Page 50 - BKT Annual Report 2024 EN

Branch Network &

Administrative Affairs

Directorate

The Bank has undertaken a very
important project such as the Branch

Transformation. This project is
undoubtedly the most challenging but

also the most rewarding. All of this is
being done to be closer and better

fulfill the needs of our customers by
redesigning transaction flows, increasing

digitalization, centralization, and
simplifying processes.

The transformation of branches means changing traditional branches to adapt
and meet customer needs in the digital era. Among other things, this includes
the use of new technology to make service easier and faster, improving the
way we serve customers by reducing waiting time with personalized services,
in other words, taking a more proactive approach toward the customer.

The branch of the future will continue to be very important for clients, a place
where they will go for dedicated services that require expertise, negotiations,
or financial advice, which remain an integral part of the mutual relationship
between customers and the bank.

Some of the benefits of this project are:
• Increased Customer-Bank interaction
• Operational efficiency
• Digitalization and automation of processes
• Offering innovative solutions
• Increased employee productivity

During 2024, 12 branches were transformed according to the new concept in
both physical and functional aspects, and it is planned that around 24 more
branches will be transformed in 2025.

50 BANKA KOMBËTARE TREGTARE