SERVICES MARKETPLACE
How Crédit Mutuel and CIC expanded their customer offering with an innovative services marketplace?
Launched in late 2021, Le Kiosque à Services connects more than 13 million Crédit Mutuel and CIC member-customers with rigorously vetted service providers offering home improvement, moving, and advisory services, through an omnichannel platform powered by a single back-office.
Member-customers reachable via the platform.
Distinct front-offices managed from a single back-office
Banking networks integrated (Crédit Mutuel & CIC)
Marketplace launch year
ABOUT
France's favorite bank extends its support beyond banking.
Named France’s favorite bank, Crédit Mutuel Alliance Fédérale set out to deepen its customer relationship well beyond traditional financial products. The insight: customers’ life projects, such as buying a home, moving, renovating, or starting a business, extend far beyond the scope of financing alone.
Le Kiosque à Services was born from this ambition: build a multi-category services marketplace, complementary to the banking offering, where every partner is rigorously vetted for their values and service quality. A platform accessible directly by customers and also activated by branch advisors whenever a relevant need is identified.
The platform serves two customer profiles, retail and business, across two distinct networks, Crédit Mutuel and CIC, all managed from a single back-office. A technical and organizational challenge of the highest order for an institution of this scale.
📱 Platform access
Integrated into the Crédit Mutuel & CIC customer portal
🏪 Service categories
Retail & business
🤝 Partners / service providers
100+
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One of Origami Marketplace’s key strengths was giving us direct access to the right people right from the start of the project. We look forward to continuing these exchanges around functional and technical developments with your teams on a more regular basis so we can benefit from other clients’ use cases and share our own requests in return. »
THE PROBLEM
Extending the customer relationship beyond banking: an unprecedented technical and strategic challenge.
Moving from a bank to a multi-category services platform meant simultaneously solving challenges in technical architecture, omnichannel customer experience, and governance of a large-scale multi-brand network.
Integrating external software into a highly secure private banking cloud
Managing 4 distinct front-offices simultaneously from a single back-office
Two customer profiles (retail and business) with very different journeys
Two distinct banking networks (Crédit Mutuel and CIC) to serve simultaneously
Bridging the digital channel with advisor-led activation in branches
Rigorous partner selection and onboarding aligned with group values
THE OBJECTIVES
3 strategic ambitions for an unprecedented project in the banking sector.
Extend banking support across all customer life events
Give the 13 million member-customers access to curated, high-quality services in areas such as home, mobility, everyday life, and business management, complementing banking services and positioning the bank as a true partner in their daily lives beyond financing.
Deploy a seamless omnichannel experience bridging digital and branch networks
Enable customers to access the platform directly via smartphone or desktop, while empowering branch advisors as referral touchpoints, particularly during key moments such as the finalization of a home loan.
Unify two networks and four interfaces under a single management back-office
Operate a multi-network marketplace serving Crédit Mutuel and CIC, and a multi-profile audience including retail and business customers, from a centralized technical architecture that ensures consistent offerings, a uniform customer experience, and simplified day-to-day management.
IMPLEMENTATION
A 3-phase deployment in a demanding banking technical environment.
Private cloud integration & multi-front architecture
The first-ever integration of external software into the group's private banking cloud, representing an unprecedented security constraint. Setup of an architecture enabling a single back-office to drive 4 distinct front-offices across two networks and two customer profiles.
Service catalog build & partner selection
Definition of service categories including home, mobility, everyday life, entrepreneurship, business management, and HR, along with onboarding of partners rigorously selected for service quality and alignment with group values.
Omnichannel activation & advisor training
Rollout of customer journeys embedding omnichannel commerce across physical and digital channels, and training branch advisors to identify needs and refer customers to Le Kiosque à Services at key life moments.
KEY FEATURES
A technical architecture built for the complexity of a major banking group.
Multi-front powered by a single back-office
A single operator back-office manages four distinct front-offices covering two banking networks, Crédit Mutuel and CIC, and two customer profiles, retail and business. This rare architecture ensures consistent offerings and simplified management at scale.
Multi-category catalog of certified services
The catalog is organized into distinct categories including home, mobility, everyday life, and entrepreneurship for retail customers, as well as daily operations, growth strategy, and human resources for business customers. Every partner is rigorously vetted.
Physical and digital omnichannel journeys
The platform integrates natively into the banking network’s existing customer journeys. Branch advisors can activate Le Kiosque à Services when a need is identified, turning every banking interaction into a referral opportunity.
Tripartite customer service messaging
A three-level messaging system involving customer, partner, and operator enables the management of exchanges and disputes with the level of rigor expected from a banking group, while streamlining communication between members and service providers.
High-security private cloud integration
First integration of Origami Marketplace within a private banking cloud. A major technical and regulatory constraint resolved thanks to the architectural flexibility of the SaaS solution, without compromising the group’s data sovereignty requirements.
Review management and high-volume infrastructure
An integrated customer review management system reinforces member trust in partner selection. The infrastructure is designed to support the transactional volumes of a network serving 13 million customers.
RESULTS
A services marketplace operating at the scale of a major banking group.
A technical first in the banking sector. The integration of Origami Marketplace into Crédit Mutuel Alliance Fédérale’s private cloud is a first. It validates the solution’s ability to meet the most stringent data sovereignty requirements.
One back-office powering four distinct experiences. Managing two banking networks and two customer profiles from a single management tool represents a level of complexity rarely achieved, made possible by Origami Marketplace’s multi-front architecture.
Branch advisors as new marketplace touchpoints. By integrating Le Kiosque à Services into existing banking journeys, CM-CIC transformed every advisor into a referral relay, multiplying entry points to the platform without introducing an additional digital channel.
A project that continues to evolve. Tripartite messaging, high-volume management, and review integration illustrate the shared roadmap between CM-CIC and Origami Marketplace, reflecting a long-term co-development relationship that extends far beyond the initial deployment.
Your business deserves a marketplace that speaks to every one of your customers.
Like Crédit Mutuel and CIC, build a multi-network, multi-profile platform tailored to your needs, integrated into your existing information system and supported at every step by dedicated experts.
