Our far-reaching and highly efficient distribution network presents our competitive advantage. We leverage our widespread network by developing an excellent customer relationship management programme, providing pertinent cross-selling opportunities and offering a carefully-balanced product mix. These prospects are further enhanced by our state-of-the-art IT system, enabling credit decisions to be processed in the shortest possible time.
Extensive multi-channel network effectively originating new clients
Our subsidiaries use a variety of direct and indirect distribution channels to optimise accessibility to end customers. We have a broad network of retail partners in each country – a total of 270,537 distribution points (as at 31 December 2016). This extensive network is made up of a wide variety of elements including:
We work with a wide variety of partners to offer in-store services to provide point-of-sales loans. Our partners are both independent and nationwide retailers, and include hypermarkets, electrical retailers, motorbike and car dealerships, and furniture shops. Our long-term relationships with all types of retailers are an essential part of our competitive advantage. Our in-store presence is provided by full-time Home Credit employees or contractors employed by the retailer, who can use our state-of-the-art IT systems to process loan requests in minutes. Some of our retail partners across our geographies include:
- Russia: Eldorado, Tekhnosila, Svaznoy, Shatura, Evroset
China: Gome, Sunning, Tesco, D.Phone, Leyu, Zhongyu
- Czech Republic/Slovakia: Tesco (exclusive partnership, providing consumer finance services under the Tesco Financial Services brand), Euronics, Samsung, Mironet, Mountfield
- Indonesia: Oke shops, Global Teleshop, Electronic Solution
- Philippines: Memoxpress, Abenson, Automatic Centre
- Belarus: Elektrosila, Svaznoy, Na Svyazi
- Kazakhstan: Tekhnodom, Sulpak, Mechta
- Vietnam: Yamaha, Nokia, Samsung, The gioi di dong, Vien Thong A, FPT, Viettel, Nguyen Kim, Cho Lon
These are smaller sales points, predominantly in shopping centres. They enable the servicing of existing POS clients, as well as providing cross-selling and up-selling opportunities. They often provide selected cash loan products to new customers.
We have one of the largest networks of bank branches in Russia, and are one of the few players to offer nationwide coverage, including in the most remote regions. Our branches vary in size depending on what is suited to each location, and provide the same level of service and product offering as traditional banking branches, in a more cost-effective way. They offer the full portfolio of our loan products and selected retail banking products. We are currently strengthening our cost-effective nationwide branch network in Kazakhstan and Belarus.
Internet and phone applications
Across our global network, the internet is becoming an important customer service channel. We are committed to continually innovating to enrich the customer’s online experience. We work with retailers to provide financing for durables sold via their websites and with major online cash loan application aggregators. We also offer cash loans over the phone and we have launched a pilot for online non-cash lending.
Post office branches
In Russia, Kazakhstan, the Czech Republic and Vietnam we also operate in post office branches. This facility is convenient for our customers, providing increased accessibility to our services across these countries – and proving a significant competitive advantage.
We work with additional partners such as brokers, insurance companies and employers through payroll services.
Responsible and effective cross-selling
Our initial contact with customers very often develops into a fruitful long-term relationship because we can cross-sell as clients develop their financial literacy and as their needs evolve. We are supported by large-scale customer relationship management (CRM) technology which covers 70 million customers (as at 31 December 2016).
Diversified product mix
To serve our customers’ growing financial needs we continually develop new products to follow their financial lifecycle. After assessing the credit capacity of new customers, we can go on to offer POS loans at shops and cash loans and credit cards via branches, phone, post offices and online channels; and we are increasingly operating deposit accounts at branches.
IT System supporting origination
Our extensive network is powered by state-of-the-art IT systems which allow credit requests to be processed far more swiftly than is possible with traditional lenders. IT is at the core of Home Credit’s business; our centralised IT system is uniquely tailored to serve the markets in which we operate.