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2013/FMP/WKSP1/007 Session 2
Martins Integrated System
Submitted by: Tribanco
Workshop on Promoting Financial Access Through Innovative Delivery Channel to
Enhance Financial InclusionJakarta, Indonesia
27-28 February 2013
• Presence in 100% of Brazilian Territory;
• Focus on the Small and Medium Retailer;
• 1 Central storage and distribution – Uberlândia;
• 5 Regional Units: North and Northeast
• More than 34 milion km per year (own fleet);
• 41 branches of Cross docking;
• 165 thousand m2 of storage area;
• 1156 own vehicles (trucks).
Uberlândia - MG
Martins started 59 years ago as a small venture with 110 square meters, in Uberlândia, Minas Gerais.
Proposição de Valor
INDUSTRIES WHOLESALE RETAIL CONSUMERS
TRIBANCO’s companies act throughout the supply chain, supporting the financial operations for our clients.
HOW WE GIVE VALUE?
13,500 different SKUs; 385,303 active clients; All over Brazil; 4,400 employees 4,500 RCA -Sales Representative Sales in 2012 US$1,955.7 billions
9,031 Retailers 1,536,906 able cards Revenue in 2012: US$598 millions
892 stores; Present in 21 Brazilian states;
Total Insurances Issued: 91,300 Employees: 13 Insurance Solutions to SIM, Retail and Consumers
14,000 Projects for retailers;
92,000 Workshops for retailers;
302,000 People benefited with
Trainings;
Total Assets: US$900.5 millions; Credit Operations: US$604 millions; Clients: 38 thousand; Employees: 648
S A L E
F O
S
R C E
Retail
Projects: 8,167; Educational Projects: 2,074,091 Cultural & Sports Projects: 61,845
Proposição de Valor
RETAIL IN BRAZIL The total small retail in Brazil is estimated
at 505 THOUSAND STORES!
In the neighborhood
retail, 1 to 4 CHECKOUTS are
mostly family.
71.3% of managers are men with an
average age of 38 years old.
The average amount of experience is 15 years
and 55.7% have not completed primary
education.
A country with continental dimensions
Sou
rce:
ww
w.a
bra
s.co
m.b
r
Account for 40% of the volume of sales of food, beverages, health and beauty, and cleaning.
Sou
rce:
Nie
lsen
Proposição de Valor
RETAIL IN BRAZIL The total small retail in Brazil is estimated
at 505 THOUSAND STORES!
In the neighborhood
retail, 1 to 4 CHECKOUTS are
mostly family.
71.3% of managers are men with an
average age of 38 years old.
The average amount of experience is 15 years
and 55.7% have not completed primary
education.
A country with continental dimensions
Sou
rce:
ww
w.a
bra
s.co
m.b
r
Reality of Retail
• High mortality rate for new venture;
• Lack of knowledge in management;
• No conditions to give credit even long term;
• Stores disorganized, dirty and dark;
• High rates of loss of inventory;
• Without access to banks;
• Without access to industry.
Account for 40% of the volume of sales of food, beverages, health and beauty, and cleaning.
Sou
rce:
Nie
lsen
Proposição de Valor
GROWTH DRIVERS- EXTERNAL
• Martins group is the only one in Brazil to have a broad offer to the small retail segment.
• Brazil
s GDP growth is estimated to be 3,0%.
• Brazil
s base of the pyramid is increasing its buying power and will be the major growing driver for the small and medium retails growth; • 61,9% of insurances, 63,6% of health care plans and 61% of credit cards are issued to Brazilian C class (Febraban research).
Proposição de Valor
Competitors
Low purchasing power
Difficulties in accessing credit
Lack of management tools
Lack of access to technology
Lack of techniques and training
Difficulty to follow the evolution of market/consumers
BUT THEY SUFFER SOME THREATS:
Proposição de Valor
RETAIL DEVELOPMENT
Before US$ 12,915 / month
After US$ 120,905 / month
Before US$ 33,553 / month
After US$ 97,308 / month
Goiatuba-GO
Curitiba-PR
Proposição de Valor
RETAIL DEVELOPMENT
300 counselors; 2 meetings per year.
Client Council
Martins University of Retail 14,364 - Projects of upgrading shops 304,085 - People trained in attendance
123 issues; 30,000 copies (circulation); since 1997
Martins in Retail Magazine
FORM@R: Developing people from a distance E-learning Brazil Champion in 2002, 2003, 2004, 2006, 2008 and 2010. 340 courses available
5 issues; 3,000 copies (circulation); since 2011
Captain Retail
Proposição de Valor
Tribanco Branch's
68% of Brazilian municipalities
• Employees: 727
• Agencies: 47
• Offices: 31
• Number of clients: 38,519
• Correspondent (TudoFácil)
• Registered Stores: 3,459
• Transactions per month: 1,727,962
Tribanco is a source of creative financial solutions, which operates fully in the production and distribution chain and acts as a structural partner with an excellent reputation on facilitating negotiations between retailers and consumers though our products and service.
