Crédit Agricole Enhances Customer Experience with Scoring.AI
Context
Crédit Agricole is the world’s largest cooperative and mutual banking network. In France, it is made up of 39 regional banks and became an international universal banking group in 1990.
Key figures:
- 145,000 employees worldwide
- €22.7 billion in revenue in 2021
- €23.7 billion in revenue in 2022
The Marketing R&D division of the Breton regional banks (CA Finistère, CA Morbihan, CA Côtes-d’Armor, CA Ille-et-Vilaine) supports around ten Crédit Agricole regional banks in developing customer insight and optimizing customer relationships.
Challenges
In this context, Crédit Agricole in Brittany has developed numerous targeting support tools and solutions designed for advisors, enabling them to:
Visualize and prioritize actions to be implemented
Provide targeted recommendations
Advise each customer in the short and medium term
The Marketing R&D division selected SCORING.AI as its scoring and targeting solution for partner regional banks to enhance customer knowledge and relationship management.
Within just a few months, this decision enabled them to:
- Develop more than fifty scores per customer and product segment for each regional bank, enabling highly relevant targeting and even micro-targeting
- Qualify each customer in terms of propensity, needs, and risk
- Achieve significant conversion rates, driving strong adoption among advisors
Methods
- Implementation of SCORING.AI
- Support from Talan in automating the creation of analytical tables and the calculation of behavioral indicators, reflecting customer dynamics across varying historical depths
- Support from Talan in building the initial scoring models
- Industrialization of SCORING.AI scores within SAS, leveraging an automatic translation module into SAS language
Benefits
- Over 60 scores deployed within a few months
- Conversion rates up to 55 times higher than natural subscription rates
- Strong adoption by banking advisors of AI integration into customer recommendation processes
"With Scoring.AI, we move faster and score better. It has allowed us to free up valuable business time and focus on data preparation and personalization."
Eric Le Dantec, Head of Marketing R&D Cooperation, Crédit Agricole de Bretagne