Within the next 5-6 years the use of alternative banking channels is expected to grow several times.

Banks are changing because of the change in consumer behavior and preferences. Banking in the last 500 years has not changed, but the way in which banking is carried out has changed. This is the main conclusion drawn at the Financial Forum “Innovations”, organized by the Bank of the Year Association and the Higher School of Insurance and Finance.

“We are putting efforts to be the most innovative bank and are ready to invest and to be the best on the market. Within the next 5-6 years the use of alternative banking channels is expected to grow several times”, commented Levon Hampartzoumian, UniCredit Bulbank CEO.

Tsvetanka Mincheva, Head of Retail Banking at UniCredit Bulbank, presented interesting statistics about the channels used by customers to work and communicate with the bank. “Surprisingly or not, more than ¾ of this communication takes place outside the traditional branches, despite the fact that their role still remains crucial. 7% of the contact with the customers of the bank takes place over the phone, 10% via the web page, 21% in the branches, 28% via ATMs and 34% via mobile and online banking”, said Mincheva.

According to latest data, 7.1 billion people on the planet have a total of 5.1 billion mobile devices. Smartphones account for nearly half of the sales via mobile devices, whereas sales via tablets exceed sales via PCs. Although the use of mobile devices in Bulgaria is still at lower levels compared with the other European countries, forecasts by the U.S. company “Norway” estimate that by the year 2017 smartphones will be 97.6% of all mobile phones worldwide.

“The mobile banking of UniCredit Bulbank for the last two years alone has attracted 40 thousand of users, which indicates a rapid adoption of new technologies”, added Tsvetanka Mincheva. She also explained that branches are changing and are becoming more and more focused on consulting and operations with a high added value.

Recently, UniCredit Bulbank has opened a new branch under the concept “Branch of the Future”. After the opening of the first Branch of the Future around a year ago, visits to it have increased by approximately 60%. Besides increasing the flow of customers, this innovative branch registers 93% higher customer satisfaction.

UniCredit launched the Branch of the Future project to meet the needs of its customers who are looking for new technological solutions and convenience, but at the same time consider that the contact with the banking advisors at the branch is indispensable.

The creation of this branch brought a great number of recognitions to UniCredit Bulbank and it was the only bank in Reuters’ ranking for the most innovative projects in the financial world.

“With the penetration of technology the greatest challenge is first to determine which type of technology will be the most profitable one to develop, and second – to actually be able to realize our projects“, pointed out Mincheva.

More information for clients:

UniCredit Bulbank, Call Centre

Phone: 0700 1 84 84

More information for media:

UniCredit Bulbank, Identity & Communications Department

Viktoria Blajeva, Phone: + 359 2 9264 993, wjlj/ebwjepwbAvojdsfejuhspvq/ch

Ekaterina Ancheva, Phone: + 359 2 9264 963, flbufsjob/bodifwbAvojdsfejuhspvq/ch

Magdalena Ivanova, Phone: + 359 2 9232 528, nbhebmfob/jwbopwbAvojdsfejuhspvq/ch