• The Bank launches a new model of cashless service in several cities in the country

UniCredit Bulbank has opened its first completely cashless branch in Sofia. The new location of the bank in Krasno Selo residential district has been designed and implemented according to a new work model. The innovative format has been created in accordance with the permanent changes in the behavior of customers, whose visits to the bank are increasingly motivated by the need for consultations or the purchase of banking products and services, and cash transactions are carried out at ATMs in modern 24/7 zones for self-service. By the end of the year, the bank will introduce the model in 10 more points of presence in the country.

The launch of the bank's innovative cashless offices is in response to trends reported by the financial organization's team in consumer behavior over the past 10 years. UniCredit Bulbank’s data shows a drastic reduction in cash desk operations by 64%. According to the queue management system, the number of tickets for consultation in the branches has doubled compared to tickets for cash desk, namely 42% in 2022 compared to 24% in 2013. At the same time, after the construction of self-service zones in a large part of the bank's offices with 24/7 access, there is a drastic increase in ATM operations by 150%, and cash volumes have increased 7 times. 

"The establishment of bank’s cashless offices provides flexible and innovative service solutions and improves the customer experience. At the same time, the employees in the branches show a stable trend of increasing productivity and efficiency, as the measurement of daily activity shows that 60% of the time is spent on consultations and after-sales service compared to engagement in cash and operational service. We are happy that the new cashless branches give us the possibility to change the ratio between the positions in the team, as employees with cash desk duties get the opportunity to redirect to sales activity and feel more satisfied with their work", commented Ekaterina Kirilova, Director of the Branch Network in Unicredit Bulbank.   

With the introduction of the cashless service model in branches in the country, UniCredit Bulbank takes a decisive step in the digital transformation of banking services and improvement of customer experience and satisfaction.

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Additional media information:

Ekaterina Ancheva, tel +359 894 518 193 , flbufsjob/bodifwbAvojdsfejuhspvq/ch

Darina Radoslavova, tel +359 887 505273, Ebsjob/SbeptmbwpwbAVojDsfejuHspvq/CH