Challenge
1 —
Strong increase in the 'online part' in clients car purchasing/financing subscription behaviors, with a variety of potential – fragmented – journeys (100% online, from online car discovery to offline final transaction, from offline car discovery and trial to online documents transmission and final validation)
2 —
Higher clients' expectations in terms of seamlessness, driven by new entrants and pure players
3 —
Strengthening KYC regulatory constraints with major impacts on client satisfaction if the process is too slow, on cost if the treatments are too manual, on fraud if the KYC/AML process is not reliable
4 —
Open Banking development (with PSD2), providing the possibility to simplify clients' document retrieval and management, yet challenging in terms of consumers' adoption
5 —
Structural differences between each country concerning data sources é regulatory constraints
The Key Question
1 —
A need to frame the optimal onboarding process, with the right set of API centrally developed and made available to the different markets
Approach
1 —
Validation of the target client online onboarding process
2 —
Diagnosis and gap analysis of the current journeys process & performance vs. target vision
3 —
Tech solution providers selection (RFI + RFP)
4 —
Framing of the technical integration in the context of the Group overall IT & API strategy
5 —
Implementation preparation & roadmap
Results
1 —
Design of a reference, seamless onboarding process
2 —
Identification of 3 optimization levers to optimize the onboarding journeys
3 —
Target KPIs identified to monitor, evaluate and compare between countries process performance + Approach definition for a progressive convergence between countries on monitored KPIs
4 —
Framing of the API components vision & Architecture, where 3 scenarios have been evaluated
5 —
Functional description of the API bricks to further conduct a European RFI & RFP (+40 providers evaluated)
6 —
Individual roadmap for each strategic European countries
7 —
1st level faming of the Group Open Banking strategy
