Annual Report 2001 - Landesbank Berlin

Branch banking
in the Berlin region
In the Berlin area, business with retail clients is managed with the
brands Berliner Bank, Berliner Sparkasse, ALLBANK, Landesbank
Berlin and Weberbank. It is based on a comprehensive network of
branches, complemented by modern direct sales channels. The modernisation of
the sites already underway, which promotes communication with clients, is continuing.
Within the framework of the individual advice we offer to our clients at the
branches, provisions for old age play an important role, not least due to the
reforms in state support as a result of the “Riester Pension”. Corresponding information,
sample statements and product ranges from our cooperation partners
have been included in the comprehensive finance and asset planning. Information
to clients about the euro, the procedure for introducing euro notes and coins and
the security features of the new currency formed additional focuses in the past
year.
As expected, usage of our internet and telephone banking services is
Electronic sales channels
increasing. Consequently, our call centre is used by 395,000 clients
(previous year 370,000). The number of internet users at Berliner Bank and
Berliner Sparkasse rose from 195,000 to 270,000 in 2001. The number of website
hits doubled over the course of the year to just under half a million. The increase in
internet banking in particular shows that this form of transaction is becoming more
widely accepted by all client groups. In 2003 at the latest, the number of internet
users is likely to exceed the number of call centre users for the first time.
The range of online services was once again increased in 2001. A significant milestone
was reached with the launch of the online brokerage. Accordingly, our clients
have access to their securities portfolio at all times regardless of where they are. In
the current year, the launch of the web branch is set to provide our clients with a
modern, virtual branch. Familiar transaction possibilities will be more closely
interlinked in the web branch and supplemented with information and other services,
thus completing our multi-channel strategy.
16 RETAIL BANKING