MARKET: Financial Services

YEAR: 2021

cetelem. Plus responsables, ensemble


Cetelem promotes access to responsible and sustainable consumption

BNP Paribas Personal Finance is the consumer credit specialist of BNP Paribas Group and in Portugal is best known for the Cetelem brand. Cetelem promotes access to responsible and sustainable consumption and has won the Top Employer Portugal award for three consecutive years since 2018. It employs 700 people, serves more than 1.35 million customers and it is present in more than 3600 factories of commercial partners.


The optimization of the digital onboarding process

Cetelem Portugal needed to make the electronic signature process easy and simply usable for online credit requests and wanted to provide a more efficient user experience for its current customers and prospects. The optimization of the digital onboarding process was essential especially in the historical period impacted by the pandemic.

Cetelem also had special needs such as the management of digital contracts with multiple signatoriescryptography of sensitive documents, integration with its own authentication process and with local legislation.

Cetelem Portugal, encouraged by the successful partnership between InfoCert and Findomestic in Italy (+389% digitalization of customers in the five years of the project), asked InfoCert to implement its onboarding process in a digital key. 


InfoCert Trusted Onboarding Platform (TOP) for identification of remote customers

After discussing and analysing Cetelem’s unique needs and technical requirements, InfoCert proposed its solution for the identification of remote customers: InfoCert Trusted Onboarding Platform (TOP).

By combining Cetelem’s capabilities and InfoCert’s technology excellent achievements have been achieved. 
In addition to a wide range of qualitative benefits (UX, compliance with regulations and security) the implementation of the process has brought numerous quantitative benefits:

  • Digitalization and dematerialization have eliminated the costs associated with traditional paper contracts and have substantially reduced personnel costs and errors leading to considerable time savings (55%);
  • By rationalizing the entire online credit application process there was a reduction in the number of verification steps with the elimination of two out of five steps that were obsolete and redundant. The new process has allowed a reduction in operational costs of more than 60%;
  • The implementation of a fully online process has greatly reduced the drop-out rate of customers and has almost doubled the conversion rate of new customers.

In addition to process optimization and consequent business growth, thanks to InfoCert’s TOP solution, Cetelem Portugal has started to develop new solutions for third-party companies also in the banking sector becoming a leader in the API interface economy in Portugal.

Cetelem’s journey in this area is still at the beginning and this is the first step towards a more ambitious digital roadmap.

The next step is the development of an e-commerce channel through InfoCert digital signature technology that will simplify onboarding processes ensuring process security, a better customer experience and an even higher conversion rate.

"Cetelem Portugal at the Forefront of the API Economy"

Learn more about Cetelem success story and how the company was able to completely reengineer the onboarding processes for personal loans. Fill in the form to download the Report.

Cetelem Portugal at the Forefront of the API Economy

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