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the green room | customer story

A plan to fast-track success with self-service transactions

Union Bank, Albania’s preferred financial institution, needed a way to bring its presence to areas outside its branch network. NCR VOYIX helped make this possible by delivering hardware and software solutions to streamline Union Bank’s self-service experience.

"We have a very good relationship with NCR VOYIX. The project for the new SelfServ 80 Series exceeded our expectations with very good collaboration and communication throughout."

— Union Bank of Albania




What they needed

The power to expand beyond branches

Despite plans to open four new locations and increase its presence in touristic locales, Union Bank of Albania wanted to tap into areas beyond its branch network. To help address this challenge, it developed a strategy to migrate cash transactions from branches to alternative channels like ATMs, offering services such as cash in, cash out, pin change, mini-statement and balance enquiry to more people in more communities. It also hoped to increase the profitability of its ATM fleet while decreasing service costs. This meant the bank needed secure, reliable ATMs that could process self-service transactions safely, efficiently and cost-effectively. Additionally, it needed maintenance and software to ensure customers enjoyed the same excellent service delivered at branch offices. We knew exactly how to help Union Bank achieve this mission. Union Bank plans to increase the number of recycling ATMs over the next 3 years also as well as other functionality added to existing ATMs in 2022.

What we delivered

An answer to self-service hardware and software needs

To help Union Bank expand its self-service offerings into untapped markets outside of its branch network, NCR VOYIX installed a fleet of new Self Serv 80 Series, SelfServ 82 and SelfServ 84 ATMs equipped with recycling modules and related software. Union Bank deployed these ATMs in all of its branches, as well as targeted self-service areas and off-site hubs where demand for self-service transactions is high, like shopping centers or tourist areas where there may not have been a branch. We also worked with our local partner, Printec Albania, to install NCR software solutions delivering a local currency template and providing maintenance for all the new ATMs we delivered.  This is another example of a bank in Albania choosing NCR, who now have 95% market share with only 2 out of 13 banks not deploying the NCR SelfServ 80 Series.

What happened next

On the fast track to an effortless self-service experience

Thanks to both software and hardware solutions provided by NCR VOYIX, Union Bank is on target to migrate 60% of its cash transactions by 2022 to deposit taking ATMs. The new ATMs offer the same seamless transaction services that have made Union Bank Albania’s go-to financial institution. Union Bank has also begun to promote its expanded services at its branches and across all social media platforms. In the next three years, Union Bank hopes to expand its ATM fleet, add new functionalities and penetrate the market with new service models that don’t rely on branch offices. Its partnership is helping to shape its long-term strategy for effortless self-service beyond its branch network. In addition to its position as a leader in Albania’s financial space, Union Bank is now also a leader in digital-first banking.