Download - D4New Technologies in Retail Banking
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New technologies inRetail Banking
The 4th SouthEast Europe
Finance & Investment Conference
26-27 October 2004, Dubrovnik
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Retail banking market in Croatia
Retail customers: 3.1 million
Retail deposits: HRK 84.2 billion
Loans to Retail: HRK 59.1 billion
Debit and credit cards: 6.0 million
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Retail deposits
0
10.000
20.000
30.000
40.000
50.000
60.000
70.000
80.000
90.000
01.2000. 01.2001. 01.2002. 01.2003. 01.2004.
HRKmillion
FC time
FC savings
Kuna time
Kuna savings
Kuna demand
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Retail loans
0
10.000
20.000
30.000
40.000
50.000
60.000
01.2000. 01.2001. 01.2002. 01.2003. 01.2004.
HRKmillion
Other Retail loans
Housing loans
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Distribution channels
Branches
ATMs
POS terminals
Internet and phone banking
Mobile phone banking (mPay)
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Distribution channels
0
200
400
600
800
1000
1200
1400
1600
1800
Dec 1998 Dec 1999 Dec 2000 Dec 2001 Dec 2002 Dec 2003
Branches ATMs
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Branches
Still dominant over other channelsDirect sales - the most effective way of selling retailproducts
Improvement of branches in response to customers
preference for visiting branches and for personalrelationship
Key changes to branch design (modern look and feel,creation and wider use of zoning, greater use of
automation and technology)
175 PBZ branches
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ATMs
Number of transactions growing
Average amount rises
Number of customers switching to ATMs growingNew functionalities mobile top up
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Credit and debit cards
0
500
1000
1500
2000
2500
3000
3500
4000
4500
5000
1.9.2002. 1.12.2002. 1.3.2003. 1.6.2003. 1.9.2003. 1.12.2003. 1.3.2004. 1.6.2004.
Credit cards
Debit cards
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POS terminals
0
5.000
10.000
15.000
20.000
25.000
30.000
35.000
40.000
1.12.2000. 1.6.2001. 1.12.2001. 1.6.2002. 1.12.2002. 1.6.2003. 1.12.2003. 1.6.2004.
EFT POS
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Number of transactions per channels in PBZ
0
500.000
1.000.000
1.500.000
2.000.000
2.500.000
1.1.2001. 1.1.2002. 1.1.2003. 1.1.2004.
PBZ365
EFT POS
ATM
Branches
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PBZ Card Acquiring
Market leader in acquiring business on the Croatianmarket
- 10.260 POS terminals- 6.700 points of sale (merchant locations)
- 390 ATMs
All card brands acceptance
Amex, MasterCard, MasterCard Electronic, Maestro,Visa, Visa Electron, Diners, JCB, proprietary cards
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PBZ Card Issuing
More than 1.69 million cards issued as per September,2004 (pre-paid, pay now, pay later)
- Maestro debit cards (current acc.) - 860.000
- Visa Electron debit cards (FX acc.) - 215.000- Visa Business Electron debit - 125.000- MasterCard and Visa Classic revolving creditand charge cards - 40.000- American Express cards 400.000
- MasterCard co-brand football card- Visa Electron business corporate
- Pre-paid Maestro cards
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American Express cards
Personal charge cards- gold and green
Affinity products ( Rotary, Dental chamber,Croatian nurses association, Croatian tennis
association)Business cards- gold and green
Revolving credit cardsCo-brand cards (Konzum, HTmobile, Croatia
Airlines)Blue Smart CardStart Card
TOTAL: 400.000 cards
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Internet banking in Croatia
Started in 2000
Access to Internet: 39% of population
Active users of Internet: 25% of population
Internet banking: approximately 200.000 users
potential for growth
PBZ365
Classic, Optima, Lite49 thousand clients
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Mobile phone banking (mPay)
mPay new and unique service enables customer to payusing mobile phone by debiting current account or otherPBZ cards (Amex, MasterCard, Visa)
3 ways to use mPay service:
- tx triggered by merchant (shops, restaurants, etc.);
- tx triggered by utility company;
- tx triggered by client himself (bank inquiries,money transfer)
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Mobile phone banking (mPay)
Very simple to use (whole process lasts up to 10 seconds)
Open platform
Based on USSD technology (quick and safe messages)
Works on all POS terminals and on mobile phones
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