Crédit Mutuel Group - 2018 Activity Report FOCUS ON EXPERTISE RETAIL BANKING, OUR CORE BUSINESS Retail Banking, the group’s main business line, 30 million MAKING LIFE EASIER FOR comprises the network offerings of Crédit Mutuel’s OUR CUSTOMERS THE “CREDIT PASSPORT” 18 regional federations and CIC’s 5 regional banks. WITH INTEGRATED SERVICES PROCEDURE IS NOW RETAIL CUSTOMERS OFFERING HIGH ADDED VALUE 100% DIGITAL It also includes all the specialized businesses whose Providing the best service when it isn’t necessarily expected is products are marketed by the network, in particular another of Crédit Mutuel’s strengths: a bank that is always Customers can now activate loan simulations online, leasing, factoring, fund management and real estate. PRIVATE INDIVIDUALS listening, always in motion and attentive to the needs of itsincrease their credit limit and manage it independently customers in all their diversity, while being unafraid to moveusing their smartphone or PC. They will now fi n ad across the boundaries of its business lines. new “request in progress” space in their online banking In € millions interface. In this space they can view their consumer credit simulations and credit taken out and monitor NET BANKING A GROUP COMMITTED the progress of any property and casualty insurance INCOME: 13,080 TO PURCHASING POWER claims. At the end of 2018, Crédit Mutuel confi rmed the CRÉDIT MUTUEL AUTO: GROSS OPERATING following measures: DRIVINGWITH PEACE OF MIND! TABLETS: A VECTOR FOR INCOME: 4,118 - regular account charges for retail customers will not The car budget remains a major cost item in France. With thisCOMMUNICATION BETWEEN be increased in 2019; exclusive service, Crédit Mutuel takes care of everything, NET PROFIT - rejected payment charges for fi nancially vulnerable from purchasing and fi nancing to insurance and maintenance CUSTOMERS AND ADVISORS customers will be capped at €25 per month. . A comprehensive service to make life simpler. For several years, the group has offered a ATTRIBUTABLE TO comprehensive range of products and services to THE GROUP: 2,042 All customers experiencing difficulties due to the TELEPHONE SERVICES: enable its most vulnerable customers to make events following the demonstrations at the end of TRUSTED BY 1.9 MILLION CUSTOMERS payments and withdraw cash in all circumstances. December 2018, in particular SMEs, retailers and With 1.9 million customers,the group is the5thlargest provider inSpecifi c support relations have also been established craftspeople, will receive personalized support. France and 1 among alternative providers. It sells its products viastfor members in diffi culty via a number of initiatives multiple distribution channels under a range of different brands.launched by the regional federations, such as Crédit Mutuel thus affirms its commitment to Euro Information Telecom, the telecoms provider of the Crédit“solidarity banks”, Créavenir and Ark’ensol. supporting and serving its customers and members Mutuel Alliance Fédérale group, is a full MVNO. It has its own and maintaining their purchasing power. telecoms architecture, which is linked in to the 4G networks of Bouygues Telecom, Orange and SFR. OPTICAL CHARACTER RECOGNITION: FASTER POLICYHOLDER REIMBURSEMENTS! Expertise in OCR allows the group to automate the THE PREFERRED capture and processing of various documents that departments receive in large quantities. Using this BANKING technology to optically process healthcare bills, for instance, reduces claims handling and payout times BRAND for our policyholders. Thanks to this technology, the group has also revamped the customer experience. IN FRANCE For example, member policyholders are offered a Posternak/Ifop phone-based “three pics in three clicks quote”, allowing survey them to receive a vehicle insurance quote on their 4thquarter 2018 smartphone. 64 65