Valeriu Stratan (Victoriabank): The Challenge of Integrating IT Systems is Key for Modern Banks

Diebold Nixdorf Banking Forum Intersect 2024 brought together financial experts in Madrid on May 23-24. Valeriu Stratan, Director of the Card Processing Center at Victoriabank in Moldova, participated as an invited speaker and shared his insights at the event. In his presentation, he discussed the integration of banking channels, a concept known as ‘phygital’.

BS/2 interviewed Valeriu after the event. The detailed comments from the banking expert were published by the International Association of ATM Manufacturers (ATMIA).

BS/2: What are the main advantages of the digital channel for banks?

Valeriu: Phygital channels combine the convenience of digital services with the personal touch of physical locations. By providing both digital and physical access to services, this approach enhances customer satisfaction and trust.
The move to phygital channels means streamlining operations for banks. Automating processes speeds up service and reduces operational costs. Furthermore, innovations attract a broader audience, catering to both traditional and digital clients.

BS/2: Can banks adopt a phygital strategy? If so, what challenges do they face?

Valeriu: The biggest challenge is integrating various technologies into the banking ecosystem. Different platforms need to work together, which can cause compatibility issues. Cybersecurity is also crucial. Multiple digital access points require strong data protection to prevent cyber attacks.
Staff training is another challenge. Phygital settings require employees to learn new technologies and processes. The implementation costs of technological upgrades can also slow down the process.

BS/2: How can these challenges be addressed?

Valeriu: Investment in modern IT architectures & solutions, integrating multiple systems, and training staff on the use of new technologies are all essential.

BS/2: Could you share examples of successful phygital strategies in banking?

Valeriu: I can speak about our bank. Victoriabank has introduced interactive self-service devices that support mobile apps and e-wallets for transaction processing. Additionally, we use e-POS and Android-based smart EFTPOS terminals. These innovations simplify transactions and enhance our merchants’ experience.

BS/2: In your opinion, what are some of the most innovative technologies or methods the banking sector should adopt?

Valeriu: Secure authentication technologies such as biometry and SCA (strong customer authentication) are highly required. Tools like AR and VR can be useful for enhancing training programs and improving customer interactions. Machine learning and artificial intelligence automate data processing, analyze customer behavior, and personalize services.

BS/2: How do you see phygital channels in banking changing in the future?

Valeriu: Phygital channels will continue to transform banking. By combining data with artificial intelligence, they will create a new level of personalization. Strengthening security and adopting technologies like AR, VR, and AI will be essential as the industry evolves.

References:

Victoriabank is one of the first Moldova banks to introduce Diebold Nixdorf self-service devices. Using the VCP-Pro application, these devices provide a wide range of banking services and enhance the customer experience. The project is implemented by BS/2 and DAAC System Integrator.

Victoriabank, established in 1989, stands as the pioneering commercial bank in Moldova. Throughout its history, it has been at the forefront of introducing modern banking services to its clientele. This institution is credited with ushering in the country’s first banking cards, self-service devices, POS terminals, as well as mobile banking and contactless payment technologies.

The bank serves 300,000 active customers in 70 offices across 30 localities within the country. The number of employees of the bank exceeds 1,500 people. Since 2018, it has been a vital component of the largest financial group in Romania, the Banca Transilvania Financial Group.

Victoriabank has been in collaboration with BS/2 since 2007.