UBI Banca Group

• the release of a mobile application for BlackBerry;
• the release for the Contact Center of an upgrade to the software applications used by
operators and the “Branch Manager Diary” designed to improve the scheduling of
appointments with customers and general commercial support and development activity for
both existing and potential customers;
• the launch of a series of marketing initiatives as follows: “Enjoy Your World” to support the
roll-out of the online sales platform and “Activate my accounts and win” to support the
distribution of the service for the electronic receipt of mail 15 .
Action is also planned during the current year to enhance internet banking products: the
release of an application for tablet PCs (iPads and Android tablets) and a new version for
smartphones (iPhones, Androids and BlackBerrys); the development of a virtual assistant
(avatar) available in the Qui UBI Internet Banking reserved area and on public websites in
order to launch marketing support activities and facilitate customer navigation; the
development of the online sales platform with a wider range of products on sale (current
accounts, debit, credit and prepaid cards); the introduction of a remote digital signature for
internet banking customers; new payment functions for QUI UBI and QUI UBI Affari 16 .
The service QUI UBI Imprese also exists for corporate clients, the UBI Banca Group corporate
banking interbank (CBI) platform. It is available in a variety of configurations (single
company/multi-company and single bank/multi-bank) and allows corporate clients to consult
movements on accounts remotely and to make payments with many advantages. These
include considerable savings in time, the optimisation of cash flows, improved organisation of
administrative activities, the automation of record making processes and the verification and
reconciliation of bank transactions.
The process to transfer some small economic operator (SEO) customers to the QUI UBI Affari
service continued in 2011, which is more appropriate to the requirements of these
counterparties, while service provision for corporate and SME clients was focused on QUI UBI
Imprese, the Group’s CBI multi-bank product. Consequently at the end of December
companies connected to the CBI channel had fallen to 123 thousand euro, which nevertheless
confirmed the growth in the number of payment and receipt instructions communicated on
electronic channels.
Cards
Notwithstanding the difficult economic environment, the UBI Group has also been active in the
payment card sector. It has worked on the distribution of the prepaid card Enjoy and to
complete the process to replace magnetic strip cards, without, however neglecting action to
increase customer security 17 .
At the end of 2011, a total of 752 thousand Libra credit cards issued by B@nca 24-7 and
CartaSì were in issue, a decrease compared to 840 thousand cards twelve months before 18 .
The downwards trend is due partially to the effects of the mass migration to microchip cards,
which meant that with inactive cards either no request for replacement was received from
customers or a request was received for the debit card component only (Libramat) of
multifunction cards.
The range currently offered by the UBI Group is differentiated by type of user:
15 The number of customers who agreed to forgo hardcopy correspondence in 2011 more than doubled to 404 thousand. At the same
time the number of current and deposit accounts linked to the “My accounts” service increased significantly (+82% to 554 thousand
in December 2011).
16 Other important initiatives include: an inter-channel platform for sending SMSs to inform customers of the latest news on services
provided and to improve marketing initiatives resulting from interaction with Contact Center operators; the launch of a new
software application named “QUI Multibanca plus” to help develop new information and payment services on ATMs with the ability
to send marketing messages calibrated to match customer profiles.
17 It is planned to consolidate the “3D Secure” system in 2012, which adds a further level of security to online transactions and which
will make it possible to make purchases online even using debit cards.
18 Considered net of duplications due to the replacement process in progress on that date.
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