We constantly refine the manners of our dialogue with clients. Our clients are free to choose how to contact us and regardless of the selected mode, they will receive a comparable offer and top-notch service quality. We strive to get the most of the potential of our branch network but we also focus on other access channels.
Our clients can contact us 24/7 via Contact Centre (phone, Skype, e-mail, forum and chat), as well as mini-branches (ING Express) at shopping malls, nationwide and local IFAs and bank representatives. Clients may also use internet and mobile banking systems. In 2015, we launched a trailblazing, in the Polish banking sector, smart watch app; the application enables our corporate clients to access their banking details even quicker.
Yet in 2014, ING Bank Śląski was the first bank in Poland to start the pilot programme of sign language-based service. Starting from mid-2015, the video-interpreter is available in all our retail branches. This initiative was assisted by a nationwide media campaign with the spot presenting people using the sign language.
Last year, we also started the blog called Company purchases under the Aleo brand. It is intended to present the potential of strategic sourcing and share the best procurement practices which impact positively not only the procurement area itself but the overall performance of the company likewise.
Simplification of the information sent to clients was a crucial change to building relations with clients. The new standard developed after teaming up with the Polish language experts applies to all content sent to our individual clients, for example, complaint responses. For a few months now there have been new templates used for concluding online banking, account with card and savings account agreements with clients. The new templates are easier to read and more visually appealing.