Sektor za poslovanje sa stanovništvom - Raiffeisen Bank

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usluge podigne na viši nivo doprinijeli su da broj obavljenih transakcija u 2002. godini dostigne 103.238, što je povećanje za 67% u odnosu na prethodnu godinu. Po broju obavljenih transfera Banka je prva u Bosni i Hercegovini. Putem mreže agencija Banka je učinila dostupnim i usluge kako mjenjačnice tako i unutrašnjeg platnog prometa, otvaranja računa i štednih uloga na svim svojim šalterima čime je podržan koncept pune otvorenosti prema klijentu. Kanali distribucije i kvalitet usluge Uspješno prikupljanje slobodnih novčanih sredstava od građana kao i ostvareni obim kreditnih plasmana, te posebne pažnje vrijedan podatak o broju izdatih kartica, pored ostalog rezultirali su i željenim efektom generisanja novih klijenata. To ilustruje podatak o 98.067 novih klijenata u poslovima sa stanovništvom za 2002. godinu. Upravo je navedeno povećanje baze klijenata uz odgovarajuću informatičku podršku omogućilo da Banka u značajnijem procentu otpočne s unakrsnom prodajom svojih proizvoda za postojeće klijente. Kao dobar primjer za navedeno služi podatak da je 8.310 Visa Electron kartica izdato postojećim klijentima Banke koji posjeduju značajnu štednju, odnosno kojima su odobreni nenamjenski novčani krediti. Pored širenja POS i ATM mreže, povećanje procenta unakrsne prodaje te uvođenja prodaje putem vezanih proizvoda kredit-osiguranje gdje za primjer navodimo proizvod ”kredit s kasko osiguranjem”, Banka je tokom 2002. godine nastavila sa širenjem svoje poslovne mreže smatrajući i dalje poslovnu mrežu za najvažniji kanal distribucije proizvoda efforts in raising service quality to higher level contributed to the fact that number of performed transactions in 2002 reached 103.238, which is 67% increase in comparison to previous year. The Bank is the first one in Bosnia and Herzegovina in number of performed transfers. Through the network of its sub-offices the Bank made accessible services of exchange office as well as payments in the country, account opening and savings deposits at all its counters which supported the concept of full openness to customer. Distribution Channels and Service Quality Successful collection of retail cash funds as well as achieved volume of loan placements with special attention to number of issued cards are, among others, resulted in desired effect of new customer generation. This is illustrated by the information on 98.067 of new customers in retail banking in 2002. The above increase in customer base with respective information support provided the Bank to start significant percentage of cross selling of its products for existing customers. As a good example for the above, we can mention the data that 8.310 Visa Electron cards has been issued to existing customers of the Bank who have significant deposited funds or to whom non-special purpose loans were approved. Beside expansion of POS and ATM network, increase in percentage of cross-selling and introduction of sales through related products loan-insurance, as an example we can mention a product “loan with total insurance”, the Bank continued expansion of its business network in 2002 by considering still business network as the most significant distribution 27
28 Banke, pa je u skladu s tim broj poslovnih jedinica u sastavu naše mreže dostigao 27 na kraju 2002. godine. Ovim je Banka praktično imala najveću poslovnu mrežu u Bosni i Hercegovini. Uz maksimalno angažovanje na ispunjenju planskih kategorija permanentno je posvećivana pažnja započetom procesu podizanja nivoa usluge koji tokom 2002. godine dobija na intenzitetu. Ovdje se misli na to da je značajan broj službenika iz front funkcija prošao kroz obuku koja ima za cilj ne samo postizanje većeg kvaliteta usluge nego i obezbjeđenje standardnog kvaliteta usluge na putu ka savršenoj usluzi. Ostvareni rezultati ukazuju na ostvarenje strateških ciljeva i planskih kategorija u 2002. godini u svim segmentima poslovanja sa stanovništvom. channel for the bank’s products and accordingly the number of business units within the network reached 27 at the year-end 2002. With this the Bank had the biggest business network in Bosnia and Herzegovina. With maximum engagement in fulfilling the budgeted categories the attention was continuously paid to launched process of service level increase that during 2002 was intensified. Here we refer to the fact that significant number of front function employees attended training whose goal is not only to achieve higher service quality but also providing standard service quality on its track to superior service quality. The achieved results show fulfilment of strategic goals and budgeted categories in 2002 in all retail banking segments.
Page 1 and 2: 24 Štednja stanovništva Banka je
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Sektor za poslovanje sa stanovništvom - Raiffeisen Bank

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