Download the press release - Arval

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Rueil-Malmaison, 27 March 2013
PRESS RELEASE
2012: year of stability and innovations
2012 was a year of stability for Arval’s business, backed by its presence in the BRIT countries. It
was also the year in which One Arval got launched: a strategic transformation programme for the
company of which one of the pillars is to deliver unequalled service quality to its customers and
drivers.
In 2013, a new key project within this large-scale programme kicks off with Arval Smart
Experience, of which the pilot phase will be launched in France in the spring.
Despite the economic slowdown in Europe with an accompanying drop in automobile business, Arval has
managed to stay on track with a leased fleet of 688,734 vehicles (i.e. 0.3% up from 2011).
“Arval achieved better results than might have been expected in the light of the economic situation.
Looking back, we can say that 2012 was a year of challenges, to which we were able to stand up thanks
to our determination to develop and our efforts to improve the quality of our customer service,” says
Philippe Bismut, CEO of Arval.
Stability sustained by BRITs
The BRIT countries continue to be active and hold great promise with growth of around 20% (Brazil 19%,
India 20% and Turkey 18%).
This has helped to counterbalance the growth figures of the leased fleet in certain European countries,
although most of them have succeeded in withstanding the effects of the European crisis, for instance
Belgium (+20%), Romania (+17%), Luxembourg (+14%), Slovakia (+12%), the Czech Republic (+9%),
Switzerland (+3%) and Italy (+3%).
In the used car market, which was also unsettled this year, Arval performed well thanks to its remarketing
infrastructures:

Rueil-Malmaison, 27 March 2013
- Arval MotorTrade, Arval’s international e-commerce platform to which more than 10,000 car
retailers subscribe, generated the resale of 7,800 vehicles per month in 2012.
- Arval Trading, an Arval subsidiary that specialises in export services and the resale of used cars
worldwide, buys second-hand vehicles from Arval subsidiaries and sells them to professionals in
35 countries, thereby contributing to optimise the resale value of Arval’s vehicles. In 2012, Arval
Trading sold nearly 15,000 vehicles, which is 31% more than in 2011.
Arval France leader in its full-service leasing market at the end of 2012 1
Arval France’s leased fleet remained stable at 209,036 (down 0.7% from 2011). With 60,662 new cars on
the road (i.e. 5% down from 2011), Arval performed much better than the rest of the full-service leasing
market which showed a 10% decline compared to 2011 2 .
Arval’s innovations, particularly those aimed at SMEs, proved to be growth drivers. The leaser developed
offers by signing white-label partnerships with KIA and Hyundai, extending the latter to Spain and the
Czech Republic. Similarly, in partnership with Orange, Arval launched “le Bureau Nomade” (the mobile
office), combining the lease of a car with that of a touchpad.
Lastly, Arval France continued to improve its service quality through the deployment of the corporate
programme One Arval. “In France, Arval was able to withstand market difficulties thanks to a strong
innovation dynamic for which we relied on One Arval, a large-scale programme led by the group that
makes customer service quality one of the pillars of our strategy,” explains François-Xavier Castille,
General Manager of Arval France.
One Arval, a long-term strategic programme that stimulates innovation to customers’ benefit
In 2012, Arval deployed One Arval, a cross-cutting, multiyear programme to align methods between
countries and harmonise practices for better customer service.
Depending on the country, this has led to a reorganisation of processes, teams and IT platforms and an
overhaul of tools, always keeping the customer as focal point.
An example is the spreading of the Account Team model where all the operational people working on an
account are gathered around a main contact person for each customer. The team can thus coordinate
their actions to improve speed and efficiency.
1 Source: SNLVLD end of December 2012
2 Source: SNLVLD

