When implementing digital services, developing digital products and working with customer experience, the OTP Bank team correlates its approaches with 4 aspects of customer values. This was stated by Oleg Klymenko, Member of the Management Board of OTP Bank responsible for retail business development, during the conference DIGITALIZATION BANKING: the next stage – 2024, organized by the International Financial Club BANKIR.
“OTP Bank is working to improve customer satisfaction in four aspects: functional, emotional, life-change, and social. Most of the competition in banking digital services takes place at the first level – functional. But when you have an operational base, you can start working with emotions,” he said.
According to the banker, the Bank’s Information Center uses AI technologies to analyze customer emotions. “We distinguish 8 different emotions, and when a customer calls, we track their mood by the timbre of their voice. This is necessary for the manager to understand the interlocutor as correctly as possible, because where there is human-to-human interaction, sometimes there can be misunderstandings. Instead, artificial intelligence allows the operator to better navigate the situation,” emphasized Mr. Klymenko.
Life-change, according to the banker, helps customers learn how to use new products that improve their living standards. “One such example is the online purchase of government bonds in the OTP Bank UA app. This is the most convenient and comfortable way to get acquainted with this instrument of investing in government bonds,” emphasized O. Klymenko.
Accordingly, the life-change level allows customers to move to the social level. “OTP Bank cooperates with the prosthetics center Superhumans Center. To raise funds, we held two charity auctions, one of which was fully implemented in the app. It’s like a game, because each auction contains a game element combined with a social mission,” he said.
According to internal research, the NPS level at OTP Bank increased by 8% in 2023 and amounted to 58%. 93% of the surveyed customers are satisfied with the work of the Information Center operators, and 97% with the work of the branch employees.
As a reminder, the charity Christmas auction held in the OTP Bank UA app raised UAH 5.8 million. All the funds were transferred to the Superhumans Center to provide prosthetics to Ukrainians.
Fozzy Group has opened the first medical center under the Doctor Sam brand, the group’s press service reports.
It is specified that the first medical center is located in the Respublika Park shopping center (Kyiv, 1 Kiltseva Road).
“Fozzy Group continues to grow and open new businesses to share its best features, namely hospitality and care for employees and guests in the healthcare industry. Doctor Sam is not just your doctor, it is your reliable partner in maintaining your health,” Sam Aganov, the founder and CEO of Doctor Sam Medical Center, outlined the main mission of the medical center.
Doctor Sam is a multidisciplinary clinic with international standards of quality of medical services and care. The areas of work include outpatient consultations with doctors, diagnostics, pregnancy support, day care, preventive vaccinations, etc.
Fozzy Group is one of the largest commercial and industrial groups in Ukraine. The group’s business interests include retail (more than 690 outlets), food production, banking, IT, logistics, tourism and restaurant business.
The company develops retail chains of various formats: Silpo supermarkets, Fozzy Cash & Carry wholesale hypermarkets, Fora convenience stores, Thrash! discounters, Bila Romashka pharmaceutical supermarkets, Ringoo personal electronics stores, Boulangerie, Escobar, Positano, Who&Why Drinkery restaurants. The agribusiness specializes in crop, livestock and vegetable production. Other businesses include Vostok Bank, TemaBit Fozzy Group, UVK logistics operator, Silpo Voyage travel agency chain, and APOLLO NEXT sports club chain.
According to Opendatabot, the founder of Silpo-Food LLC is PJSC Closed Non-Diversified Venture Corporate Investment Fund Retail Capital (100%, Kyiv), with Volodymyr Kostelman as the ultimate beneficiary.
In 2023, TAS Insurance Group (Kyiv) concluded 2.455 million insurance contracts, of which 1.388 million were for voluntary insurance and 1.067 million were for compulsory insurance, according to the company’s website.
According to the insurer’s reports, 2.284 million of all issued contracts were concluded with individuals and 170.016 thousand with legal entities.
Last year, TAS issued 1.075 million new policies of compulsory motor third party liability insurance (MTPL), which is almost 20% more than the corresponding figure for 2022, and 242.6 thousand voluntary motor third party liability insurance contracts (+38%).
