GENERAL MEETING DRAFT - Bankier.pl

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With regard to the Mass Market segment, in 2009 Bank Austria implemented a web-based tool for a
structured sales dialog, requested to every relationship manager to perform minimum once a year
for each of approximately 200,000 high potential Mass Market customer. In order to maximize the
sales importance of the CRM (customer relationship management) support, Bank Austria has refined its
Mass Market customer contact techniques through event-driven tools (e.g. due dates, customers who no
longer buy products, birthdays etc). Customers of Bank Austria with foreign currency loans have been
offered a dedicated information campaign: the target group has become aware of the risks of currency
fluctuation and volatility of repayment tools (mutual investment funds and unit-linked insurance policies).
The range of investment products on offer has continued to be able to meet the growing need of
Personal Banking segment customers to invest in simple, safe products including those with capital
guaranteed, supported by marketing and advertising campaigns. Bank Austria has issued a substantial
number of Bonds with characteristics of simplicity and transparency: 13 bonds with durations of 3 to 5
years which have reached a total volume of around €600 million. Bank Austria launched 5 USD-bonds for
customers who wanted to invest in foreign currency and 1 inflation-linked bond with capital guaranteed at
maturity. However, the increasing demand of customers to benefit from the growth of the stock markets in
an environment characterized by very low interest rates, especially in the second half of the year, gave
Bank Austria the opportunity to reintroduce the Pioneer Austria range of guarantee funds. In particular,
"PIA America Guarantee Fund" and "PIA Europe Guarantee Fund" due to their 7-year term, 100%
guaranteed capital and minimum return guaranteed at maturity recorded nearly €250 million of sales
volume.
In the insurance area, Bank Austria has expanded its range of products. It offered the product called
S.M.I.L.E Garant II (an index-linked single-premium, guaranteed capital and minimum return insurance
product), which in 2009 recorded approximately 3,000 subscriptions. Moreover Bank Austria has
continued to market two guaranteed capital insurance products launched in 2009: The Active Capital
Garantie 2019 with guaranteed repayment of 140% of capital invested at maturity and Active Cash
Garantie 2019 with guaranteed monthly repayments and a minimum guaranteed repayment of invested
capital at maturity, which achieved 10,000 subscriptions at the end of December.
In the Small Business segment, Bank Austria has continued to invest through the extension of the
Business Service Centers in three locations (Vienna, Salzburg, Carinthia). The 30% of small business
customers are served in a distance channel (via telephone), with positive effects in terms of reducing the
cost of service (57% lower cost of service), reactivation of low potential customers and increase in
customer satisfaction.
In 2009 Bank Austria continued to pursue the goal of becoming the first bank chosen by Affluent and
Small Business customers in Austria. An extensive training program was provided called “Solutions 4
Affluents" and "Solutions 4 Small Business" to ensure a consultancy service aimed at the diversification of
investments as an appropriate response to market changes and customer needs. In collaboration with
Frankfurt School of Finance and Management, Bank Austria has offered its consultants the opportunity to
qualify as "certified advisors”.
2009 CONSOLIDATED REPORT AND ACCOUNTS
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