The foundation for success

The Aduno Group has a unique combination of success factors. This provides it with a strong position in the market and serves to drive future growth.

Integrated business model

The most important success factor for the Aduno Group is its integrated business model linking the Payment (Issuing and Acquiring) and Consumer Finance divisions. When it comes to cashless payments or credit financing, the Aduno Group can meet all the needs of its customers with its products and services anytime and anywhere – and all from a single source. The “Business model and strategy” section provides more information on this.

Technological trends

The Aduno Group benefits from technological trends that are driving growth in the sector forward. The focus here is on the digitisation of payment processes as well as e- and m-commerce solutions which will clearly become more important in future. Based on its strong market position in the Cards business as well as its expertise in data management, the Aduno Group is among the winners in this development. The Aduno Group sees itself as a centre of competence that turns the latest trends into product solutions for its customers and partners.

Shareholders and financing

The Aduno Group is wholly owned by a group of Swiss retail and cantonal banks, including the Raiffeisen Group, all the cantonal banks, Migros Bank, Bank Coop and a number of regional, commercial and private banks. The shareholder base is broad and has remained virtually unchanged since the founding of the Group.

The shareholder banks function as an important sales channel for the Aduno Group, particularly for the issuing of credit cards and the granting of personal credits. The total number of all cards issued was just under 1.4 million at the end of 2015.

With an equity ratio of 24.6 per cent at the end of 2015, the Aduno Group boasts a further increase in its solid capital base. The Group also made use of the favourable interest rate environment in the reporting year to float two bonds worth a total of CHF 200 million. The fact that these bonds were again placed successfully in a very short period of time underlines the confidence of the capital market in the company. The Aduno Holding currently has five bonds on the Swiss capital market worth a total of CHF 850 million.

Customer orientation

The Aduno Group aims to provide the best customer service in the industry. The employees of the Contact Center are available 365 days a year, 24 hours a day. They are continuously trained, further developed in terms of conversation quality, friendliness and specialist knowledge, and supported by state-of-the-art infrastructure. Regular customer satisfaction surveys ensure that the Aduno Group maintains its service excellence promise to end customers and distribution partners. As in previous years, the last customer survey revealed very high satisfaction. Cardholders rated the services of the Contact Center very positively. In particular, its friendliness, expertise and efficiency were highlighted.

In addition, the Viseca Contact Center is periodically subjected to a quality test by a Swiss market research institute. Using mystery calls and mystery e-mails involving fictional customer inquiries, the institute tests the quality of service on behalf of the Group and compares it with the contact centres of other financial services and credit card providers. In the tests conducted in 2015, the Viseca Contact Center scored top marks for a range of individual criteria. The very positive results confirm that the Aduno Group is on the right course and they encourage staff to continue providing top service in contact with customers.

IT systems

Stable and securely functioning IT systems are a basic requirement for ensuring that the Aduno Group can process transactions quickly and reliably. In addition, legal and contractual requirements stipulate that the processing of transactions must be transparent at all times. The Aduno Group has state-of-the-art IT systems that are aligned with the needs of its business processes. Given how dynamic the market is, the systems have a flexible design so they can be enhanced on an ongoing basis.

Employees

The Aduno Group aims to be a preferred employer for its current and potential employees. It not only creates an exciting working environment with innovative projects and a strong corporate culture, but also offers modern employment conditions, opportunities for training and further professional development and attractive salary models. Since its establishment, the Aduno Group has never stopped growing and has created many jobs above all thanks to this growth and its many projects. At the end of 2015 the Aduno Group employed 756 full-time equivalents, 61 more than at the end of 2014.

The  centre of competence “education and training” is responsible for the Group-wide coordination and organisation of all education and training measures. It serves as a specialist in methodology and teaching, supporting trainers, coordinating external offerings and ensuring that synergies are exploited. The professional career path for specialists was launched in 2015 and aims to promote highly qualified specialists. These will be offered attractive advancement opportunities similar to a management career path.

Every two years, as in 2015, the Aduno Group conducts a Management Score Card survey during which the employees assess the performance of their line managers. Although these assessments were mostly positive, some deficits were also identified that will now be remedied through suitable measures.