Sales of motor hull insurance also increased by 32%, with 91,130 thousand motor vehicle insurance contracts and 81,977 thousand travel insurance contracts concluded.
In addition, over the past year, the insurer issued 11,680 thousand property insurance contracts “Full Housing Protection” and 356,652 thousand car insurance contracts “Full Auto Protection”, which is 20% higher than the corresponding figure for 2022.
The company also notes that 1.152 million customers have entrusted their insurance coverage to it, which is more than 122 thousand more than in 2022.
TAS Insurance Group was registered in 1998. It is a universal company offering more than 80 types of insurance products in various types of voluntary and compulsory insurance. It has an extensive regional network of 28 regional directorates and branches.
Number of vacancies as of 01.12.2023 (thousand units) according to data of state employment center
Source: Open4Business.com.ua and experts.news
OTP Bank intends to become a hub for the distribution of grants from international financial partners and access to preferential lending programs for business. This was stated by Volodymyr Mudryi, Chairman of the Board of OTP Bank, at the conference “Finance for Business in Time of War” organized by the European Business Association and the Independent Association of Banks of Ukraine with the support of international donors – the USAID Project “Investing for Business Resilience” and the IFC Project “Asset Based Finance”, implemented in partnership with the State Secretariat for Economic Affairs of Switzerland (SECO).
“OTP Bank plans to become a hub for international grants for business, remaining a reliable partner for international financial institutions that play a crucial role in the resumption of lending. USAID, IFC, and EBRD have enormous capabilities and significant capacity. And we need to tell entrepreneurs about this as much as possible,” said Mr. Mudryi.
During the conference, V. Mudry called on the banking sector, international partners and the state to engage in an active dialogue on the implementation of joint projects to revive lending.
“If you look at the statistics, since July 2023, the loan portfolio of banks has been constantly growing. But we also know that a huge part of this growth is provided by government programs of subsidized loans “5-7-9%,” the banker emphasized.
In his opinion, the macro stability ensured by the NBU, the predictability of the exchange rate, inflation, GDP growth and bank liquidity encourage us to move to a new stage of cooperation for the development of the economy. “Our goal is to work out new approaches to further development of lending, financing and co-financing of entrepreneurs. And we cannot do it without direct dialog with business,” summarized V. Mudryi.
As a reminder, OTP Bank is already implementing a number of projects with international organizations. In particular, a grant program with the U.S. Agency for International Development USAID, under which it provides targeted financing to small and medium-sized businesses to replenish working capital. It also offers investment loans to SMEs with a possibility of reimbursement of up to 20% of the funds received under the program with the European Bank for Reconstruction and Development (EBRD). OTP Bank cooperates with the International Finance Corporation IFC under the Risk Sharing Program agreement to provide financial support to enterprises in key sectors of the Ukrainian economy, especially in the agricultural sector and women-owned businesses.
The total number of transactions through the international financial service system NovaPay, part of the NOVA group of companies, reached 354 million in 2023, up 31% year-on-year, and their value increased by 41% to UAH 235.5 billion, NovaPay said on Wednesday.
“In 2023, the company received an expanded NBU license, which allows it to provide more services to customers, and launched a beta version of the mobile application. All of this is to be even faster and more convenient for customers,” commented Igor Prikhodko, CFO of NovaPay.
It is noted that the company recorded an increase in the share of non-cash payments from 50.1% in 2022 to 53.4% in 2023.
According to NovaPay, the list of the most popular services, in addition to traditional transfers, also includes utility bills, card replenishment and cash withdrawals, and international transfers as aid for Ukrainians.
It is noted that in 2023, NovaPay transferred UAH 1.2 billion to the country’s budget, which is 44% more than in 2022.
NovaPay has been providing online and offline payment services for almost 12 years, currently in more than 3.5 thousand Nova Poshta branches. According to the NBU, the company accounts for 35% of the total volume of domestic money transfers.
