Our strategy in action

In recent years, we have broadened our product range in response to changing consumer preferences and the evolving regulatory landscape. In Poland, we now serve our customers with face-to-face and digitally-delivered instalment loans, a range of value-added products and now an exciting new credit card.  The new offering is proving very popular and not only can customers borrow cash through one of our customer representatives as an initial transaction, more and more they are using their credit card to hop online and in store, and withdraw cash at an ATM.  

We’re investing in technology to transform our lead management processes and convert customer demand into responsible lending. Our Mexico home credit team introduced WhatsApp instant messaging to seamlessly transition potential customers enquiring about a loan via Facebook to an interactive chat-bot which continues the application process, before passing the lead to our field team. The impact has been outstanding with 2m+ WhatsApp conversations in the first year of this initiative and more than a 165% increase in leads via facebook. Application times are also down to five minutes and we have reduced our reliance on paper. The process of introducing innovative call centre technologies in Europe has also improved our speed of service with 72% of customers now contacted within 15 minutes of submitting an enquiry.