BRD
“ Fortunately , we have a cybersecurity team who are up-to-date with every single feature that is going on and that we are planning to implement . This is the only way to be able to put the threat and mitigation in the proper context .”
A collaborative future in digital transformation It is predicted that the next steps for BRD ’ s digital transformation process will involve using large language models ( LLMs ) for improved customer interaction , as well as assisting the company ’ s internal staff in navigating regulations and customer inquiries .
“ We are going to take advantage of LLMs which will be in the narrative between the website and the customer , and we will use similar LLMs to help our internal staff go through legislation – the internal normative – as well as frequently asked questions and how to deal with the customer ,” explains Mikic .
Over the next year , BRD will pay close attention to its online mortgage loan product , collaborating with global FinTech company , CRIF , to make the entire process more streamlined and efficient for customers .
Mikic says : “ For many customers , a mortgage loan is a once-in-lifetime decision . Customers are ready to compromise on comfort to get to it , wait for two or three months for it to process , come into a bank branch countless times to sign the papers … With the help of brokers and CRIF , we are working seriously on the materialisation of this process in the next 12 to 18 months .” BRD ’ s successful partnership with CRIF began in 2017 , explains Mikic . “ The partnership started six years ago when we were replacing our old credit factory . We learned a lot from both sides , as we were adopting the product they had , but customising a lot on our side because we
didn ’ t want any factors to be limited . So the principle we applied , starting from the CRIF partnership , was first apply and then digitalise .”
CRIF ’ s team has remained consistent and knowledgeable about the Romanian market as well as BRD ’ s needs , which has allowed both organisations to grow together . While CRIF isn ’ t a customer-facing digital solution , it forms the foundation for various digital lending and credit services , with the teams working closely together , fostering trust and ongoing success .
144 January 2024