leader in digital transformation - capgemini fs 157.855 26.424 bmw fs 122.029 23.739 daimler fs...
TRANSCRIPT
Leader in Digital Transformation
July, 2017
Captive Finance Digital Maturity Assessment
Public – Company Confidential – Customer Confidential – Sensitive
© Capgemini Consulting 2017. All rights reserved. 2
Background
Capgemini Consulting has analyzed the top 10 auto banks across top 10 auto marketsStudy scope
© Capgemini Consulting 2017. All rights reserved. 3
Captive BrandsTotal Assets 2015
(in millions of EUR)Revenue 2015
(in millions of EUR)
Volkswagen FS 157.855 26.424
BMW FS 122.029 23.739
Daimler FS 123.863 18.962
Toyota FS 170.857 12.682
Honda FS 72.239 12.154
Ford Finance 126.186 8.216
GM Financial 158.581 4.861
RCI Banque 37.073 1.878
Banque PSA 24.394 1.065
Hyundai MotorFinance
37.851 243
MarketNew registered
Cars in 2016Top 3 Brands
(Market share 2016)
China 23.690.000 VW; SAIC; GM
USA 17.470.000 GM; Toyota; Ford
Japan 4.150.000 Toyota; Honda; Suzuki
Germany 3.350.000 VW; BMW; MB
India 2.970.000 Toyota; VW; Suzuki
UK 2.690.000 Ford; Vauxhall (GM); VW
France 2.015.000 PSA; Renault; VW
Brazil 1.990.000 FCA; GM; VW
Russia 1.430.000 Lada; Kia; Hyundai
Canada 1.400.000 Ford; Toyota; Honda
The assessment is based on four differently weighted main categories…
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Assessment categories
20%
0 Pts. 4 Pts.
Structure
Scalability
Overall Style
Resolution of Icons & Pictures
Modern Icons
Complex Fair Very Well
Not Scalable
Partially Scalable
Fully Scalable
Personal Opinion
Low Resolution
Medium Resolution
High Resolution
No Icons Old IconsModern
Icons
Online Appearance
30%
0 Pts. 4 Pts.
Email Available
Hotline Available
Live Chat Available
Structure of FAQs
Not Possible
Answer>1 Day
Answer<2 h
Not Available
- Available
Not Available
- Available
No FAQsDrop-down
ListVisually
Appealing
Customer Service
… with individual subcategories and corresponding weights
© Capgemini Consulting 2017. All rights reserved. 5
40%
End-to-End Process
Online Data Change
Detailed App.
Fully Digitalized
0 Pts. 4 Pts.
Digital Process
No Process
None Few Fully
Assessment categories
Implemented Social Media links
Facebook Post Frequency
Twitter Follower
No Account
OEM Acc.>6500k
Own Acc.>80k.
No Account
OEM Acc.>2x/week
Own Acc.>2x/week
OEM Acc.>170k.
Own Acc.>2k.
OEM Tweets > 14k.
Own Tweets > 4,7k.
Integration into OEM Website
Facebook Likes
Tweets Absolute
0 Pts. 4 Pts.
Digital Channels
Not Mentioned
IntegratedStand Alone
Not Integrated
OEM Tweets < 14k.
0 Links1-3
Links4+
Links
10%
© Capgemini Consulting 2017. All rights reserved. 6
Comparison
Global comparison shows potential for improvement in all customer experience categories for all auto banksOverview of global average range of OEM captive scores
© Capgemini Consulting 2017. All rights reserved. 7
Significant potential for all brands regarding Digital Customer Experience>>
Focus on single captive allows identification of specific opportunities>>
Detailed analysisavailable
Global Average Range and Best in Category
Online Appearance
Customer Service
Digital Process
Digital Channels
100%0% 80%60%40%20%
The assessed markets have varied over all levels of maturity reaching from low to moderateOverview of average market scores
© Capgemini Consulting 2017. All rights reserved. 8
48 %Canada
#3
57 %USA
#1
29%Brazil
#7
52 %UK
36 %Germany
#2
26 %France
#8 31%China
#6
33 %India
#5
25 %Russia
22 %Japan
#9
#10
#4
USA, UK & Canada show an overall moderate maturity,
whereas other markets clearly lack behind>>
Detailed analysisavailable
Harmonization of digital Initiatives and global alignment
are quick wins for majority of captives>>
Please contact us for further information. We are happy to discuss all results in detail!
Dr. Michael ZellnerVice President
Head of Captive Finance & Insurance
[email protected]+49 151 4025 0869
Leutschenbachstrasse 958050 Zürich Switzerland
Maximilian MendeManager
Digital Service Innovation / Captive Finance
[email protected]+49 151 4025 2981
Gustav-Heinemann Ufer 72a 50968 Köln Germany
Carolin RüdigerConsultant
Digital Service Innovation / Captive Finance
[email protected]+49 151 4025 2724
Potsdamer Platz 510785 Berlin
Germany