Proposição de Valor
Aligned with the stages of retail life Supporting retail in every stage of life, providing solutions that increase results
•Develop marketing and relationship programs •Attract new clients •Retain clients •Manage presence in the media
Sales revenue
23%
22%
22%
21%
8% 3% 2%
Less than 25 thousand Between 25 and 50 thousand Between 50 and 100 thousand Between 100 and 250thousand Between 250 thousand and 500 million Between 500 million and 1 million More than 1 million
Segment
38%
7% 6% 2%
Food Retail Pharmacy/Drug Store Building material Appliance Others
47%
42% High School completed
61% Woman 48% Married
48% are in North and Northeast Region
24% don’t have other credit card Average Credit Card Limit US$ 169
Average Income US$ 553
40% are employeed
Average mountly spending on Credit Card US$ 100
Credit Card User Profile:
Loan Portfolio by region
11.40% North 28.27% Northeast 10.30% Midwest 39.60% Southeast 10.36% South
50%
1. Strengthen combined approach of the Martins Group
2. Focus on people (hiring, measuring and training)
3. Focus on client perspectives with segmentation, new sales approach
and research to measure results
4. Structure a low cost client services model
5. Make strong partnerships
Most relevant actions:
Traditional competitive advantages:
• Brand (market perceptions)
• Product lines
• Branch network
• Technology
• Credit offer (amounts)
Tribanco´s competitive advantages:
• Retail knowledge
• Relationship
• Focus on “solutions to the retail segment”
How Tribanco Competes in the Market
Working capital; Prepayment of receivables;
Check discount; Correspondent banking credit;
SME Loan (US$ 30.49 thousand); BNDES transfer;
Money collection; Correspondent banking;
Mobile Recharge; Electronic payment to suppliers;
Interest-bearing deposits;
Increase in product mix; Purchase of goods; Store upgrade; Employees’ payment; Payment for services; Suppliers’ payment; Increase in flow of consumers; Loyalty; Savings; Long-term credit; Acquisitions;
Tribanco’s Products
Products Benefits
Physical
Martins Sales Force
Tribanco and Tricard Commercial Force
4,500 Standalone sales representative
297 commercial 13,300 visits per month
Sales and Relationship
Call Center
Call Centers
Tribanco Tele-Business
65 answering positions 5,700 contacts per day
52 attendants 1,773 contacts per day
Virtual Channels
Tribanco, Tricard and Tribanco Insurance sites
Chat
Internet Banking
URA – Service Channel
5,700 access per day
Support and Services
Ombudsman
Technical Support of services and cards
Customer Service
Collection
500 calls per day
Retail
Customer Service Channels
Retail
Tele-Business Central (TNT)
OUTSOURCED CALL CENTER
(2) Accept resource
(1) Offers resource
(5) Request documentation
(4) Approved analysis of client
(6) Send documentation to Tribanco
(3) Request client´s analysis to Tribanco Fax
• From 8am to 8pm
• 65 attendants
• 143 thousand calls made per month
• Product: WORKING CAPITAL up to US$ 30 thousand
• Average value of the loans: US$ 11.18 thousand
• Clients` invoicing average: US$ 45.74 thousand
• 37% of the loan are in state of Bahia (Northeast)
• Resource released the same day
(7) Send the resource to the bank agency chosen by the client
Same Day
RETAILER BANK ACOUNT
Capture NetworK
Sales Force
Present
• Communication (Text message) • Mobile Token • Mobile phone for the client
• Simulators and Training • Document capture • Prospect identification/ product offer • Digital checklist • Information about clients (online and offline) • Information about Martins´ Clients (prospects) • Location and route creation
• Communication(Text message)
Future
• M-Payment • Customized Chip • Mobile POS • Customer Service
• Mobile Wallet • NFC (Near field communication)
• E-Commerce • Prepaid
• M-Payment • Moblie Banking • Customized Chip • Recharge
• Mobile Wallet • NFC • E-Commerce • Prepaid
• Mobile POS • New Products and communication with the clients
• NFC
• Tricard and Tribanco Insurance automation
• Digital signature or pin
• On line credit approval in the store
Retail
Consumer
Tribanco´s Mobility Opportunities
• Capture payment transactions
STRATEGY To be the specialist Bank for the small and medium size retailer
INNOVATION
JUSTICE
INTEGRITY
DISCIPLINE
HUMILITY
LOYALTY
LOVE FOR WHAT YOU DO
VALUES
