Offering the very best in human endeavour and digital technology

As a leading relationship-based and digital bank, our customers are able to interact effectively with the bank whenever and however they choose. We endeavour to offer them a day-today banking experience that combines the very best of human endeavour and digital technology.

Omar BOUNJOU

Deputy Chief Executive Officer Retail Banking Division

Helping our customers to achieve their life goals

As a trusted partner, Attijariwafa bank group is constantly reinventing itself to enable its customers to fulfil their aspirations. We are able to do this by offering them a comprehensive range of innovative solutions in account management, making payments and transferring money, among other things. In 2017, the Group quickened the pace of its transformation in order to be more empathetic and proactive, resulting in increasingly bespoke, readily accessible services.

+ 512 734

new banking customers in Morocco in 2017

630 766

new bank cards issued in 2017

1 st

institution in electronic payments

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L’BANKALIK, 100% mobile banking

L'bankalik, the 100% mobile bank now allows you to apply for credit online.On the L’bankalik Facebook page, customers will also receive an immediate answer to any question asked.

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Attijari Mobile, new functionality

The Bank also added new functionalities to its mobile applications in 2017, including being able to locate the Bank’s branches and ATMs on the Attijari Mobile application as well as introducing new billers to enable customers to pay invoices via Attijarinet or Attijari Mobile.

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Mobile Money on the move

In 2017, Wafacash submitted an application to become an authorised payment institution and to expand its range of service to include payment means. In 2018, Wafacash made this service operational by being the first establishment to offer mobile payment for individuals and shopkeepers through the JIBI and JIBI PRO offer.

Making it easier to take out a loan

Attijariwafa bank Group is continuing to adopt a proactive yet disciplined approach to credit approval. In 2017, its share of the retail customer market reached 24.03%, an increase of 4.0% on 2016. Last year, the Group and its specialised subsidiaries worked hard to quicken the pace of digitisation. Thanks to the jeveuxuncredit.ma, banking interface, enabling customers to apply for a consumer loan or mortgage online, the Group has made it much easier for customers to take out a loan, as well as offering personalised advice to help them to fulfil their aspirations.

21,4 %

share of the consumer loan market (at parent level at 31 December 2017)

24,8 %

share of the mortgage market (at parent level at 31 December 2017)

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« Wafy », Wafasalaf’s chatbot

In 2017, Wafasalaf began work on a new consumer loanrelated service – a chatbot on a Facebook page which can answer queries from Moroccan online users. Regardless they were a Wafasalaf existing customers or are simply interested in applying for a loan, a virtual assistant is available 24/7 to help them find the information that they require. The chatbot, nicknamed ‘Wafy’, is able to converse in Moroccan dialect (darija) and French.

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« Salaf Auto Occaz »

This is a new loan enabling online customers to purchase goods on Avito, making the financing aspect much easier flexi-loan, paperless application process and a preagreement in just 15 minutes.

« Crédit Rasmali »

‘Crédit Rasmali’ enables craftsmen and shopkeepers to take advantage of a flexible and adaptable financing formula. Until now, they have not been eligible to subscribe for a consumer loan.

Insurance & Assistance: digitizing for more simplicity and accessibility

Wafa Assurance, a subsidiary of Attijariwafa bank Group, has continued to adopt a set of priorities which includes constantly remaining in touch with customers, anticipating their expectations and needs so as to be able to respond to them more effectively and making it easier for customers to access insurance and assistance products. 2017 followed the same logic – our every action being characterised by transformation, adaptability, responsiveness and innovation – which saw us launch new segmented products and accelerate digitisation for an enhanced customer experience.

8,050

billion of revenue for Wafa Insurance

more than 100000

assistance applications handled by Wafa IMA Assistance

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« My Wafa », a constantly evolving app

Thanks to the geolocation service, My Wafa now allows its user to call and send, in real time, the precise location of his vehicle and to be accompanied by a smart assistant in case of a sudden shock.

