint success in addressing the business challenges of the digital world TWO-WAY INTERVIEW WITH CHAIRMAN BRUNO DE LAAGE AND CHIEF EXECUTIVE OFFICER PHILIPPE DUMONT. 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 2 _

7 CA CONSUMER FINANCE APPLIES ITS PROCESS EXPERTISE AND KNOWLEDGE TO HELP ITS PARTNERS GROW THEIR BUSINESSES. IT RESPONDS TO THE NEW EXPECTATIONS OF THEIR CUSTOMERS THROUGH INNOVATION AND DIGITAL TECHNOLOGY. 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 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 200 million in net income group share: up 46% versus % increase in new business, compared with % self-financing rate in 2014 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 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 _

8 Governance BOARD OF DIRECTORS (1 ST APRIL 2015) 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 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 HEADS OF ENTITIES (1 ST 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) 4 _

9 Bernard Manuelli, Head of International Automotive Partnerships GROUP EXECUTIVE COMMITTEE (1 ST APRIL 2015) Dominique Pasquier, CEO of Agos Ducato (Italy) Philippe Dumont, Group CEO Stéphane Priami, CEO of Crédit Agricole Consumer Finance France Pierre Adam, Head of Subsidiaries and Investment Jan W. Wagner, CEO of CreditPlus Bank (Germany) Véronique Goutelle, Head of Group Human Resources Christophe Grave, Deputy CEO, General Secretary and Group Credit Jérôme Hombourger, Deputy CEO, Group Development and Strategy 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 Joao Miguel Leandro, Head of Business Units and Corporate Center Guillaume Lesage, Deputy CEO, Group Support and Finance 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 5 _

10 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. 2,754 2, % 12.9% 1, % 1, % Germany France Italy Portugal Average outstanding consumer credit per inhabitant (in euros) Germany France Italy Portugal Outstanding consumer credit as a proportion of annual household expenditure Consumer credit by type of goods 78% 13% 9% Germany 63% 29% 8% France 67% 20% 13% Italy 70% 30% Portugal Cars Household equipment and home renovations Other Source: Estimates by the French consulting firm Asterès (31/12/2014) 6 _

11 An extensive range of products and services 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. 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.). 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. 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. 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. * The European Passport system enables financial institutions to operate in other European Union member countries (authorisation required from the country of origin). The market strengths of Crédit Agricole Consumer Finance 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 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. 7 _

12 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. 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 24% of loan applications received by Agos Ducato are made via smartphones and tablets support at every stage of the customer experience all helped CA Consumer Finance significantly improve its NPS between 2013 and 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. * 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 commercial brand of CA Consumer Finance France) via its website 8 _

13 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. 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 More than 28,000 digital finance agreements in 2014 for a partner brand s hi-tech products in France 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. 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 Consumer Finance products and services 99_

14 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. 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 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 highlight 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 Our customers look to our branches for solutions that will help them budget effectively. 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. 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 10 _

15 An effective response to the multiple needs of car manufacturers and dealerships 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. 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 secondhand. 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 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. 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 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. 11 _

16 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. 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, 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 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 Tablets for lease: a real innovation! 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 12 _

17 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 2014 highlights 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 Sofinco at our side to grow sales. 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 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 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. 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 13 _

18 Agos Ducato Via Bernina Milan Italy Credibom Lagoas Park Edifício 14 - Piso Porto Salvo Portugal Credicom Consumer Finance 187, Syngrou Avenue Nea Smyrni Athens Greece Crédit Agricole Consumer Finance France Rue du Bois Sauvage Évry Cedex France Crédit Agricole Consumer Finance Nederland Entrada ET Amsterdam Netherlands CreditPlus Bank Augustenstrasse Stuttgart Germany Credium Office Park Bucharova 2657/ Prague 13 Czech Republic FCA Bank Corso Giovanni Agnelli Turin Italy Forso Nordic Torpavallsgatan_9 Gothenburg 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 Casablanca Morocco CA Consumer Finance: French public limited company (SA) with share capital of 433,183,023 - Rue du Bois Sauvage Évry Cedex RCS Évry - Illustrations: Le Duo - Photo credits: Michel Labelle, DR CA Consumer Finance - Design and production: - This publication was printed using an Imprim Vert printer on PEFC certified paper made from wood harvested from sustainably managed forests. Rue du Bois Sauvage, Évry Cedex