Improving customer experience via a digital-first approach
FE Credit was founded as the consumer finance division of Vietnam Prosperity Joint-Stock Commercial Bank (VPBank). In 2015, it transformed all its consumer finance operations into a newly established independent company, branding it as FE Credit and serving over 10 million customers.
Today, FE Credit is a leading Southeast Asia unsecured consumer lender with a 53% market share in Vietnam. It has developed a 9,000-strong partner ecosystem with 13,000 point-of-sales locations to serve the substantial unbanked population of Vietnam with monthly income more than VND3 million.
FE Credit relies on customer-centricity as its singular value proposition to increase market share and maintain its leadership position. FE Credit has 4,500 agents utilizing the Genesys Multicloud CX™ platform and wants to digitize its legacy platform to personalize customer communication, increase response times, enhance convenience across customer touchpoints and improve security.