About report

For the second time now, the ING Bank Śląski S.A. Group has compiled the annual report in line with the best global practices of integrated reporting. To help readers use the interactive tools, we prepared a user guide with key features. We encourage you to watch a short animated video before reading the report.

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By providing funding, we boost market and economy growth. We introduce changes to make life easier for companies and we offer them more and more products and services which can be accessed via remote channels. We invite clients to participate in creating new solutions; we cooperate with start-ups. We actively promote the spirit of innovativeness and business acumen, not only by products, but also through educational activities.
Michał Bolesławski
Vice-President of the Bank Management Board
We are aware of the perils arising from the excessive usage of natural resources. That is why, we support green and eco-awareness building solutions. We want to help clients with energy transformation and switching to low-carbon business.
Joanna Erdman
Vice-President of the Bank Management Board

We work for businesses and enterprising persons. We support our business clients and partners in sustainable running of their business. We ensure access to funding and take credit decisions competently. We educate clients in finance, whereby they can better cope in their private life and business. We want our clients to make autonomous and informed financial decisions.

We support new companies with products “for start”.

We monitor expenses and payments automatically and facilitate book-keeping processes. We run platforms which connect suppliers with clients. We propagate cutting edge solutions and support digitalisation of the Polish economy.

Whatever its size, each business which is our client can count on assistance going beyond traditional banking. We make close relationships with clients. We not only strive after satisfying their day-to-day needs, but we want to inspire them and help them grow as well. We support businesses by various initiatives including educational meetings and provision of state-of-the-art solutions that go beyond traditional banking.

We provide the enterprising people with the tools necessary to conduct business. We address their needs from the moment of the business concept, through business formation, to development and comprehensive services. We want to be the leader in supporting business management. The market appreciated us. We were #3 in the Most Business Friendly Banks ranking published by the Forbes monthly and we were awarded the title of the Institution of the Year.
Szymon Przybylak
Director of Agile Centre – Entrepreneurs

Both in the corporate clients and retail clients (including entrepreneurs) areas we introduced the Agileorganisational structure so as to become even faster and more efficient in offering new solutions to clients which will enhance competitiveness of their business.

We apply PACE methodology in the process of product development for companies whereunder we verify with clients the new products at key stages of their development. We do it to provide the solutions that will meet the clients’ needs as far as possible.

We also established a new unit, Innovation Lab, to seek new solutions going beyond traditional banking, via cooperation with start-ups, among others.

Test your idea

So far only big companies have had tools enabling verification whether the new product or service will be well received by the market. This is how they avoided bad investment projects or failure to meet clients’ needs. On the other hand, entrepreneurs have not had such an opportunity, usually using their intuition or opinions of friends and family. Now, everyone who has an idea for business may take a free test on the largest free research platform for entrepreneurs. Test your idea is a survey on a selected sample of 120 respondents that was carefully picked out in terms of gender, age, and even region.

 

67 thousand
implemented interviews
530
completed projects

Apart from numerous favourable opinions also the figures prove the platform’s success. Since September 2017, over 530 projects with over 67 thousand interviews were implemented. Poles provided over 250 thousand opinions about ideas of over 400 Polishentrepreneurs. The market worth of such surveys would exceed PLN 1 million.

New version of ING Business system

Listening carefully to our clients’ feedback and needs, we designed new ING Business. When working on the system we requested feedback from clients on an ongoing basis. The new version comes with, most importantly, enhanced usability, personalisation, intuitiveness and user-friendliness.

The system is designed in such a way so that it can be used on each device. Together with apps for smartphones and smartwatches, new ING Business creates a functional ecosystem for the user.

  • We designed different user profiles reflecting their roles and rights in the company.
  • The users can configure on their own the home page and menu with fast access to functions which are the most important for them.
  • The data is presented clearly and in the relevant context. Ergonomic and intuitive tools enable the users to filter information and quickly reach the vital one.

