Zagreb, 18 April 2018 – The new Erste Bank branch in Pula, at Marulićeva ulica 1, was formally opened today, with the interior design matching the new service model concept. This is the first fully transformed branch inside the project of adapting our business network to changes in the environment, as well as expectations and needs of our clients. In the long run, the retail network transformation project will include all 132 Erste Bank branches. Alongside the Bank in Croatia, the project includes all seven Erste Group countries with more than 2,500 branches. The aim of the project is to be proactive in providing our clients with a personalised service, while improving the customer experience.

The new service model concept places the focus on the relations with the client, their satisfaction in doing business with the Bank, and simple and transparent products and services. In addition to the advisory approach to clients, it also includes a change in the branch design. Branches are divided into several zones, including the welcome zone as the central place, where client is received and then sent further to one of the zones where they will get due attention depending on the reason of their visit. The new branch also has a self-service zone equipped with state-of-the-art devices, used to move transactions away from the tellers. Technology plays an important part in the new concept. Adapted to employees’ flexible workplace, it enables them to connect to the Bank’s partners using the video-chat technology.

“Client behaviour and habits are constantly changing and we have to keep up with technological changes both in our private and professional lives. Client have new and different demands and the role of Bank’s branches has changed accordingly. The business network transformation is one of the key pillars of our retail strategy. We are planning to transform four Erste Bank branches this year to fit the new concept, which includes the integration of employees, clients, technology, products and process, all with the same goal – to fulfil our client’s needs and accomplish the best user experience,” commented Zdenko Matak, Management Board member at Erste Bank.

The new branch in Pula spreads across 700 square meters at three floors. It is serviced by 25 employees and comes with a retail and corporate branch, entrepreneurship and commercial centre for financial counsel, and Erste S-Leasing retail and consulting site. Additionally, clients can use the self-service zone 24/7, with the Erste kiosk and the withdrawal/deposit ATM for retail clients, day/night treasury (DNT), Erste box and Erste Start Cash for business clients using the appropriate service.

On the occasion of opening the new branch, donations were presented to the Multiple Sclerosis Association of the Istria County, Daily Rehabilitation Centre Veruda and Alfredo Štiglić retirement home, in the total amount of HRK 30,000.