Raiffeisen Bank Kosovo April 2020

A SUPERIOR CUSTOMER EXPERIENCE IN ASSOCIATION WITH

RAIFFEISEN BANK KOSOVO

DIGITAL REPORT 2020

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A SUPERIOR CUSTOMER EXPERIENCE WRITTEN BY

WILL GIRLING

PRODUCED BY

JAMES PEPPER

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RAIFFEISEN BANK KOSOVO

Shukri Mustafa, COO/CIO of Raiffeisen Bank Kosovo, describes the bank’s mission to use continuous innovation to improve the customer experience

T

he story of Raiffeisen Bank Kosovo (RBK) begins in 2002, when the Austria-based company Raiffeisen Bank International

AG (RBI) established itself in the territory.

Following the 100% acquisition of the American 04

Bank of Kosovo’s shares, RBI rebranded it with its current name in 2003. Offering its individual and corporate customers a wide variety of products and solutions, including financial services, asset management and loans, RBK also prides itself on an innovative approach to banking, which ensures its clients receive the highest-quality experience possible. Leveraged through careful research of the latest technology and strategic investment in its IT and Operations departments, RBK’s thoroughly modern outlook was awarded the first Registered Quality Assurance ISO 20000 certification in Kosovo.

Heading up RBK’s digital transformation is Shukri Mustafa, Chief Operating Officer and Chief Information Officer. Coming from a financial, insurance and banking background, Mustafa’s previous

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RAIFFEISEN BANK KOSOVO

“ We are upgrading our core banking system, which will help our front line staff know our customers better by having the analytical CRM in front of them”

experience as an entrepreneur, non-profit manager and relationship manager illustrated to him early on how important linking the customer experience with technology is. When he became a member of RBK’s board in 2007, the Bank implemented a three-point-plan to drive the changes it considered to be necessary: updating out-dated systems, creating an infra-

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— Shukri Mustafa, COO/CIO, Raiffeissen Bank Kosovo

structural shift and introducing new business applications. “The legacy of our systems made us consider ‘if we

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want to be at the cutting-edge and

Mustafa expounds. “We are upgrading

ready ourselves for the digital changes

our core banking system, which will

that the market will require, RBK will

help our front line staff know our cus-

need to change’,” he says. “So, that’s

tomers better by having the analytical

where we started.”

CRM (customer relationship manage-

Introducing a suite of new electronic

ment software) in front of them.” RBK

services, including e-banking and

has also introduced Viber banking - a

mobile banking, RBK fully embraced

cross-platform IM (instant messag-

the digital era by providing its custom-

ing) application - which enables the

ers with next-gen communications

company to give its clients convenient

and intuitive services. “We introduced

access to necessary services, such

chatbots to assist customer service

as account information, processing

and gain a better understanding of

transactions, balance enquiries and

what people think about our products,”

statement history. Viber also gives w w w.ra i f fe i se n- ko sovo. com

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open doors and encourage new stu-

Looking ahead to 2020 and beyond,

dents to work for us. We achieve that

RBK, like every bank, must explore

by introducing fresh ideas and ways of

ways to retain its customers and attract

working that young people would like

new ones. “It’s hard to try and market

to see.” The bank is also organising

for Generation X and Y. RBK is meas-

‘hackathons’ at the university, wherein

uring itself at all times to guarantee

students can experiment and explore

customer satisfaction and keeping the

the potential of data analytics. The

organisation alert and agile,” Mustafa

bank’s spirited attitude also led to it

says. This makes defining a clear

recently employing QR coupons in

corporate strategy and liaising closely

stores, utilising augmented reality

with partner companies absolutely

through a downloadable app, in order

essential. Collaborators like InfoSoft

to make banking a more enjoyable,

Systems and Temenos , providers

interactive and fun experience.

of specialised system integration

E XE CU T I VE PRO FI LE

Shukri Mustafa Shukri Mustafa is a Board Member and Chief Operation Officer at Raiffeisen Bank Kosovo. He is responsible for IT and operations management in the bank. Mr Mustafa leads agile teams that deliver measurable results using tools such as Agile module and Canban. He has twelveyears’ experience in managing operations and IT in his current role. He is also a consultant in Raiffeisen Bank Albania for Operations, IT Area, Project office, Cost Management, Facility Management, Lean Management and IT Security.

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“ RBK is measuring itself at all times to guarantee customer satisfaction and keeping the organisation alert and agile” — Shukri Mustafa, COO/CIO, Raiffeissen Bank Kosovo

solutions, have been essential in helping RBK shape its approach. “As a bank, we invite our partners to sit with us so that they can understand what we want, conduct market research for us and come up with different ideas,” he explains. “InfoSoft Systems and Temenos go further: it looks at things from the client’s perspective and helps us stay one step ahead.”

When asked how he would characterise his methodology for implementing digital transformation, Mustafa says that it’s based on offering w w w.ra i f fe i se n- ko sovo. com

RAIFFEISEN BANK KOSOVO

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“ We want to become the most recommended financial service group on the market”

RBK the opportunity to engage with its customer base in a revolutionary way via personalised promotional activities.

Displaying a keen awareness that the symbiosis of people and technology can yield highly successful results, RBK has become a champion of innovative fintech startups and emerging talent within the sector. A platinum sponsor of the University for Business

— Shukri Mustafa, COO/CIO, Raiffeissen Bank Kosovo

and Technology, Mustafa explains that the company is dedicated to investing in the people who will help to shape the bank going forward. “RBK wants to

encryption. Account fraud, transaction monitoring, data leakage prevention, incident handling, threat intelligence - these are things that clients aren’t directly aware of, yet they’re vital to making clients feel safe when they use our digital channels.”

Although investing in the newest technology can yield a more modern experience, what RBK is achieving is a rare feat: a service which feels personal, secure and cutting-edge.

Its corporate culture, which prioritises delivering superlative customer experience, is what helps set the bank apart from its competitors. RBK is striving to unite its customers with the superior customer service and making

digital age’s greatest opportunities in

the banking procedure as easy as pos-

a way which feels innovative and fresh.

sible. Whether it is through the use of

“Making sure the customer has an easy

artificial intelligence or machine learn-

experience is very important to us,”

ing software to make data easier to

Mustafa concludes. “The customer

navigate or enhanced security features

experience is RBK’s mission and its

to put customers at ease, RBK is con-

vision. We want to continue to be the

stantly exploring people-centric ways

number one Bank in Kosovo”.

of modernising its products. “We have introduced fingerprinting, face recognition and biometrics,” he explains.

That’s on the side our clients see, but, behind the scenes, we also invest a lot in security - especially on data w w w.ra i f fe i se n- ko sovo. com

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RAIFFEISEN BANK KOSOVO ROBERT DOLL , 99 PRISHTINA KOSOVO 10,000

P0WERED BY

T +383 38 222 222

www.raiffeisen-kosovo.com