Embracing innovation and opportunity for customer service


Turning 30 feels, to quite a few, like the start of a little something new. It is a moment to embrace a more mature outlook, to take into consideration the past when on the lookout to the upcoming. This holds true for institutions, just as it does for individuals – or at least that’s the circumstance for Bulgarian establishment Postbank, this 12 months celebrating 3 decades because it was established.

It is been a tumultuous 18 months, but Postbank has navigated the issues of the pandemic thanks to its versatility, motivation to personalised services and willingness to study. Drawing on its 30 yrs in the international banking area, the establishment is now searching to the future 30.

Globe Finance spoke to Petia Dimitrova, CEO and chairperson of the bank’s administration board, about embracing digitalisation and supporting Bulgarian entrepreneurship heading forwards.


In 2021, Postbank celebrated its 30th anniversary. How would you explain the past yr?
In 30 years, Postbank has verified alone as 1 of the most prosperous banks in Bulgaria, an fantastic lover, employer and socially dependable corporation. We have solidified our situation as an establishment that buyers trust, possessing expended the final 3 a long time opening up a universe of new opportunities to them.

Many thanks to this shared have faith in we are 3rd in phrases of financial loan portfolio and the fourth premier financial institution in Bulgaria in conditions of assets and deposits, with a market share of in excess of 10 %. We boast additional than 200 branches nationwide and, more than the very last 5 years, we have acquired more than 100 awards for our electronic improvements and items, as effectively as for our solutions and social obligation policy.

These electronic methods are incredibly intuitive, earning banking quick, nice and rapidly

The pandemic after once more shows us that what ever programs we may perhaps make for the long term we can by no means foresee what will materialize in truth. Life does not prevent – shoppers will need instant options, not types that take months or months. Planning is important – we’ve figured out that we want to have tailored remedies at the prepared so that shoppers come to feel they are benefiting from a own approach.

There is no question that now, a calendar year and a 50 percent afterwards, have confidence in in the Bulgarian banking technique is larger than ever in advance of. All the indications level to the truth that, in spite of the problems we face jointly, the banking method is and will be an important variable in the put up-crisis recovery period. Recent months have proven us that adjust is doable – in terms of how and in which we get the job done, shop, talk and rest. I hope we can go on to find out classes from the several examples of constructive adjust we have noticed considering that the pandemic started.


The COVID-19 crisis stimulated digitalisation. What unique solutions and providers have you made available your buyers in the course of this period?
Excellent buyer encounter stays a priority. Buyers anticipate and call for us to assist their ideas even speedier and by way of the most hassle-free channel – the electronic one.

Pursuing the elevated lively use of digital channels by the bank’s shoppers, the complete share of transactions carried out on-line on an annual basis achieved 78 % at the stop of 2020 as opposed to 22 per cent carried out in a department. The growing development in creating the bank’s digital channels is also verified by yearly usage knowledge, with the m-Postbank cellular application observing the most sizeable maximize in use. Above the very last yr, the quantity of active people of the app grew by 60 percent and the complete variety of transactions carried out elevated by 50 % as opposed to 2019.


What traits do you notice in conditions of consumer requests?
Our purchasers want a particular method – they want to have access to their dollars at any time and in any location, to get a personally designed provide and to feel exclusive. We strive to know our customers as effectively as possible and supply them personalised solutions and solutions primarily based on their behaviour and preferences.

As digital payment providers proceed to increase, most companies will be concentrating their endeavours on prompt payments. This is a enormous challenge for us all and 1 we are ready to facial area many thanks to an enjoyable innovation we just lately released – our electronic wallet. I am specified it will be a new, unique and impeccable experience for consumers looking for the ideal answer for running their particular funds.

Customers transfer the contents of their bodily wallet, digitally, to their cellular mobile phone. They have the prospect to insert all of their cards, and the huge range of capabilities offers instant lively accessibility to their resources, indicating that they can deal with them 24/7. These digital methods are really intuitive, building banking uncomplicated, nice and fast. You conserve not only time but also money, due to the fact the service fees for digital transactions are reduced.

A person of the major investments and innovations we’ve introduced at Postbank is our electronic self-assistance zones. These are regions inside of our branches in which buyers can carry out most of our major banking transactions them selves without the need of owning to be registered for on the net banking.

They just use a debit or credit rating card to discover on their own. Electronic zones are previously performing in 41 branches throughout 20 cities nationwide and a lot more locations and support updates are still to be unveiled. Now they are recognised as a most popular substitute to other in-department companies.


What lies ahead for Postbank in 2021?
Other than revolutionary electronic merchandise and products and services, we at Postbank proceed concentrating our initiatives and money in supporting projects with authentic included value for culture. We consider that one particular of the best gains we can provide will be setting up awareness of the want to adjust life for the far better.

For the 3rd yr in a row we are taking part in the ‘dare to scale’ venture – a 4-month programme for development aimed at entrepreneurs and businesses already earlier their original development stage and currently concentrating on their functions. The programme is organised by the Bulgarian office environment of the world-wide entrepreneurial network, Endeavor, with Postbank as the main associate.

It is extremely essential for us to be element of this procedure, to assistance the ambitions of organizations looking for to scale up their small business and as a result transform the overall ecosystem. The present moment provides an abundance of worries but it will be to our profit if they can aid increase our sustainability and nurture our ability to understand and expand.

We at Postbank will share the electric power of our experience and experience to aid them at the most important stage of their business’s enhancement. By partaking in partnerships like these, we embrace innovation and foster improved chances in the ecosystem as a full. Investment decision in entrepreneurship is section of the adjust that retains us relocating ahead.

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