50
Responsibility for our
products/services
and digitization
At RBI, values such as trust, reliability and responsibility with respect
to society, the economy and the environment have always been
fundamental principles. The needs of the customers in this regard
coincide with Raiffeisen values. Customer interest in the sustainable
structuring of the products and services we offer is on the rise.
RBI is committed to an outstanding service culture which regularly
seeks to exceed the expectations of customers with regard to quality.
The goal is to serve customers as comprehensively as possible with
financial services in line with their needs while taking into account
the impact on society and the environment. Naturally, we offer a
product or service only when we have the necessary license,
specialist knowledge, and infrastructure. We also offer only those
products and services that are approved on the respective markets.
When making recommendations, we ensure that they are given in an
honest and fair manner and that customers are adequately informed
about risks.
For retail customers, this involves state-of-the-art internet and mobile
banking applications including video identification or contact center
solutions based on telephony and chat functions, for example. By
means of these sales and support channels – along with around
2,100 business outlets, which remain the central component of
customer service – RBI offers its customers a broad product range
(e.g. current account packages, clearing, settlement and payment
services, consumer finance, mortgage loans, and investment products)
from which they can select the products that best fit their needs.
Particular emphasis is placed on transparent and customer-friendly
solutions, first-class advisory services, and short information and
decision-making processes.
For corporate and institutional clients, special attention is given to
continuously enhancing the available options for digital interaction
with customers as well as Group-wide sales and management tools
with a focus on capital and liquidity-efficient products (particularly
trade finance, capital market products including custody and
administration, fund management and clearing, settlement and
payment services). Group-wide product competence centers not
only enhance efficiency through the pooling of expertise but also
facilitate customer access to complex financial products (e.g. in the
areas of project, real estate and export finance, or capital market
transactions).
Due to the systemic importance of banks and their contribution to the
functioning of the economic cycle, we consider it our obligation to
place a strong focus on the sustainability of our products and services.
By granting financial resources, banks have significant leverage in
Raiffeisen Bank International | Sustainability Report 2018
© M3TRIX
Prof. René Schmidpeter
Cologne Business School (CBS)
”We are in the middle of the biggest
transformation in human history. Data is
the new driver of progress. Artificial
intelligence, big data, blockchain, and
digital business models are changing every
sector of our economy. It is also becoming
increasingly obvious that continuing the
present on a linear basis will not be enough
in light of population growth, climate
change, and rising resource consumption.
Digitization makes a lot of things possible
– maybe even everything. This is
accompanied by entirely new business
challenges: data protection in a
transparent economy, maintaining privacy
in a connected world, developing
alternative energies for the IT infrastructure,
and ensuring that everyone can participate
in the benefits of the new technologies. The
digital change needs to take place on a
sustainable basis, combining economic
growth a positive impact on society. In a
digital world, success will depend on
systematically placing people at the heart
of all business decisions. Digitization and
sustainability will go hand in hand if we
work together to think about the present
from a future perspective.“
quote