How KredoBank Transformed Its Approach to Customer Service

JSC “KredoBank” is a Ukrainian commercial bank that has been operating on the financial market for over 34 years and is classified as a systemically important bank in Ukraine. The bank has 65 branches across 22 regions of Ukraine and the city of Kyiv. In 2024, KredoBank ranked second among Ukrainian banks in terms of capital adequacy, according to the assessment of banks’ stress resistance conducted by the National Bank of Ukraine in December 2023.

New challenges

The full-scale invasion has made Ukrainian banks transform the IT infrastructure to make even more client services available online and, most importantly, to secure them. For instance, the KredoBank team implemented the iFOBS remote service system, which allows clients to open deposits and perform other operations online. The bank also integrated electronic document management using qualified electronic signatures, significantly improving the convenience and speed of service.

KredoBank also developed an effective cybersecurity system. The bank merged the technical support department with the DevOps team and implemented a Security Information and Event Management (SIEM) system.

The KredoBank team is also actively testing AI to improve its services. That is, enhanced data protection using artificial intelligence and such AI-powered tools as Copilots in customer business scenarios, which help optimize banking processes.

How bank’s IT infrastructure and telecom services operate

Telecom services help quickly adapt to market and customer needs and stay online 24/7. KredoBank’s IT infrastructure is continuously evolving and changing. In recent years, it has shifted to a hybrid model. Most telecom services have been modernized, and part of the infrastructure has been moved to the cloud.

‘Over the past five years, we’ve been actively investing in the development of our IT infrastructure and the modernization of telecom services. Our partnership with GigaTrans made it possible for us to implement modern technologies, improve communication speed and reliability, as well as strengthen data security,’ says Liubomyr Zalisko, Director of IT Infrastructure Department at JSC KredoBank.

Thanks to a range of telecom services, KredoBank ensures uninterrupted operation of all customer services even during blackouts. A basis of this is the communication channel with the National Bank of Ukraine — a critical component of the infrastructure that supports payments, financial data exchange and regulatory reporting.

Reliable internet access in all bank branches is also crucial, providing clients with steady access to services at any offline points.

There was also a challenge of maintaining service fault-tolerance within the branch network. The problem arose from unstable, and in some cases completely absent, mobile connectivity due to the structure of bank buildings (thick walls, shielded rooms). The installation of Wi-Fi access points helped solve this issue. The GigaTrans team installed access points in 58 branches across various regions — covering 90% of all locations.

Moreover, GigaTrans took over the administration of these access points. It means that during some technical moments, the telecom operator fully controls the situation remotely.

All of these services contribute to uninterrupted banking operations, prompt communication between departments and high-quality customer service. For a bank, downtime is not an option — it comes with both reputational and financial risks.

‘We’ve already experienced cases where the rapid response of the GigaTrans team helped quickly restore access to services after external technical disruptions. Their expertise enabled us to avoid potential losses and ensure fault-tolerant customer service,’ adds Liubomyr Zalisko, Director of IT Infrastructure Department at JSC KredoBank.