Future Vision, Strategy and Outlook

Aktias aim in the future will be to develop especially the customer-oriented banking and insurance- solutions and add value to the customers, owners and the local community. Their vision is to be the leading bank in helping customers improve and safeguard their finances. The core values include 5 main themes: responsibility, customer closeness, security, individual service and last but not least, active customer contact. They strive to be a modern, active and committed bank that takes good care of its customers.

In order to being able to integrate their subsidiaries under one brand, Aktia has made the decision to execute a centralised group model control. Thus their strengths in the future will include decision-making on local level. The main targets geographically is the bilingual coastal area as almost 50% of the customers are bilingual (Swedish-speaking Finns) as well as certain chosen cities (Helsinki and its region, Turku, Tampere, Oulu). They aim at achieving growth through cross-selling services and products to the customers of the group. Collaboration is an important part of the services Aktia offer; it is made with partners such as Veritas Pension Insurance and Folksam, which are the two most important of Aktias cooperation partners. Aktia wants to point out that their main competitive advantage is founded on the dialogue between customer and staff. This is possible due to the fact that Aktia is a small bank and wants to offer their customers a close, personal relationship to the bank and its staff.      

Aktia is striving to grow slightly more than the market in the times to come, especially in the fields of services to private customers and small companies. The plan of action includes, as mentioned before, becoming the Finnish champion of customer services in selected customer segments in 2015.

- Mikael L 

Working Day at Novia

Working Day at Novia

Our working day at Novia last friday started out rather early with a gathering at Robert’s Coffee where I, Jasmine, Rasmus and Bella from the other Aktia group got together to think about questions to the office manager at Aktia. We came up with a couple of good questions and although we did not necessarily get answers to all of them, we had a good time at Aktia and got an insight in their business activities. Johannes and Max from the other group also joined the visit to Aktia. It was helpful for us to get a “hands-on”-visit to our customer; once you get to know at least a little bit about how the customer practically deals with its clients, it becomes easier for us as a group to understand what the customers strengths and possible weaknesses are and what we could do to help them solve these problems.

Later on I and Jasmine joined the rest of the group at the working day at Novia. Our first task was to write a short story about where we see the banking business will develop until 2025. We got fifteen minutes to write it, and so we rather quickly reached a consensus of what it could be like.

Our vision included an app made for tablets and smartphones in which the customer could log on to the actual bank service directly through his/her tablet and get to talk to an actual person from the bank via the application. The customer could choose between a couple of options regarding the service; gender and language. The long-term customers would obviously get to run errands with the same person every time, and if that wouldn’t be possible, the bank would automatically suggest another person get service from. If no-one at all would be available at the time of the check-in, the customer would get a “call back” from the bank when someone at the bank was available; this would result in less standing in line for the customer. The banks would also get to keep closer and more personal contact with the customers and get to know them and their preferences better.

After we finished our story I was honored to get to present the whole thing to the class and the teachers.      

- Mikael L

Mission&Vision

Mission: ” We develop and sell customer-oriented banking and insurance solutions and create added value for our  customers, owners and the local community.”

Vision: “We are the leading bank in helping our customers to improve and safeguard their finances and are the customers’ first choice in the areas in which we operate.”

//Mikael H

A Brief Past of Aktia

2008:

·         Veritas Non-Life insurance merger work began

·         Market shares increased in every segment

·         A sponsor of Pidä Saaristo Siistinä Ry for years

2009:

·         Veritas Non-Life insurance merger

·         Aktia listed to Helsinki Stock Exchange

·         New websites

·         Strengthening the trademark

·         Aktia Dialogi concept

·         Mapping customers personal needs, financial situation, values à best products and services for the customer

2010:

·         Donations to Universities in Finland 10 000- 80 000€

·         In general a good year for Aktia

·         Renewal of their phone services

·         Concentrating “back office” tasks to certain areas àmore time for customers

2011:

·         Aktia Store in Espoo (more stores coming due to its great response)

·         Helsinki, Järvenpää and Loviisa

·         Customers get to choose were they would like to sit ( different spaces)

·         WLAN

·         Co-operation with Moomin

·         Right to use in marketing and different moomin products

·         Because of similar values

2012:

·         New internetservice (http://www.aktia.fi/static/vepa/markkinointi/videosivu/video_1280_fi.html)

·         More user friendly. Possibility to test the service?