Already 98% of corporate clients use exclusively the new system version. We continue to introduce changes in the areas of functionality, efficiency and usability. NPS for users of the new system version is 27.

Our solution was awarded and recognised by ING Group. The system was successfully implemented in ING Romania. In Q4 2017, the pilot programme was launched with selected clients of ING Bank in Romania.

In September 2017, we received for ING Business an award of the Global Finance magazine in the Digital Bank of Distinction category for banks in Central and Eastern Europe. It attested to our achievements in providing our clients with top quality innovative and technological solutions.

Already 30% of companies use the ING Business mobile application. This mode of access to banking data is gaining popularity among clients. Users more often use mobile devices for making transfers (in Q4 2017 there were 40% transfers more than in the same period of 2016) and seeking information.

We keep on developing and improving the online banking channel. In 2018, we are planning to offer the option to sign applications and documents via mobile application and check the credit liabilities. We will also introduce a login method based on the mobile application.

In August 2017, we implemented a modern user-friendly application which replaced the former FX Trader platform.

Upon logging into ING Business and entering the Currency exchange module, the client sees the offered bid and ask rates of several currency pairs in nice layout. 3 clicks suffice to convert the currency. It is possible to set an individual margin. The transaction is booked in real time and the currency purchased is straight away at the client’s disposal.

In 2017, 8.0 thousand clients used the Currency exchange module and effected over 226.5 thousand spot currency exchange transactions. The application has been positively received and the implemented usability changes encourage more frequent FX transactions with ING.

In August 2017, we launched at ING Business a new, even more transparent and intuitive documentation signing module. Our corporate clients can electronically sign the agreements for all bank products.

Already 30% of companies use the ING Business mobile application. This mode of access to banking data is gaining popularity among clients. Users more often use mobile devices for making transfers (in Q4 2017 there were 40% transfers more than in the same period of 2016) and seeking information.

We keep on developing and improving the online banking channel. In 2018, we are planning to offer the option to sign applications and documents via mobile application and check the credit liabilities. We will also introduce a login method based on the mobile application.

In August 2017, we implemented a modern user-friendly application which replaced the former FX Trader platform.

Upon logging into ING Business and entering the Currency exchange module, the client sees the offered bid and ask rates of several currency pairs in nice layout. 3 clicks suffice to convert the currency. It is possible to set an individual margin. The transaction is booked in real time and the currency purchased is straight away at the client’s disposal.

In 2017, 8.0 thousand clients used the Currency exchange module and effected over 226.5 thousand spot currency exchange transactions. The application has been positively received and the implemented usability changes encourage more frequent FX transactions with ING.

In August 2017, we launched at ING Business a new, even more transparent and intuitive documentation signing module. Our corporate clients can electronically sign the agreements for all bank products.

Access to funding online

It has been 7 years that the Bank corporate clients may apply for funding online. The companies that do not have an account with us may use a special ING Direct Business Credit application available on the Bank website. In the application the company representative may select the funding adequate to the funding needs, check the company’s credit capacity free of charge and file a binding credit application. Our clients who already use ING Business may file such an application in the system.

We launched the so-called fast track for lower-value exposures and in 2016 we started introducing the prescoring process whereunder the client has the ready-made offer of credit limit in online banking.  Since its launch we already granted in this mode 1 thousand loans, out of which 600 in 2017.

We are currently working on full automation of lending processes. All those activities are mainly aimed at reducing the period between submitting the application and disbursing the loan funds.

Online account opening for mid and big companies

The company wishing to open an account with ING Bank needs only 5 minutes to fill in the form with the data, the majority of which is uploaded by the Bank from official online databases. The client may immediately log into ING Business where they electronically sign the agreement and already get the account number. Soon – even within an hour – the client may use all the account features: effect transactions, order new products, etc. The solution also proved useful for our sales forces – when providing remote service for clients (e.g. via ING Business Centre) they can also use this fastest process. Already 46% of relationships with new clients are initiated with the use of this new tool. NPS for remote account opening is 68.

