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
Agile E-banking CLICK TO WATCH
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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
STRONGER TOGETHER InfoSoft Systems, specialized in system integration, provides technological consultation, implementation and support services to small, medium and large size organizations. One of first ICT companies, Infosoft Systems has become a regional leader. With over 300 employees in Albania, Kosovo, North Macedonia and several international partnerships, its collaborative approach delivers innovative solutions. InfoSoft Systems is part of the larger InfoSoft Group, which comprises 15 business units. LEARN MORE
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