·         Aktia Premium

·         Own investment adviser

·         Individual financial plan

·         Visa Gold card

·         Renewal of the intranet

·         3 new Aktia Stores (by the end of 2013: 10 offices)

Useful links and sources: 

     http://www.yrityskuvalehti.com/aktia-nakee-jokaisessa-asiakkaassaan-ihmisen/

http://www.aktia.fi/en/investors/investing-in-aktia
 http://www.aktia.fi/en/about-aktia/group-information/group-information

//Mikael H

Aktia/ Segments & services

Segmenttikatsaus

 

Aktia Oyj:n liiketoiminta on jaettu neljään segmenttiin: Pankkitoiminta, Varainhoito, Henkivakuutus ja Muut. (Aktia Oyj Vuosikertomus 2012)

Konsernin liikevoitto jatkuvista toiminnoista segmenteittäin

(milj. euroa)                                              1-12/2012         1-12/2011                      Δ %

Pankkitoiminta (banking)                             39,2                    35,6                         10 %

Varainhoito        (financial)                            9,4                      5,6                           67 %

Henkivakuutus   (life insurance)                  14,7                     10,3                         43 %

Muut        (other)                                          -7,1                     -5,3                         -33 %

Eliminoinnit (eliminations)                           -0,2                     -1,5                           89 %

Yhteensä                                                       56,0                     44,6                         26 %

Aktiasta saat:

·    kaikki tarvitsemasi pankki-, vakuutus- ja kiinteistönvälityspalvelut

·    halutessasi saat henkilökohtaisen asiakasvastaavan, joka auttaa sinua kaikissa talouteesi liittyvissä kysymyksissä

·    esimerkiksi lainapäätöksen välittömästi omasta konttoristasi, koska kaikki Aktian konttorit toimivat paikallisesti

·    palvelua eri kanavien kautta, myös konttorien aukiolojen ulkopuolella, silloin kun sinulle parhaiten sopii

”Meille asiakas on ykkönen! Jokainen tarvitsee arkensa pyörittämiseen tietyt pankin peruspalvelut. Käytyämme yhdessä läpi toiveesi ja tarpeesi voimme koota sinulle sopivan kokonaisuuden, jotta arkesi olisi sujuvampi. Meille on helppo tulla asiakkaaksi; hoidamme pankinvaihdon puolestasi ja autamme sinua kaikkien talousasioittesi hoitamisessa, kaikissa elämänvaiheissasi. Paikallisuus ja henkilökohtainen palvelu ovat toimintamme peruspilareita.”

Vuoteen 2015 mennessä mm….

· Aktian tavoitteena on parantaa kilpailukykyä ja olla Suomen mestari valittujen asiakasryhmien palvelussa. Aktiassa panostetaan edelleen tehokkaaseen ja asiakasystävälliseen palveluun ja kehitetään taloudellisia ratkaisuja yksityistalouksille, yrittäjille, pienyrityksille ja instituutioille.

· Verkkopalvelujen ja vuonna 2012 käyttöön otetun uuden verkkopankin kehitystyö jatkuu.

· Aktian konttoriverkostoa kehitetään ja uudistetaan asteittain, ja henkilöstön osaamista vahvistetaan painopisteenä proaktiivinen vuoropuhelu asiakkaiden kanssa.

· Konsernin kustannusrakenteen parantamiseksi tehtävällä työllä on korkea prioriteetti.  Konsernirakenteen yksinkertaistaminen parantaa kustannustehokkuutta niin hallinnossa, prosesseissa kuin yhteisissä toiminnoissa.

// Laura

Working Day@Novia. PART II

After a good lunch we continued working with Team Fresh (the other Aktia group) and heard the brief from the ones who were in Aktia in the morning. After the short brief that we got we continued working separately on our own projects.

We went through some information about our customer that everyone had gathered by researching e.g. the company's website. After that we went through what is going to happen in Kunstenniemi (or what has happened the previous times), what everyone still should do before Kunstenniemi, set up deadlines and talked in general about how we will proceed with the project.

I have a really good feeling about this!

Still coming this week: posts on this blog about everyones research fields on Aktia. Stay tuned!

// Mikael H

Customer service / Aktia

Aktia sees a person in every customer

It's Aktia's aim to be the best at helping our customers improve and safeguard their finances. Aktia offer private and corporate customers comprehensive banking, asset management, insurance and real estate agency services.

Aktia want to offer the best possible customer service and build up our solutions so that they fit in with the customer’s life situation. They also promise that:

·         All phone calls will be answered promptly and always by a real person

·         Customers get their own contact person if they so wish

·         All correspondence received via the Net bank’s message system and e-mail  messages will be answered within one working day

Core values

Our core values form the heart of what we consider to be right and where our priorities must lie. They also govern our actions.    

·         Responsibility
We bear a responsibility to our customers, owners and the local community by acting profitably, reliably and ethically.

·         Customer closeness
The staff at our local offices provide personal customer service in a respectful manner.

·         Security
We provide our customers with security and, through controlled risk taking, we ensure that the company is a secure employer and partner.

·         Individual service
We respect every individual, both customer and colleague. Togetherness, competence and job satisfaction are important cornerstones of One Aktia.

·         Active customer contact
We are modern and active, and we are committed.

// Laura