Intrum Ab · OMXSTO:INTRUM
Intrum Ab — Investor Day (2023)
15 slides from Intrum Ab's investor day presentation, Sep 13, 2023
Slide 1: Agenda
Agenda Introduction Leading the way — today and tomorrow Operations Operational excellence Servicing Profitable growth through client focus Investing Value extraction and pivot to capital light Financials Servicing growth and accelerated deleveraging Closing remarks intrum Intrum today and tomorrow
Slide 2: Operational set-up: serving customers to become debt free
Operational set-up: serving customers to become debt free +35M cases handled by our Operating platform each year ... leading to +130 M annual customer interactions 41 call centers — of which 5 global 6,000 operations employees, whereof 4,000 call agents 20 countries intrum 2M portal visits 40M email
Slide 3: Evolving operating model in a technological context
Evolving operating model in a technological context Operating model Tech intrum
Slide 4: Intrum leading the way through the century
Intrum leading the way through the century Oslo, Norway, 1933, : Valladolid, Spain, 2023
Slide 5: The best operating platform in the industry
The best operating platform in the industry intrum
Slide 6: We see our operating platform through the lenses of assets under management
We see our operating platform through the lenses of assets under management, recovery rate, conversion rate and cost to collect Assets under Management Collections Revenues EBITDA / [TEN i © i © i fe » eI a . oe , Je Recovery rate Conversion rate Cost to Collect Collections / AUM Revenues / Collecti
Slide 7: Intrum commercial and operational excellence
Intrum commercial and operational excellence People Tech A digital-first customer and client journey & Operational decisions powered by analytics and data Recovery rate Our employees at the core (organisation and talent) Critical business data readily available in one source of truth Conversion rate
Slide 8: Operational Scorecard driving performance across platform
Operational Scorecard driving performance across platform Proactively driving enterprise-wide performance management Value Driver Tree Holistic view from key targets to we oe ° operational activities ° e. ° . Prioritised metrics to track and Operational follow operational performance = = = - al - ——
Slide 9: Our tech journey: an outline
Our tech journey: an outline Value driver Main levers Cash EBITDA contribution SEK M Customer Self Service * Increase customer experience with self-service solutions * Omnichannel approach to match our customers behavior * Harmonise and digitalise processes ~400 Customer Communication * From standar
Slide 10: Acquisition of Ophelos: A tech-powered autonomous debt resolution platform
Acquisition of Ophelos: A tech-powered autonomous debt resolution platform Dynamically and proactively optimising collection strategy : Eliminate unproductive actions A catalyst to Se eee eanteaten Drive traffic to self-service I y t S customer portals accelerate a Increasing digital penetration, te
Slide 11: Ophelos platform modules
sGeIRibis Meedular Client Analytics jeourneys Hyper- Machine Learning personalised Decision Engine customer journeys A i0 i van ay detection Ss Cc a | e Custom payment options Digital self-serve intrum Secure by design OphelosGPT Bespoke conversations at
Slide 12: Decisions powered by analytics and data
Decisions powered by analytics and data Intelligent tools enable tailored customer support and efficiencies What to do? il ¢ Use data to segment the customers ‘Ga west to optimise the customer journey "a ’ > and interaction * Calls will see a substantial reduction in handling time as agents are supp
Slide 13: Best-in-class client onboarding time
Best-in-class client onboarding time Digitisation and standardisation reduces client registration lead time What to do? Further digitalisation of client (oreo aN fe ° j ae onboarding S / | sents ns * Onboarding of large clients require } \ @ - > manual actions but to a larger extent standardised * B
Slide 14: Operational excellence
Operational excellence Drivers People Organisation and capabilities for agile and efficient delivery Action learning program to develop key employees Incentive structure to align targets with journey intrum Process Operating processes to be digital- first and automated Transparency and objectivity o
Slide 15: Slide 15