VIENNA, Austria – October 30, 2018 – BAWAG P.S.K. is opening its first branch under the new design in Mödling. Across Austria up to 100 renovated branches will offer first-in-class advice and comprehensive expertise while focusing on the financial wellbeing of the customers. 3,000 customers contributed ideas and suggestions for the new branch design concept. David O´Leary, BAWAG Group managing board director for BAWAG P.S.K.'s retail business, summarized: “The investment into a complete redesign of our network, with the project name ‘concept 21’ is about serving our customers’ needs better. Specifically, we will return the space that been used for transactions and postal logistics to our customers in order to provide the best in advisory experience and financial products. 9 in 10 simple transactions today are done by self-service channels, yet branches remain critical to our customers. Customers of all ages prefer to have conversations with advisors for financial planning and deciding on how to prepare for life events. Therefore, we are building an environment and our teams to suit our customer’s needs, integrate across all of our contact points and provide digital experience enhancements and learning opportunities. The engagement of the customers and employees who helped creating the new concept was very impressive! We are also happy to have included numerous sustainability aspects such as barrier-free access and the 'paperless branch' in the new concept.”
New branch concept: being and feeling welcome
The new branch design immediately grabs the customers' attention. The clearly structured and open atmosphere provides a better orientation is an inviting venue for events. The new BAWAG P.S.K. branches offer different zones that address the different needs of current and potential customers. All zones have one thing in common: a focus on the customer's financial wellbeing. The bank is proud to have developed the design in cooperation with an internationally renowned interior design agency. Furthermore, customers and employees were involved in the development on a very broad basis in co-creation workshops.
Both open and discreet: comprehensive expertise and support from on-site advisors
In the branch, customers and guests can find their way intuitively in a bright and friendly environment. Our self-service terminals for daily transactions are located in open areas. There are comfortable seating units where customers can get detailed information or chat with advisors about financial matters while enjoying a cup of coffee. There are highly discreet areas for customers to discuss complex financing arrangements or personal investment matters too. "We are making our comprehensive financial expertise available in the new branches to ensure the financial wellbeing of our customers," explained Michael Dojacek, director of retail and small business sales at BAWAG P.S.K. "Our team in Mödling is dedicated to providing our customers with the assistance they need to skillfully manage their finances, to make profitable investments or to finance a new home."
Financial wellness: digital and personal advice go hand in hand
The advisory experience in connection with a strong branch network is one of BAWAG P.S.K.’s characteristics. Furthermore, the expansion of personalized and digital processes and platforms is a focus of the bank. We have already further developed our digital services very dynamically over the past years. Key financial products such as accounts, loans, and various savings agreements can be done online, and e-banking (online and mobile banking) has become a central transaction and service platform that is available whenever and wherever a customer needs it. "Our focus lies on our customer's needs. We believe, that a strong branch network where we provide sound advice in combinations with personalized and digital processes and platforms meets our customers’ expectations best. We are constantly improving our services and the customer experience to increase the use of our digital services and to intensify our customer relationships across all sales channels," Dojacek said.
Outlook: up to 100 newly designed BAWAG P.S.K. branches across Austria
After having ended the arrangement with the Austrian Postal Service, BAWAG P.S.K. will offer first-in-class advisory services in up to 100 newly designed branches across Austria. BAWAG P.S.K. will provide all financial services in the branches in the future, focusing especially on providing individualized advice to its customers. This concept is a reaction from BAWAG P.S.K. on the substantial changes in the banking needs of customers over the past years. More and more people are conducting their routine banking transactions electronically, either through online banking or financial apps. A recent survey also confirmed this trend, noting a continuous shift in transactions from the counter to online systems and self-service terminals in the first half of 2018. While the total number of transactions was almost the same as in the first half of 2017, BAWAG P.S.K. saw a 19% decrease in counter transactions since the first half of 2017, and such transactions now only account for 10% of all transactions. "When customers take the time to seek out for personal contact with their bank, they should profit from outstanding advisory services and customer care," Dojacek explained. Starting in November, BAWAG P.S.K. will also offer mobile agents who will come directly to a customer's home on request in rural areas. "We are currently working on a concept for our mobile advisory teams. The first 'mobile advisors' is supposed to start in November," Dojacek said. In addition to expanding its branch network, BAWAG P.S.K. is also modernizing its self-service zones. This will make it easier for customers to conduct their daily business.
Manfred Rapolter (Head of Communications, Spokesperson)
Tel: +43 (0) 5 99 05-31210
Tel: +43 (0) 5 99 05-32086
Tel: +43 (0) 5 99 05-32084
Photocredits: BAWAG P.S.K./APA-Fotoservice