Page 32 - BKT Annual Report 2024 EN

A Year of Progress in

Digitalization and

Customer-Centricity

The year 2024 marked another significant step forward for BKT in its journey
toward digitalization and enhanced customer-centricity. As a pioneer of
innovation in Albania, BKT introduced a range of cutting-edge solutions
throughout the year. Our primary focus was on migrating business clients to
digital platforms through various methods such as personalized in-person
training, email communications, SMS notifications, and video tutorials – all
supported by advanced big data analytics.

Our top priority was to maximize the usage of existing digital services, including
tax payments, e-invoice (e-fatura) payments, customs duties, and other
government-related obligations. To achieve this, we effectively leveraged all
CRM tools and surpassed our set targets. A key milestone was the launch of
e-Albania payments via digital channels—a first in Albania—which significantly
contributed to reducing branch-based transactions.

BKT also introduced innovative cash management solutions, such as the
unique-code ATM deposit system, enabling business clients to authorize staff
to deposit funds via ATMs, with the option to include transaction descriptions
and income declarations. In parallel, we launched B2B integration solutions,
allowing businesses to connect their systems directly with the bank. Another
major innovation was the implementation of QR code payments via fiscal
invoices—a critical step toward building a unified QR-based payment system
in Albania. This initiative aims to create an interoperable payment infrastructure,
ultimately reducing dependency on traditional card and POS systems. Our
collaboration with Fintech partners continues to reinforce this vision.

32 BANKA KOMBËTARE TREGTARE