Consolidating our status as the responsible market leader

As part of responding even more closely to the expectations of its customers and ensuring the longterm future of its financial model, BNP Paribas Personal Finance has identified two routes to sustainable growth:

Customer satisfaction: our priority

Customer satisfaction is what guides the everyday operation of BNP Paribas Personal Finance. The company is committed to building solutions tailored to the needs of individual customers, and to thinking in terms of service packages rather than products. But customer satisfaction also means paying permanent attention to service quality at every stage of the relationship. BNP Paribas Personal Finance regularly measures the service it delivers to customers, and works continually to improve the smoothness, simplicity and accessibility of that service. In this growth model, relationships take precedence over transactions, and the company adapts and applies that model differently on the basis of geography.

In France
Offering a broader range and customized service

The goal of BNP Paribas Personal Finance France is to provide its customers with a comprehensive range of competitive solutions that include insurance, protection and savings products, as well as personal loans.The range introduced to the market in the fall of 2010 is based on a broader concept of service delivered through a closer and more supportive relationship.

In mature national markets
Improving service quality

In the mature national markets of the eurozone, BNP Paribas Personal Finance has set itself the goal of improving the efficiency of its business structures in order to become more flexible and more competitive. More than 300 ACE (continual improvement of operational efficiency) projects have been launched in five countries. These focus primarily on standardizing key processes, like customer relationship management, assessment and collection, and are designed to improve the quality of service offered by the company.

In the countries of Europe and the Mediterranean rim
Encouraging synergie with the BNP Paribas group to create competitive credit solutions

Already operational in Egypt, Poland and Ukraine, this new business model aims to integrate personal lending into the retail banking networks operated by BNP Paribas in Europe and around the Mediterranean rim. This strategy is based on exploiting revenue- generating synergies through initiatives like the contribution of expertise by BNP Paribas Personal Finance teams to support sales of credit products, and the pooling of resources, especially in terms of support and back-office functions. For customers, the benefit of these synergies lies in the delivery of practical benefits, such as better-targeted and more competitive credit solutions and access to a broader range of products as a result of cross-selling between BNP Paribas and BNP Paribas Personal Finance. Two additional countries, Morocco and Tunisia, also have adopted this model. In Algeria, BNP Paribas Personal Finance has strengthened its relationship with BNP Paribas El Djazaïr ahead of the introduction of improved economic and regulatory market conditions, especially in terms of consumer credit.

Developing a full player business model for credit via every channel

The future challenge for BNP Paribas Personal Finance is the ability to offer every customer segment a comprehensive range of credit solutions via every channel, from the point of sale (stores, automobile dealerships, etc.) to real estate intermediaries, e-commerce websites, banking and insurance partners and direct retailing. In order to achieve this, the company will continue to add to its network of partners and to build on one of its key strengths: its ability to sell products designed by its partners and manage products sold and distributed by other providers.

With key players in the credit market
Developing major partner ships

BNP Paribas Personal Finance has been working in association with banking and insurance industry partners for many years, and intends to continue the process of developing and strengthening these major partnerships, which play a key role in its worldwide business growth. Its primary aim in doing so is to standardize and pool solutions in order to offer customers the best-possible credit solutions. Recent flagship agreements include those with Commerzbank* in Germany and the BPCE** agreement for the creation of a shared productionbased IT platform.

* In Germany, BNP Paribas Personal Finance products and services are distributed exclusively by Commerz Finanz, the company owned jointly by BNP Paribas Personal Finance and Commerzbank.

** The BCPE Group and its Banque Populaire and Caisse d’Épargne networks.

Online
Making our expertise available to major online operators

With double-figure growth, e-commerce continues to resist the global financial crisis and is now a crucial distribution channel. Even so, online buyers have had few choices when it comes to credit solutions… until now. As an expert in distance selling, BNP Paribas Personal Finance has established itself in this market by entering into partnerships with major online retail operators. Its many strengths include the ability to respond effectively to the expectations of e-tailers and their customers with competitive credit solutions, user-friendly processes and a powerful IT platform unique in the industry. The company has already signed two partnership agreements: one with Dell and the other with PayPal, with which it has designed an online credit solution that is already available in France, Italy and Spain; and will be rapidly deployed in several other European countries. BNP Paribas Personal Finance is planning a total of five alliances with key companies in the online world between now and 2012.