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UniCredit appreciates the new services, especially the high availability levels in traditional ATM’s network. In March, ATM availability was 98 percent, in line with the bank’s expectations. And its wish list continues to grow, which includes requests for reduced downtimes, additional capacity and practical support also for deposit transactions.

Currently, UniCredit is offering its revolutionary branch service free of over-the-counter cash and cashiers in 20 branches, with plans to extend the service to additional branches depending on customer demand. This project is called “Branch Revolution”. Giovanni Buson views the success of its cutting-edge self-service offering as the right combination of man and machine. “In comparison to other solutions, ours are always customer-driven, with the individual at the center,” he says.

So the question arises: How do Italian bank customers feel about this change? “We want to increase the migration of transactions to the self-service arena because our customers are very satisfied with these services,” says Buson. “We want to increase the quality of our model of service. And we want to make it easier to perform transactions by using appropriate technologies and processes. We believe that UniCredit Banca is on the right track with its projects SRT and Branch Revolution.” And not just because it’s possible to precisely fulfill the wishes of the bank’s customers, as the survey confirmed, but also because, as he says, “the shift of many things to self-service has made it possible for us to offer other products at lower cost, such as an account with a maintenance fee of just one euro per month. Now we can increase the number of employees who spend their time advising customers.”