We focused on the customer and their needs, intensively developing digital channels and fast and convenient service processes. We aimed to enable customers to handle every matter online. The digitization rate of almost 100% was our key aspiration that we set for ourselves in the horizon of the Strategy 2021-2024. The target and main channel of contact with the customer was to be the PeoPay mobile application. We intended to use advanced data analytics and modern tools supporting sales to the greatest extent possible in order to personalize the offer, improve the quality of service and increase the willingness to recommend our services. The key measure of success that we aimed at was a systematic advancement in customer satisfaction rankings.
Strategic directions and business priorities
Our ambition was to maintain a strong position among the most profitable and effective banks in Poland, and our main strategic goals were:
The strategy was based on four pillars: Customer, Growth, Efficiency and Responsibility.
We focused on business growth in the most profitable market segments, product groups and areas of untapped potential that will improve profitability, i.e. consumer finance, microenterprises, SMEs and MID enterprises.
In the 2021-2024 Strategy, our aspiration was to acquire over 400,000 individual customers per year and increase our share in the cash loan market. And one of the key goals was to rejuvenate the demographic structure by acquiring a total of over 600 thousand customers under 26 years of age within the strategy horizon.
We wanted to strengthen our market position and increase our market share in the small and medium-sized enterprise segment and in the microenterprise segment.
We planned to strengthen business synergies and cooperation with PZU, which was to result in an increase in sales of insurance products and gross written premium.
In line with the Strategy, we strengthened our presence on the e-commerce market by providing cash loans to customers shopping online, as well as solutions for e-shops and e-commerce platforms enabling installment sales.
We focused on technological transformation and improving the efficiency of operations, accelerating digitalization and migration of processes to remote channels and optimizing credit processes. An important element of the Strategy was the expansion of the self-service zone for customers in remote channels. Our goal for the end of 2024 was for 80% of customers from the SME, MID and Corporate segments to use the self-service zone in digital channels.
We invested in and developed the following IT areas:technology and innovation,
- modern architecture,
- rapid software development,
- infrastructure reliability,
- people and competences.
We strived to optimize key credit processes, which translated into shortening the waiting time for a credit decision.
We supported economic development by actively engaging in government and EU economic recovery programs and climate transformation. Our commercial and operational activities were based even more on sustainable development factors.
We sought to maintain a safe risk profile and one of the lowest risk costs among the largest banks. To this end, we took steps to improve the risk model infrastructure and automate credit assessment processes