Sofinco awarded at the Customer Relations Palms for its digital subscription process that adapts to the client’s profile
Sofinco, a Crédit Agricole Personal Finance & Mobility brand in France, is proud to announce its 2nd place at the 2025 Customer Relationship Awards, a reference competition that distinguishes the most innovative customer experience initiatives. This award recognizes the success of its new digital subscription journey, which is based on an inclusive and user-centric approach.
A CREDIT EXPERIENCE INSPIRED BY THE BEST DIGITAL STANDARDS
In a context where consumer credit plays a key role in household life and the economy (nearly one in two households uses it), Sofinco has chosen to rethink the subscription experience in depth and to offer a simple, fast, personalized and secure path, inspired by everyday digital uses. Thus, the journey is not imposed on the customer: he adapts to him.
Thanks to a user-centric approach, the customer can apply for credit through an ultra-simplified process, with a reduced number of steps to the bare minimum, at any time, on all channels (mobile web, phone, store), with total autonomy and enhanced security. In fact, the final response time has gone from almost 5 days to an average of 5 minutes.
This digital journey also illustrates a broader transformation of Sofinco’s distribution model. Historically focused on telephone sales, Sofinco has been able to make the digital shift to meet new customer uses and expectations. This evolution did not come at the expense of the human relationship, but as a complement: it allows us to offer a more autonomous, more fluid experience, while maintaining personalized support when necessary.
THE STRENGTHS OF THIS JOURNEY: AN EXPERIENCE THOUGHT FOR EVERYONE
This new credit pathway is based on an inclusive and user-centric approach :
• Ultra-simplified route : only the essential stages are retained,• Intelligent personalization : the route adapts to the profile, the channel, the level of risk,,• Enhanced confidentiality : especially in stores, where data can be entered by the customer without disclosing it to an advisor,• Maximum security : automated identity verification and real-time solvency analysis,• Inclusive approach : eco-designed pathway, accessible to people with disabilities or financial fragility,• Technology for consulting : open baking and open data allow data to be analyzed in their entirety to offer adapted credit or protect vulnerable customers from a risk of over-indebtedness,• Local support : for customers who need it, an advisor can be reached by chat, phone or in store.
A CO-BUILT INNOVATIONThis credit journey is not just about digitizing a banking process: it is reinventing it. It is designed as a smooth, intuitive and reassuring user experience. Each technological building block serves a single objective: to save the customer time, without ever sacrificing safety or quality of support.
This program, which is gradually being rolled out to all Sofinco partners, is based on an approach co-built with customers via the “Smart Community” system, enriched by feedback from Sofinco’s business partners and teams.
ABOUT CUSTOMER RELATIONSHIP FINSHeld every year, the Customer Relationship Palms reward companies that put the customer experience at the heart of their strategy. They value innovative, inclusive and high-performance projects, with a modern vision of customer relations.
This award is a strong recognition of our commitment to transforming the customer experience in the personal finance industry. With this tailor-made course that automatically adapts to customer needs, we wanted to exceed banking standards to offer a fluid, inclusive and secure solution that meets the expectations of today’s users. It is a source of pride for all our teams, and an encouragement to continue our innovation drive.
Press Contact
presse@ca-cf.fr
About SofincoSofinco is the trademark of Crédit Agricole Personal Finance & Mobility. For more than 70 years, it has been distributing a wide range of payment solutions to its 4 million customers and associated services across all distribution channels: direct sales, point-of-sale financing (home equipment) and partnerships. Sofinco offers flexible, responsible solutions tailored to the needs of its customers and partners (major retail, specialized and institutional retailers) to give them a head start on a daily basis.