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Expediting credit issuance by supporting the entire customer journey
“Our Big Data platform accelerates all operations, from the initial application stage to credit issuance, across all channels.
CA S E S T U DY
INDUSTRY
• Finance/Consumer Credit and Insurance Distribution
INFORMATION• Headoffice:France
• 5,001-10,000 employees
USE CASE• Customer experience
CHALLENGE• Integrating 100 times more data very quickly
TALEND PRODUCT USED • Talend Big Data
PARTNERS• Accenture
• MapR
RESULTS
• More than 10 TB of data collected each day
• Processing in less than one hour, versus several days on past platforms
• Seven to eight business projects delivered per quarter from the Big Data platform
”Vincent Biancardini, IT Support Marketing. Project Review Supervisor, Crédit Agricole Consumer Finance.
Crédit Agricole Consumer Finance, a wholly owned subsidiary of the Crédit Agricole Group, is a key player on the European consumer credit market. Located in 21 countries, the company offers its customers and partners flexibleandcustomizedfinancingsolutionsdesigned to meet consumers’ expectations and support the success of their projects (in France, key operations are conducted throughitsbrandSofinco).CréditAgricoleConsumer Finance provides guidance to major retail and institutional brands.
Integrating 100 times more data very quicklyThe complex process of issuing credit requires the collection of a great deal of data about customers and their goals, while carrying out the necessary checks and complying with ever-changing regulations.
Manyprocesseswerestillnotcomputerized.Retrievingrecordsfromremotefilingsitescould take up to several weeks. In addition, the old information system did not allow users to store the huge volumes of internal and external data needed to process a credit application. “Today, issuing credit requires the integration of 100 times more data than before and in a very short time,” Vincent Biancardini, IT Support Marketing Project Review Supervisor, Crédit Agricole Consumer Finance, explains.
Crédit Agricole Consumer Finance launched a widespread digital transformation dedicated to improving the customer experience across all digital channels. This project also aimed to make data available to employees, partners and customers.
“Our goal is to transform an old information system based on mainframe technology into a Big Data-driven information system focused on business management,” states Pierrick Condette, Head of IT Marketing and Big Data Analytics at Crédit Agricole Consumer Finance. “We have been working with Talend and Accenture for several years now, they helped us develop our Big Data platform,” he continues.
Why Talend?CréditAgricoleConsumerFinanceemphasizesthe computing power offered by the Talend Big Data solution, as well as the resulting savings:“Weprocessahugevolumeofdata.With Talend, we can handle over 10 TB of dataeachday.Thefirstbitsofinformationreprocessed on the Big Data platform delivered results in less than an hour, compared to several days on past platforms,” Pierrick Condette explains. “Our storage needs have decreasedfive-fold.”
Talend Big Data handles the complexity created by these massive amounts of data, whichallowsthemtorampupprojects:“Ourgoal is to deliver seven to eight projects per quarter! Without Talend, the automation of processing with a logical data reuse and modularity that eliminates silos is impossible,” Pierrick Condette adds.
Website monitoring, the 360 degree customer view, and financing through social networksAll personal data is collected with the customer’s consent. Crédit Agricole Consumer Finance did some initial legwork with the compliance teams, the CNIL and the digital
safety staff, which helped anticipate the requirements of the General Data Protection Regulation(GDPR).
Adozenusesweredevelopedinlessthana year, including monitoring website performance and enabling very detailed analysis of Internet users’ clickstream patterns from A to Z, throughout the entire Web ecosystem. With the “360 degree customer view,” the vast wealth of the group’s customer data is shared with employees, agencies and call centers. This saves two minutes when making phone calls and greatly enhances customer satisfaction. Finally, the company also offers customers the option of using their social network data (Facebook and LinkedIn)withtheirconsent,toexpediteonline credit simulation and issuance.
“WeoptimizedtheanalysisofourInternetusers’ clickstream patterns by readily identifying any potential glitches that might annoy the customer enough to abandon the process,” Vincent Biancardini explains.
Ultimately, the customer can conduct a credit simulation on the website using their smartphone, close their session, resume it in theeveningfromtheirtablet,andfinalizeitthe next day by contacting the call center.
“This multichannel, multi-device, interruptible model helps us set up and finalizecreditfinancingfaster. This is perfectly in line with our business strategy of helping our customersfinancetheirdreams.”
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