Rueil-Malmaison, 27 March 2013
In 2013, Arval launches a new project as part of One Arval and offers a unique experience to
customers and drivers with Arval Smart Experience
• Bringing efficiency and saving time for fleet managers:
- Arval Connect: news streams from Arval Smart Experience’s Twitter and Facebook accounts,
videos of test drives and behind the scenes at Arval, and personalised practical guidebooks to
supplement delivery information.
- Arval Fleet View: key indicators concerning a fleet (composition, costs, emissions, utilisation
rate…) presented in the form of simplified, visually self-explanatory data.
“Arval Smart Experience is a turning point in our customer relationship. Arval Smart Experience puts the
focus on differentiating tools and services that enable us to give our customers daily support,” says
Arnaud Villeger, Marketing Director at Arval France. “To this end, we are making organisational changes
in order to centre on the customer, we are developing digital innovations, we are directing our actions
towards decision-makers in companies, and we are renewing our commitment in terms of CSR.”
• Simple applications for drivers
44% of drivers do not know who their leaser is 3 . For them, Arval is launching two practical applications
from which they can learn:
- Arval Mobile +: a secure “virtual wallet” given at delivery, that contains the car’s registration
document and, if the driver wants, his or her driver’s licence. This personalised tool contains all
the information on the vehicle, contract and services to which the company has subscribed for the
driver. It also makes it easy to call Arval’s Driver Service, for instance to make a maintenance
appointment.
- Arval Drive Challenge: this application encourages all drivers (whether or not they are driving an
Arval car) to assess and improve their driving behaviour, and share their results on social
networks. This “serious game” kicks off in May 2013 and will be available on Appstore and Google
Play, and organised through Arval Smart Experience’s Facebook and Twitter pages.
Arval thereby offers its customers and all drivers a smart, enjoyable and innovative experience.
3 SNLVLD source: Study c/ full-service leasings clients’ behaviour – Full-service leasing axis January 2013

Rueil-Malmaison, 27 March 2013
2013 will also see further developments in Arval’s recent subsidiaries and for SMEs
In 2013, parallel to the One Arval programme and the launch of the Arval Smart Experience, Arval will
continue to develop its new subsidiaries, particularly in China where the group will be delivering its first
cars this year.
“All the major car manufacturers are in Asia, and Arval’s prospects look promising in the medium and long
term,” says Philippe Bismut. “Five years ago we set up in India, an automobile market with excellent
growth, and last year we started up business in China. The potential market is enormous and we are
building a long-term strategy. We have considerable “evangelisation" work to do there, as full-service
leasing is practically unknown in China today.”
In the same way, pursuing growth in the SME market in France as well as most of the other group
subsidiaries is one of Arval’s main goals for 2013.
Join the Arval Smart Experience:
Arval Smart Experience - FRhttp://www.facebook.com/ArvalSmartExperience.FR
@ArvalSmartXP_FR
Arval Smart Experience – FR
Press contacts:
H&B Communication
Armelle Amilhat – a.amilhat@hbcommunication.fr
+33 (0)1 58 18 32 47 / +33 (0)6 82 92 94 47
Arval
Claudia Barthier - claudia.barthier@arval.com
+33 (0)1 57 69 54 49
Arval France
Aurélie Bruneau – aurelie.bruneau@arval.fr
+33 (0)1 57 69 56 55 / +33 (0)6 62 62 22 01

Rueil-Malmaison, 27 March 2013
About Arval
Founded in 1989 and fully owned by BNP Paribas, Arval specialises in full service vehicle leasing. Arval offers its
customers – professionals, SMEs and large international corporates – tailored solutions that optimise their
employee’s mobility and outsource the risks associated with fleet management. Expert advice and service quality,
which are the foundations of Arval’s customer promise, are delivered in 25 countries by over 4,000 employees, and in
14 other countries through a network of partners. Arval’s total leased fleet adds up to nearly 700,000 vehicles
throughout the world (December 2012). Within BNP Paribas, Arval belongs to the Retail Banking core activity.
arval.com
About BNP Paribas
BNP Paribas has a presence in 80 countries with nearly 200,000 employees, including more than 150,000 in Europe.
It ranks highly in its three core activities: Retail Banking, Investment Solutions and Corporate & Investment Banking.
In Europe, the Group has four domestic markets (Belgium, France, Italy and Luxembourg) and BNP Paribas Personal
Finance is the leader in consumer lending. BNP Paribas is rolling out its integrated retail banking model across
Mediterranean basin countries, in Turkey, in Eastern Europe and a large network in the western part of the United
States. In its Corporate & Investment Banking and Investment Solutions activities, BNP Paribas also enjoys top
positions in Europe, a strong presence in the Americas and solid and fast-growing businesses in Asia-Pacific.
bnpparibas.com