Automobile finance company NR Finance Mexico (NRFM) is the captive of original equipment manufacturers Nissan, Renault, Infiniti and Mitsubishi Motors in Mexico. With over 16 years in the market, it manages over $ 5 billion in assets through Credi Nissan, Renault Servicios Financieros, Mitsubishi Motors Financial Mexico and Infiniti Financial Services, with around 1,000 employees and over 510,000 active contracts. .
âThroughout NRFM’s history, we have managed and funded over two million clients,â explains Managing Director Andre Medeiros. âWe are number one in Mexico with more than 20% of the market. In the past year alone, the company has achieved a 50% turnout and a% year-over-year increase in profits.
Over the past few years, the automotive financial services industry has experienced a large-scale digital revolution, and Andre has led the transformation of NRFM. âNRFM is one of the largest automotive financial services companies in Latin America,â he explains. âWhen I joined two years ago, my goal was to consolidate our leadership position, to focus on the quality of reservations by working with dealers and our alliance partners to provide competitive commercial offers to our customers. , and transform our organization into a fintech. To achieve this, investments in technology and innovation were absolutely essential.
Andre reveals that NRFM’s digital transformation began before the arrival of COVID-19 and that the pandemic has only accelerated change in the financial services industry in general. To ensure that it is positioned competitively, the company has adapted to the new purchasing preferences of customers by âproviding close products and services in a 100% digital wayâ.
While the emphasis is on ease of use and efficiency, NRFM is not going completely digital, which is why Andre had to strike a balance between emerging and traditional business models. âMany customers prefer to start their order online. It is now possible, but the big challenge for us is that the customer wants to end up at the dealership, so we have to be able to adapt to that too, âhe emphasizes.
âInnovation and market adaptation are essential when you have consumer and business markets that are under the influence of a digital revolution. There is a huge opportunity here to change the way we think about risk and start to penetrate more into this specific market, so we are piloting a new digital credit score.
Innovation and market adaptation are essential when you have consumer and business markets that are under the influence of a digital revolution.
Andre believes it’s important to be ahead of the game when it comes to understanding customer buying preferences, which has influenced many of his decisions when it comes to securing continued growth and profitability of the organization. âI like to focus on the things I can control,â he shares.
âWe focus on customer orientation. We are also working to increase the penetration of our contracts as we go. It is something that is under our control. That being said, we see opportunities for us to grow on the commercial and fleet side. “
NRFM continues to create innovative solutions to achieve this and is currently working on a new platform that includes an all-inclusive rental service for customers. âIt’s a one-stop-shop for customers, where the monthly payment includes the base rate, insurance, maintenance, gas, service, roadside assistance and even a replacement vehicle,â says Andre. .
Customers can also take advantage of telematics technology to monitor a wide range of information relating to a vehicle or an entire fleet. âCustomers can track their vehicles in real time and they have access to speed control, time management, trip history, and you can even check engine and tire management,â he adds. -he.
Andre says NRFM innovates more by digitizing certain processes, depending on how customers interact with its service touchpoints, in order to deliver the most efficient and accessible process possible. “We are working on replacing our credit origination system so that our customers have a self-service experience from any device: mobile phone, tablet or computer,” he confirms. âThe application process will be almost entirely online and everything will be virtually paperless. Thus, being able to adapt and having the flexibility to integrate new technologies and systems into our operations is essential to ensure our future success.
âMaintaining a healthy portfolio and mitigating risks through optimal management of reserves is a constant for our company. We also continuously strengthen the efficiency of the business through low financing costs and increasingly efficient collection processes. Another point of interest for us is CRM strategies and customer database exploitation: we need to deepen our data-driven approach in order to develop specific strategies and services for, for example, premium customers in strengthening our loyalty program.
âA few years ago, we were the first automotive financial institution to implement biometrics in Mexico. We continue to look for new ways to improve the customer experience and mobility solutions business.
Ultimately, building long-term relationships with our customers and suppliers makes a huge difference.
Much of NRFM’s success in recent years is due to its ability to cultivate effective communication, trust and mutual understanding with its partners. âDuring a crisis, many financial institutions tend to become more risk averse, which limits the risk and exposure of retail and commercial clients,â says Andre. âWe actually did the opposite during the pandemic – we didn’t close a single dealer line. Instead, we have provided many disruptive financial offers to our clients.
âWe have great relationships and synergies with our alliance partners, customers and dealers, and we have never let them down during the pandemic. Trust and collaboration are vital – they know our business is with them through good and bad times. Ultimately, building long-term relationships with our customers and suppliers makes a huge difference. “
Andre believes NRFM’s focus on the customer is what gives the company its competitive edge in a tough market. âTrust, collaboration and driving innovation are the main differentiators we have from our competitors,â he says.
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