ProCredit Bank Kosova experienced accelerated client growth in 2025, driven by enhancements to its digital onboarding, product offerings and everyday banking experiences.
A fully digital onboarding journey was introduced, allowing end‑to‑end remote account opening and significantly reducing friction for new clients, while a redesigned mobile banking application became the primary service channel with faster navigation and integrated features such as Shake‑to‑Pay, transfer‑by‑phone functionality and in‑app referrals.
The rollout of Apple Pay extended international standard mobile payments to retail customers, alongside the launch of the TOP credit card, which expanded unsecured payment options and supported higher card usage across the customer base. Product rationalisation also advanced through targeted packages, including a cost‑free everyday banking offer, contributing to a 40% increase in newly acquired retail customers year-on-year.
The bank paired these customer‑facing changes with investment in lending infrastructure, progressing a new loan origination system to standardise and accelerate credit decisions, while maintaining partnerships with housing developers to support mortgage flows. The flagship Pako Zero offer provides a transparent, cost‑free everyday banking solution that supports strong customer acquisition and improved the overall client experience.
Digital reliability and security were strengthened through enhanced system architecture, biometric authentication and real‑time transaction monitoring, reducing service interruptions and contributing to increased use of digital channels.
Segment‑specific propositions spanning students, salary clients and affluent customers drove higher engagement and product uptake across the retail base. This was reinforced by targeted cashback campaigns, retail discount partnerships and lifestyle benefits, including transport discounts, back‑to‑school offers, electronics retailer partnerships and festival ticket giveaways.
