Annual Report 2010 - ProCredit Bank

Branch Network 27
tegic, often densely populated neighbourhoods.
The service points are designed to be convenient
places for both private individuals and enterprises
to do their day-to-day retail banking business, but
do not process loan applications. Before deciding
which branches should be converted into service
points, the bank performed a careful analysis
of the market potential and available resources
in each location. During 2010, a total of 19 new
service points were created, while 22 branches
were closed in order to concentrate the available
resources in locations where they could make the
greatest impact on service quality.
Also in line with the shift towards a more pronounced
customer focus, improvements were
made to the interior design of the branches. Client
advisers’ desks are now located in areas separate
from the front office, providing individual spaces
for confidential negotiations. At the same time,
separate cash booths have been abandoned in favour
of a “one-stop” system, allowing customers
to conduct both cash and non-cash transactions
at a single front office desk, located conveniently
near the entrance.
Our retail services include debit and credit cards,
which both business clients and private individuals
can use to withdraw cash at any of our 151
ATMs, nine of which were installed in 2010, or to
make cashless purchases using POS terminals
operated by local merchants. During 2010 we installed
76 new POS terminals at our business customers’
premises, bringing the total to 538.
In 2011 we plan to continue to optimise the new
branch network model by relocating several more
branches to new locations better suited to their
purpose and the scale of their business. We also
expect to reinforce the image of the Business Centres
as competence centres offering specialised
services, such as EU credit programmes, energy
efficiency lending, etc.