Microbusinesses are a big growth area for UniCredit. In Bulgaria, greater digitalisation – supported by a streamlined contact, sales and service policy – has transformed how UniCredit Bulbank engages with microbusinesses, among other sub-segments. 

Compared to the same period in 2022, the first half of 2023 saw a 20.3% increase in new business, a 12% increase in the loan portfolio and an 18% boost to income.

A new approach – backed by a new business model – sits at the heart of this achievement, driving improved customer satisfaction and the productivity of relationship managers. The bank has optimised communication its digital channels, with the usage of digitally signed documents up by more than 300%, while a streamlined contact, sales and service policy is improving interaction with a range of sub segments. In addition, UniCredit Bulbank has improved efficiency through standardisation, simplification and automation – by launching and redesigning loan products – as well as through automatic monitoring and renewal processes.

To maintain the momentum, the bank has continued to build a talented team with greater expertise, for example via the introduction of a new position: Regional expert business, supported by a new training programme focused on sales skills and improved synergies across the bank’s activities. While maintaining the emphasis on sales activity and productivity, the bank also resegmented companies in the Corporate segment, launched an incentive scheme based on sales and personal results and established a small business management capability at HQ level.

Supporting the shift to a cashless society

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Enabling the introduction of the euro

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