FinTech Magazine - September 2021 | Page 98

HOME CREDIT VIETNAM
Company ( CFC ) company to launch their loan service via an app , which is now at 12 million downloads .
‘ I feel grateful that I ’ m empowered to bring about change ’, she adds . ‘ Not everything was easy , but we did it in a very short time ’. This is a perfect example of how Home Credit adapts to change . For example , the company is planning to launch a QR code option in the near future , so that even with a virtual card , clients can pay in-person at shops and banks , as well as at e-commerce sites .
Finally , Home Credit includes alternative processes to underwrite customers based on gaming , innovative data , and advanced scoring . These processes adjust financing solutions to the needs of customers — even those who lack credit history and collaterals .
All this adds up to an efficient system . ‘ We ’ re empowered to run business in an agile way ’, Anastasia concludes . ‘ There are conflicts sometimes , but we all manage to get things done . In the end , we share a common goal — to make the customer feel good ’.

DID YOU KNOW ...

WHO DOES HOME CREDIT VIETNAM SERVE ?
Since its establishment , Home
Credit has provided responsible financial credit and inclusive financial services for those who have difficulty accessing traditional financial services — especially those with little or no credit records . In 2020 , one in every four customers served by Home Credit globally were new to credit .
Stronger Together Since 2019 , Home Credit has cooperated with FPT , which is Vietnam ’ s largest IT company with operations in over 20 countries throughout APAC , Europe , and the US . In the middle of the pandemic , their project teams implemented AI call centres , including voice bots , live chats , and chatbots . This automated solution helped Home Credit save costs , improve efficiency , and increase customer satisfaction . What ’ s more , it provided customers with valuable information regarding payments , insurance , and other financial opportunities .
As a result of FTP and Home Credit ’ s collaboration , the solution processed more than 2,000,000 calls per month , sliced 50 % of operating spend , and achieved 4.5 out of 5 points for customer satisfaction . ‘ It ’ s what I call the synergy effect ’, Anastasia explains . ‘ One plus one equals not two , but three . By connecting Home Credit ' s scale and innovative risk approach with FPT ’ s operations and technology , we created one of the best customer experiences on the market ’.
She notes that although FPT is a large company , it always finds a tailored solution to customer needs . Home Credit has the
98 September 2021