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« Wafa Santé », a new mobile app

Wafa Santé is a free app for members with a Wafa Assurance health insurance policy. The application, available for free on the App Store and Google Play, allows members to access information in real time (disease records, beneficiaries, expenses incurred, reimbursement, additional information, ...).

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Tailor-made, flexible savings

Flexible savings are something of an innovation in the Moroccan market and represent a breakthrough by comparison with standard savings and bank insurance products such as school fee plans and retirement savings plans. This is an option offered to clients to automatically increase the annual periodic fee, depending on their financial capacity.

Supporting businesses, whatever their size

Supporting companies, whatever their size, has always been one of Attijariwafa bank’s priorities. Day by day, the Group continues to find new ways of meeting their expectations by providing them with a range of suitable financial products and services, digital solutions to optimise their interaction with the bank, advice and training to effectively support their development.

7,1

billion MAD of loans disbursed to 32,500 very small businesses

5 000

entrepreneurs trained in Dar Al Moukawil Centers

+ 2 000

new SME customers in 2017

16,8

billion MAD of loans disbursed to SME in 2017

Support for small businesses

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Dar Al Moukawil centers providing support for existing and prospective small business customers

Three Dar Al Moukawil specialised centers opened in Aït Melloul, Tangier and El Jadida respectively. These are centers of expertise which provide support, training and advice, particularly when it comes to company formation, project development, market access or how to apply for the various government-backed support measures available to Micro-enterprises

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Digitising the loan application process

To facilitate the credit approval process and enable customers to apply for a loan online, Attijariwafa bank has digitised its loan approval process for small businesses with the introduction of an in-house platform for managing the entire loan application process, disbursing loans on the basis of scanned documents and issuing guarantees automatically.

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« Wafa PRO » offering better protection for small businesses

In addition to providing insurance cover to companies in the event of fire, water damage, theft or workplace accidents, ‘Wafa PRO’, a mobile application launched by the Group’s Wafa Assurance subsidiary and marketed by the banking network, aims to make life easier for small business subscribers by providing 24/7 assistance, simpler administrative procedures when declaring and assessing damage, personal protection and the safeguard of undamaged goods.

The four SME plans, business accelerators

SUCCESSION PLAN

is an all-in-one integrated offer aimed at those selling and acquiring companies. It covers a wide variety of issues including raising awareness, providing information, finance aspects and the triggering of an entire support system, thereby making it easier to implement and handle entrepreneurial succession and ensure the company’s long-term future. This offer is a comprehensive and pragmatic solution for those needing to acquire, sell or transfer a business.

PLAN OFFSHORE

is designed to support the development of foreign companies established in Morocco and Moroccan companies operating in free zones. This new offer draws on the services provided by Attijari International Bank (AIB), the Group’s offshore bank, standard banking services, specific foreign currency-denominated finance solutions for offshore businesses, insurance and assistance products, wholecompany agreements and preferential offers for employees.

PLAN AUTOMOTIVE

has been specially designed for local and foreign investors in the automotive industry and includes finance solutions for onshore and offshore investment and bespoke solutions for financing operational needs. This offer also includes support measures such as business networking services, among other things, so as to help companies in the automotive industry meet the challenges of growth and be competitive.

PLAN EL KHEIR

is a tailor-made offer aimed exclusively at the agricultural sector. The Plan consists of appropriate investment finance solutions with bespoke terms and conditions for each sub-sector. The Plan focuses primarily on eight sub-sectors with strong growth potential – vegetable production, citrus production, arboriculture, olive production, wine growing, date palm cultivation, dairy, red meat production and industrial crop production.

«Attijari Business Link», Africa’s leading B-to-B network

awb_link

Result of a partnership between the Attijariwafa bank group and Bpifrance, Attijari Business Link is the leading African digital community within Euroquity offering high value-added services to businesses. Its goal is to connect project leaders with development partners and investors looking for opportunities. It has 500 members and offers access to more than 7,200 companies, 1,200 investors and 850 support structures.

