Jean Lalau, traffic manager, Younited Credit
The challenges Jean Lalau and his team face are significant, not least of which is the long process for onboarding customers.
To become a customer with the lending platform, an applicant must fill in a comprehensive online request form. “Once the form is submitted, a first agreement in principle is provided directly. Then, the prospect needed to provide its supporting documents through the platform. Once filled, a definitive financial agreement is sent within 24 hours.”
“Getting customers to complete the entire customer journey with us — from discovery through to a customer taking out a loan — is perhaps our biggest challenge,” explains Jean Lalau. “Increasing web visibility at key stages of the customer journey is essential to mitigating the chance of a customer not completing the process with us.”
Younited Credit has ambitious growth plans and to achieve this, recognises it needs to ensure that it converts a higher number of applicants. “We continually want to expand our market share as a brand,” says Jean Lalau. “To do this, we need to better understand customer behaviours, keep up to date with their evolving habits, and ensure we are targeting the right people at the right time. Enabling more customers to discover us is essential, but it’s just as important that we see them pass through the entire loan application with us.”
To address some of these challenges, Younited Credit has invested in a wealth of new services and features to transform the customer experience. New features recently introduced have simplified the way customers attach supporting documents during the application process and personalised the experience for young people or professionals under short-term contracts.
“Attracting new customers is my biggest priority,” explains Jean Lalau. “Since we started working with Bing Ads, we’ve seen huge benefits to our business. In fact, paid search is currently our most important acquisition tool. The visibility it provides allows us to capture the attention of potential customers that wouldn’t have discovered us through other channels. Furthermore, our ability to drive down the cost per lead with Bing Ads, means that our cost per loan is much better than with other platforms.”