Supporting the shift to a cashless society
Keeping clients at the centre of everything we do means listening to their needs – not just about what we deliver but also how we deliver it.
The opening of UniCredit Bulbank’s first completely cashless branches in 2023 is a good case in point. This innovative format is a direct response to changing customer behaviours in Bulgaria, with visits to the bank now increasingly motivated by the need for consultations or the purchase of banking products and services. Research showed cash desk transactions down by 64% in recent years, and our new cashless branches have enabled us to evolve the roles of team members to meet customer needs more precisely.
The first cashless branch was opened in the Krasno Selo residential district of Sofia, with a further 10 branches following later in the year. UniCredit Bulbank’s shift towards a cashless society marks a decisive step in the digital transformation of banking services, improving the customer experience and increasing satisfaction.
The establishment of the bank’s cashless offices provides flexible and innovative service solutions and improves the customer experience. At the same time, the employees in the branches show a stable trend of increasing productivity and efficiency, as the measurement of daily activity shows that 60% of the time is spent on consultations and after-sales service compared to engagement in cash and operational service. We are happy that the new cashless branches give us the possibility to change the ratio between the positions in the team, as employees with cash desk duties get the opportunity to redirect to sales activity and feel more satisfied with their work.”
Director of the Branch Network at UniCredit Bulbank