凯捷金融服务2025年趋势-贷款和租赁（英）

January 2025 The Capgemini FS Top Trends 2025 span three broad themes The Capgemini FS Top Trends in the Banking sector by sub-domain (1/2) The Capgemini FS Top Trends in the Banking sector by sub-domain (2/2) Lending and Leasing Top Trends 2025 – Priority Matrix Capgemini’sPriority Matrixoutlines our assessment of the impact of 2025 trends on operating environments facing: Softening inflation and high interest rates,coupled with stagflation trendsGeopolitical instabilityDynamic regulatory activity Trend 1Frictionless enterprise Customer FirstProviding a one-stop shop for equipment delivered through a seamless, omnichannel digital experience Background A top priority for most Captives is buildingbrand loyalty by offering a one stop shopfor acquiring andfinancing equipment. Separate customer relationship management systems hinder pipeline and sales management and data from avariety of sources must be pieced together to havefull visibility of a single customer relationship.1•70% of Captives believe theircustomers will demand improved self-service capabilitieswithin thenext 2 years1.•100% of surveyed Captives said theyhave limited integration with internal and external systems.1 Impact Today, more than ever, customer centricity becomes important ascustomers expect a streamlined digitalexperience with a single look and feel across all touch pointsAnintegrated workforce of live agents and automated support servicesenables customers to choose theroute that best suits their needs, so they have a seamless, personal, omnichannel experienceCreatingunified Customer Relationship Management systemshas become essential for firms toenablebetter visibility across touchpoints, enhance customer satisfaction and internal sales alignment. Trend 1Frictionless enterprise Customer FirstProviding a one-stop shop for equipment delivered through a seamless, omnichannel digital experience United Rentals United Rental provides acomprehensive digital platform forcustomers tosearch for and rentconstruction and industrialequipment, manage orders, andschedule delivery or pickupthrough their website or mobile app,while integrating with physicalservice centers.1 Loxam Loxam provides a wide range ofconstruction, industrial, and eventequipment. It offers aseamlessomnichannel experience wherecustomers can browse products,access detailed information, managerentals, and receive support, whilebeing integrated with physicallocationsfor smooth pickup, delivery,and customer service.2 Trend 2Moving towards Equipment-as-a-Service Redefining equipment financing with growth of an as-a-service model Customer First Background An offspring of the digitization trend and demand for customized solutions;servitization oranything-as-a-service (XaaS) is driving the markets. For the equipment finance industry XaaS is morepopularly known asEquipment-as-a-Service (EaaS).Auto finance industry had seen servitization trends much earlier than other equipment classes.Mobility-as-a-service and connected carshave emerged as popular offerings.EaaS has four components –equipment, digital tools, services and OEM know-howthat create acomprehensive framework tosupport both operational efficiency and customer value. Impact EmbracingEaaS requires business transformation. Better understanding of equipment, higher assetmanagement diligence, agile billing and overall technological agility are some of the changes needed.EaaS createshigher customer impact through addition of ongoing servicesbeyond the equipment itself.Customers benefit from the value-added services and the model enables businesses to meet flexible demandsof the customer.While EaaS promotes environment and operational benefits, it also pushes firms toexplore newcomplexities in risk managementlike usage-based payment risk, maintenance and replacement costsassociated with the equipment. Trend 2Moving towards Equipment-as-a-Service Redefining equipment financing with growth of an as-a-service model Customer First DLL DLL has aLease by the Hour programthat provides pay-per-use flexibilitybased on equipment usage. Whenusage increases over a pre-setminimum, the lease term is shortened.1 Volvo Volvo provides car subscription, onflexible monthly basis inclusive ofinsurance, vehicle excise duty,servicing, repairs, roadsideassistanceetc. This offers flexibilityand convenience to the customers andcost predictability.2 Trend 3Embedded finance Customer FirstTransforming equipment leasing with seamless integration of financing solutions Background Increasingdemand for convenience, digital transformation, and advancements in API technologyhaveenabled seamless integration of financial services, making embedded finance a valuable tool for bothbusinesses and consumers.Integrating leasing options directly within the purchase processmeets customer demands for streamlinedand flexible financing, making equipment more accessible.The rise ofdigital platforms and APIs has accelerated the a