42
BA-CA services 16,500 Austrian corporate customers from the small, medium-sized and large corporate segment. The relationship management model positions the relationship manager as the main contact person, in line with the one-face-to-the-customer approach, who can call on specialists throughout UniCredit Group. The quality of the customer relationship thus becomes more professional and more international.
The customer transfer was accompanied by further refining the relationship management model. The heads of Regional Centres Corporates, appointed in autumn 2006, are responsible for sales in the regions and report directly to Vienna. Throughout Austria there are 13 Regional Centres Corporates thus ensuring customer-oriented relationship management, which takes specific factors such as customers’ needs and size into account and which can implement the comprehensive range of products and services offered by BA-CA more effectively.
This process, aimed at integrated relationship management for customers and at further increasing cross-selling, will be continued in 2007. By adopting best practice, we can make use of approaches based on tried and tested structures or on successful products in other units within the banking group.
With the establishment of the Regional Centres, BA-CA takes a more regionally oriented approach to business in the western provinces of Austria. In Central and Western Austria the bank will be closer to customers and thus will be able to offer its products and network more flexibly.
Competition in business with corporate customers in Austria has intensified over the past years. Banks which want to offer “everything of the same quality for every body everywhere and at the same price” will no longer be successful in business with corporate customers. BA-CA thus pursues a differentiated business strategy.
- As part of the High Tech approach streamlined settlement processes and adapted unit volumes ensure that the bank can respond more quickly to customer requirements. By way of standardised credit processes BA-CA is able to offer small and medium-sized customers in Austria financing at attractive prices. In addition, credit processes were optimised and interest rate and FX instruments standardised, in order to offer them in smaller tranches at fair prices. More intensive cross selling strengthened business relations with customers with a good credit rating.
- In line with the High Touch approach, BA-CA offers customers requiring more intensive servicing, who are also increasingly active in cross-border business, more complex products and more sophisticated advice through the involment of the bank’s specialised units. In addition to customised cash management solutions, individual financing and investment models are offered.