During the year, Bank Austria made strides in the retail division to serve the market with a customer-focused approach. The retail division achieved a turnaround in 2007 with a return to sustainable profitability. Bank Austria implemented an integrated model in its retail division, which includes regular reporting systems for measuring customer satisfaction across all segments and at all organisational levels.
The bank’s corporate division attracted more than 700 new customers and aims for even higher growth figures in the next few years, especially among medium-size Austrian companies. The objective is to add 3000 new customers by 2010, bringing the total to 30,000 corporates.
The corporate division also defined two new global service models for its customers with international business; Global Account Management and Cross-Border Business Management. In the saturated Austrian market, the implementation of a customer-orientated business model is proving successful. After the re-organisation of back-office processing, the focus was placed squarely on the customer through segmentation at all levels, an adequate mix of sales channels and a range of products more closely aligned with customer requirements.
