Serving Individuals and Families
Online banking In Italy, customers can do their banking from home by using our
CountriesA Digital Signature service, which allows them to acquire Moneybox
active usersB
Italy 1,929,978 savings accounts, buy prepaid cards, apply for credit cards and use
overdraft tools, among other services. Moreover, UniCredit operates
Germany 446,079
a large network of sophisticated ATMs and multifunctional kiosks
AustriaC 400,000
(3,950 in total), while its website receives roughly seven million
Poland 1,224,978 unique visitors per month. More than 1,9 million customers do
Bosnia and Herzegovina 7,872 their banking with us online.
Bulgaria 83,462
Croatia 213,000 In Germany, we also focused on developing and delivering
Czech Republic 125,000 remote advisory services, and launched the following models
Hungary 178,702
in 2012:
• Videoadvisory@Branch: piloted in northern and western
Kazakhstan 23,445
Germany, this project allows customers and their relationship
Romania 59,000 managers to contact real estate financial experts remotely for
Russia 114,000 additional support
Serbia 28,478 • Videoadvisory@Home: customers can contact their bank advisers
Slovakia 124,496 by video call, via our online banking or public website, from 8:00
Slovenia 22,000 a.m. to 10:00 p.m. Launched in the second quarter of 2012, more
Ukraine 30,155
than 1,100 clients tried the video advice
A. In CEE countries, data include individual customers and small enterprises.
In Croatia, we launched our e-branch service, allowing customers
B. Definition and recording methods are not completely aligned across all countries.
C. Austria data include individual customers and small and medium enterprises as of to connect with our e-bankers at a remote branch that has longer
September 30, 2012. working hours than their regular branches; the service is accessible
by internet, e-mail or telephone.
We are carrying out our multichannel strategy in all of our
countries, and will continue our efforts in the future to: We are creating a similar service in Slovakia called Branch
• commercially enable all communication channels Around the Clock. This virtual branch will provide services
• manage customer relationships using multiple channels in a through our remote relationship managers (RRM), allowing
coordinated way customers to liaise with their own RRMs via video calls, e-mail,
• migrate transactions to self-service channels and branch ATMs online chat and telephone. We aim to transition 3,000 clients
• provide clients with new innovations and simplify their lives to this virtual branch by 2014, with more transfers scheduled in
through such conveniences as mobile banking the future.
More time for your time
UniCredit clients have at their disposal a set of easy, fast and convenient tools for executing banking operations, which leaves
them with more spare time for themselves.
ANSWERS
MINUTES MINUTES MINUTES MINUTES
ONLINE MOBILE TELEPHONE ATM BRANCH
Source: Eurisko. Research conducted on 400 UniCredit clients about their subjective feeling on how much time they save when using different services of multichannel banking.
34 2012 Sustainability Report · UniCredit