Greater involvement with SMEs and Large Enterprises

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Corporate Banking

Attijariwafa bank has reorganised its Corporate Banking business to create a synergy between each of the various business units that serve the Large Enterprises customer segment. It has become the one-stop-shop for each of the Bank’s specialised business lines. As a result, nearly 280 business relationships were transferred to the Business Centers.

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Cash Management

The groupe Attijariwafa bank continued to offer businesses innovative solutions and a personalised follow-up in order to help them manage the receipt of digital payments, cash optimisation and digitisation.

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« Fawatir », Morocco’s second largest bank receipts network

To offer businesses and local authorities a new channel for receiving payments, Attijariwafa bank launched its ‘Fawatir’ service in 2016. This service allows billers to dematerialise management of their receipts by collecting their receivables via physical collection counters. The Fawatir brand currently has 1,696 collection counters. In just one year, it has expanded to become the second largest bank receipts network in the Kingdom in terms of coverage.

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A new subsidiary providing coverage of financial markets in Africa

Attijariwafa bank's Attijari Global Research (AGR) mission is to provide Multi-Assets and Multi-Zone coverage. It covers the topics related to macroeconomics, rates, foreign exchange, equities, commodities and the development of asset allocation strategies at the level of Morocco, UEMOA, CEMAC, Egypt and Tunisia.

Supporting the African diaspora

In Europe, Attijariwafa bank Group has acquired expertise in immigrant banking and trade finance and has developed an extensive network in various countries. In 2017, Attijariwafa bank Europe continued to implement its «AFRIWAY » strategic plan aimed at becoming the leading bank in immigrant banking. To achieve this, the Group is offering its customers innovative money transfer solutions and is responding to their need for day-to-day account management, insurance, finance and savings products.

92 852

retail customers

643 790

retail customer transfers

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Attijari’Money : la carte prépayée 100 % digitalisée

This new card is available in five different currencies, the euro, the US dollar, pound sterling, the Canadian dollar and the Swiss franc. «Attijari’Money », which may be topped up online via a customer’s web or mobile account by bank card or bank transfer, enables cardholders to make secure withdrawals via the entire Mastercard network.

Fostering closer customer ties with a new distribution mode

In 2017, Attijariwafa bank Europe embarked on a process of redesigning its distribution model so as to meet the standards set by major European banks. The project is focused on four aspects, redesigning the physical network by implementing a new branch format, bolstering mobile sales, developing the remote banking channel and improving customer relationship management. This is to be achieved through CRM software, an effective solution that should enable the subsidiary to focus on developing relationships with customers.

Establishing sustainable trust-based customer relationships

Attijariwafa bank Group strives to stand out from its peers by teaming up with its customers, listening closely to their needs and fostering loyalty as well as continuing to develop a genuine relationship with them based on trust. To achieve this, customer satisfaction is an absolute priority, while ensuring that products and services are of high quality and by adopting an innovative approach to be able to quickly deal with any complaint.

91 %

of customers satisfied in Morocco in 2017

284,000

incoming calls handled by the Customer Relationship Center in 2017

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Customer focus

Each year, Attijariwafa bank’s Customer focus Program enables it to measure the level of satisfaction of its external and internal (banking networks, subsidiaries and head office departments) customers. In 2017, the overall customer satisfaction rate in Morocco was 91%.

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Enhancing the quality culture within the Group

The mission of "Believe in You" (CEV) system is to enable employees to deploy the Group's quality policy in the different entities.
In 2017, Attijariwafa bank revitalised its CEV system. Consisting of about 150 employees, CEV staff are genuine guardians of a service quality culture within networks, head office departments and subsidiaries.

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Digital kiosks to be able to immediately assess customer satisfaction

Wafasalaf has set up digital terminals in each branch to be able to gauge on-the-spot customer satisfaction. These terminals enable the Group to measure and steer customer satisfaction simply, quickly and in real time, take corrective action immediately and convert criticism into positive opinion.

Les piliers stratégiques du groupe Attijariwafa bank

Customer Experience
Customer Experience
Innovation
Innovation
Africa’s Growth Dynamic
Africa’s Growth Dynamic
Responsabilities
Responsabilities