2023 was the year of digital revolution, with unprecedented online growth and enhanced customer experience:
- 35% of total accounts opened during customer focused campaigns were initiated online.
- 56% growth in the digital activation and usage rate of OTP Bank’s internet and mobile solutions compared to two years ago.
- 81% increase in RON transactions and a 93% increase in EUR transactions through Internet & Mobile Banking services.
OTP Bank Romania reports sustained growth in digital banking services in 2023, showcasing record performances in online sales and significant improvements in the digital experience for individual clients. Consequently, it has been a milestone year, highlighting a crucial chapter in the bank's evolution within an ever-evolving banking industry.
The foundations of this year's progress lie in promoting a digital culture throughout the entire organization, enabling a shift from an individual approach by teams to an integrated and collaborative one. This strategy facilitated the broader adoption of digital services within the organization. A key element in achieving this outcome was the work of the digital ambassadors' team, which expanded the online sales process to 40% of branches across the national network.
"We identified an increasing demand from our clients for 100% digital banking solutions and committed to meeting this need. The excellent results recorded in 2023 are a result of the Digital team's efforts to enhance the online account opening process and the online services offering. Moving forward, customer orientation remains essential for the development of these services, along with finding the necessary balance between innovation and ethical considerations related to online security and safety," said Constantin Mareș, Deputy CEO of OTP Bank Romania, Digital Division.
The bank's commitment to 100% digital banking solutions is reflected in the continuous improvement of the online account opening process and digital service offerings. The introduction of a user-friendly and intuitive online registration interface addressed the urgent needs of clients, providing them with a complete and swift digital experience. Additionally, secure customer identity verification now allows access to the full range of Internet & Mobile banking services, available around the clock.
Campaigns dedicated to online account openings further supported this digital advancement, with over 35% of total accounts opened during these campaigns being done online. Furthermore, OTP Bank recorded a 56% increase in digital activation and usage rates of internet and mobile solutions compared to two years ago. The SmartBank application was updated with an innovative, more user-friendly, and customizable interface, significantly enhancing the customer experience in using mobile banking services.
As digital solutions become increasingly accessible, over 63% of OTP Bank customers have signed contracts for Internet & Mobile Banking services, driving an 81% increase in transactions in RON and a 93% increase in transactions in EUR through Internet & Mobile Banking services. Moreover, the bank's mobile app ratings reached historic values of 4.5 and 4.9 for App Store and Google Play, respectively.
The bank's digital transformation efforts have not gone unnoticed, with OTP Bank receiving significant awards, including:
- "Best Performance in Mobile Banking - Highest Number of Transactions" and "Best Performance in Internet Banking - Corporate Client Share," awarded by Finmedia
- "Best Flow in the Online Onboarding Category," awarded by Finnoconsult
- "Dream Solution Category for the 'ideal bank,'" special recognition for online onboarding journey
- OBR is among the "Top 3 Digitized Banks in Romania," according to Finnoscore.
OTP Bank Romania maintains its commitment to attract new online clients through innovative campaigns and projects, continuously improving the digital experience for customers. Maintaining transparent and efficient communication with customers is a priority, with the bank's efforts concentrated on creating a qualitative digital banking experience.
About OTP Bank Romania
OTP Bank Romania is the subsidiary of OTP Group, a universal bank with a very good presence in Central and Eastern Europe, which offers complete financial solutions, being active in both the retail and corporate segments. After four years of constant and considerable growth in all business lines, OTP Bank Romania is moving towards a process of consolidating its portfolio and operations. With a team that embraces change and capitalizes on its potential, OTP Bank Romania builds a culture of trust at every level of the organization. In Romania, the members of the OTP Group are OTP Bank Romania, OTP Consulting, OTP Leasing, OTP Asset Management, OTP Factoring, OTP Advisors, and the OTP Bank Romania Foundation.
Contact:
Communication Team
comunicare@otpbank.ro
