Banca Transilvania customers are increasingly using BT Visual Help for banking over the phone: almost 500,000 online sessions were completed in the first eight months of the year to manage their money, 50% of them between June – August this year. The number of BT Visual Help sessions was seven times higher in January – August this year compared with the same period in 2019.

The app, developed by the international FinTech CallVU and launched by the bank in 2019, has been of real help to customers, including during the pandemic:

• The app was one of the online channels through which the bank, via rapid digital integrations, helped customers apply for measures to manage the challenges of this period, such as deferring loan repayments, opening a PFA (sole trader) account to receive unemployment benefits, or obtaining an account statement.
• Over 4,300 individuals and companies requested to defer loan repayments between March – June 2020 via BT Visual Help.
• Over 1,100 PFA accounts were opened in April – May 2020.
• Nearly 18,000 account statements were requested from the end of June, when the option was launched, through the end of August.
• The number of sessions carried out by individuals and companies via BT Visual Help has risen significantly since March this year, reaching up to 4,500 sessions per day in June – August this year.
• Since March, the most frequently used BT Visual Help options have been: transaction history, checking amounts on hold on the card, changing card transaction limits, requesting an account statement, and viewing details of various payments due to the bank.

CallVU is one of the international FinTechs with which Banca Transilvania works to offer new digital experiences to customers. The company provides an omni-channel platform through which customers calling the Call Center team are guided toward digital self-service.

Since launch, BT and CallVU have continuously developed the app by expanding the range of information and actions available to customers. Usage has also accelerated due to the pandemic.

11 self-banking options offered by BT Visual Help:

• Transaction history for each BT current account/card for the past three days;
• Information on instalment payments with BT’s STAR cards;
• Amounts on hold from pending transactions;
• Details of amounts due on BT credit cards;
• Request a current account statement and statements for STAR cards;
• Account information: IBAN, balance, currency, number of STAR loyalty points;
• Temporarily or permanently blocking cards;
• Requesting reissue of a card after a permanent block;
• Changing card transaction limits.
• Downloading the customer’s IBAN list;
• Guidance, via useful links, on using BT24 Internet Banking and Mobile Banking, as well as paying bills directly by phone.

How to access BT Visual Help, in 5 steps:

1. Call 0264 308 000 or 0264 308 028 (BT Call Center);

2. Select the BT Visual Help option;

3. Open the link received by SMS;

4. Log in;

5. Choose an option in BT Visual Help.

BT and CallVU are preparing new releases by year-end, including: the ability to dispute card transactions, update personal data, and access information on loans and garnishments.

Banca Transilvania & CallVU

About Banca Transilvania

Banca Transilvania is Romania’s largest bank by assets and a leader in the card market. BT has over 3 million customers, 500 branches and 8,000 employees. It is the only Romanian banking brand included in the Brand Finance 500 ranking (2019 and 2018).

About CallVU

CallVU, a leader in digital customer engagement, helps global companies increase operational efficiency and deliver positive customer experiences through digital transformation. The advanced CallVU platform is implemented by major companies worldwide and supports them in automating a broad range of services, sales and customer support processes. By turning each customer interaction into customer engagement, CallVU’s solutions enable companies to drive higher usage of digital content, facilitate faster resolution of customer requests and increase sales conversions. www.callvu.com