Annual Report 2012 - Raiffeisen Bank Kosovo JSC

Given the focus on delivering value-added services, Raiffeisen Bank Kosovo continued to invest in technology by
upgrading its business E-Banking solutions, enabling customers to pay taxes, pensions and customs duty 24/7 at their
most convenient times and places. In addition, the Bank continued to strengthen relationships with its strategic customers
by offering high quality services tailored to their needs.
Sales Management, through the Customer Relationship Management tool (oCRM), continued to ensure an efficient sales
process while having structured and up to date customer information enabled better account planning and meeting the
time constraints of the customers’ needs. In addition, Raiffeisen Bank Kosovo continued to strengthen its product mix and
diversify income sources based on the financial market and the customer’s needs, with the goal of achieving synergy
between customer service and financial product service. The Bank’s leading market position, size and know-how gives
Raiffeisen Bank Kosovo the unique advantage of being able to meet complex financial needs, making it the bank of
choice for its customers.
Small Enterprises
Small Enterprises (SE) are very important for the development of the Kosovo economy, therefore Raiffeisen Bank Kosovo
continued to offer services and the financial support that these customers need in order to successfully expand their
operations. With respect to the financing requirements of Small Enterprises, the Bank further supported its existing Small
Enterprise customers with competitive conditions. In addition, we continued to offer a high level of service and financing
for newly acquired Small Enterprise customers. Considering the growth of the Small Enterprises through continuous
financial support, during 2012, ten customers from the SE segment have been transferred to the larger business segment
of Corporate with a total exposure of € 3 million.
In order to increase the efficiency and service quality toward Small Enterprise customers, Raiffeisen Bank Kosovo has
restructured the Small Enterprise business segment. It is now divided into three regional zones; three Regional Account
Managers and 13 experienced and successful SE Relationship Managers within Raiffeisen Bank Kosovo are now
professionally servicing the Bank’s customers in a regional level. Thanks to the continuous trainings and investments of the
Bank in SE Relationship Managers, they are all specialized in the fields of financial analysis and customer counseling.
Raiffeisen Bank Kosovo introduced a risk based pricing module during 2012. This new module permits the risk
of customers to be more specifically priced. Furthermore, the Bank continued to encourage small businesses to
increase their transparency as well as continuing transactional business by using E-Banking. Priority was also given to
strengthening the relationship with existing customers and developing long term relationships with new ones.
With respect to the financing requirements of the small sized companies, the Bank continuously adapts its offer to the
needs of the market. During 2012, as a result of recognition of the customers’ excellent relationships with the Bank,
the Bank introduced an attractive product: a working capital line with very competitive criteria. In addition, in order
financing this very important sector of the economy which will enable small enterprises in the agro industry to further
develop the sector to improve its structure.
Thanks to the continuous commitment to Small Enterprise customers, Raiffeisen Bank Kosovo continued to be among the
leading banks in the market in the small enterprises segment, having approximately 35 per cent market share.
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Addresses Glossary Financial Statements Segment Reports Overview Macroeconomic Environment RBI Vision and Mission Management Board Introduction