Case Study: Raiffeisen Bank Serbia achieves branch efficiency and cost savings with Diebold Nixdorf

Raiffeisen Bank Serbia - Customer Case Study

Raiffeisen Bank Serbia, one of the top five banks in the country, partnered with Diebold Nixdorf to transform its branch network. The bank’s challenge was that most branch employee time was spent on routine teller transactions, leading to long customer lines, limited time for advice and sales, and inconsistent branch design across locations.

Diebold Nixdorf delivered branch process consulting and branch design consulting, analyzing current transaction and process data, comparing it with best-practice benchmarks, and creating new formats for full-service, compact, and mini-branches. The solution included migrating transactions to self-service, introducing cash recycling systems and automated teller safes, and developing a standardized open-floor branch concept; results included reduced waiting times, up to 57.5% cost reduction potential from ATM replacement, a 106% improvement potential in the full-service branch scenario, and a 14% improvement in the compact branch scenario.

Raiffeisen Bank Serbia

Jelena Aksic

Head of Retail Branch Distribution Division