Banking should be easy and opening of the first business account should be as simple as opening of a personal account. This is how we designed our account opening process via the Internet or phone – minimum formalities and effort for the client. From the moment the client contacts us for the very first time, we want this contact to be easy, quick and without any barriers.
Izabela Całusińska
Senior Manager of Agile Centre – Cash Management

Cash management

In 2017, the Bank offered clients 32 new light depositories. There are already 72 light depositories that the clients can use to make closed cash deposits from the comfort of their business office. Light electronic depository is a simplified version of depositories mounted at Bank branches. The dimensions and weight of the device were reduced while the functions of the basic version were kept. The device is installed at the client’s business office and the client may make cash deposits both in banknotes and closed deposits in coins in secure envelopes. The deposits can be made in PLN and in convertible currencies available at the Bank.

The offer of cash devices installed at the client’s premises also covers mini and macro CDMs.
The clients who will not decide on their own device may use electronic depositories available at Bank branches and in external locations.

All our devices operate online – the deposits are booked in the indicated business account as soon as they are placed in the device.

POS terminals

We supplemented the offer with our own POS terminal. Thanks to this our clients may integrate in one bank the account maintenance service, payment service and POS terminal service. We offer one of the most modern Verifone terminals enabling card or mobile payments, including paypass and BLIK payments. The funds from the transaction are available in the account in the morning of the next business day. The modern terminals management system ING POS provides for instant viewing of transactions history and comfortable access to clear fee information. In 2017, we installed 2.5 thousand POS terminals and processed 938 thousand transactions.

2.5 thousand
installed POS terminals in 2017
944 thousand
processed transactions

Multi-currency card for mid and big companies

It is a new product in our payment cards offer and still a new solution on B2B market making it easier for clients to make and settle FX transactions. We were the first bank to offer clients a card using as many as 6 currencies. The main card account is in EUR but the card may be pinned to as many as five additional accounts: in USD, GBP, CZK, SEK and HUF. Owing to our multicurrency card the client makes the transaction already in the currency of a given country and does not incur additional transaction costs related to currency conversion. If in an additional account there are no funds available then the payment is effected from the main account in EUR.

Accountancy services

ING Accounting stands for modern accountancy and payroll services. The application provides clients with access to all financial details of their businesses and payroll matters anytime and anywhere. ING Accounting is a portal which not only ensures collaboration with the accounting office, but also provides a number of business functionalities like issue of invoices, electronic leave request forms and business trip forms. It also has a staff-related avatar, wherewith clients may carry out the recruitment process without an HR specialist involved.

ING Accounting supports liquidity management of the enterprise in that it is integrated with ING Business in the settlements area. With one click, clients may make the requisite payments and control the financial liquidity of their business.

This can be done with the “Calendar of payments” feature which is built based on daily transactions, bank statements and client documents. Further, ING Accounting provides clients with a set of dynamic online management reports. With this feature, they can monitor various areas of their business. For the clients just starting their business activity, the application is an element of education as regards financial analysis and management information.

ING Accounting was the first accounting office offering legally valid electronic accounting documents together with an electronic documents flow. It was one of the first portals to support clients as regards comprehensive SAF-T reports and currently split payment enhancement is planned.

Aleo platform

In 2017 we extended the database of companies on Aleo with all the entities registered in the Central Registration and Information on Business (CEIDG); now you can view in Aleo over 3 million company profiles and download their excerpts.

As at 2017 yearend, the number of businesses registered on the platform surpassed 65 thousand (up by 14% from 2016).

Aleo also once again used the communication with a brand hero – the Boss of all the bosses. The internet campaign untypical for B2B market where the Boss of all the bosses gave orders to celebrities notorious for their rebellious nature increased the traffic and the number of platform registrations; it was also awarded in industry contests:

  • 5 swords, including 1 gold, in the competition by the Advertising Creators Club,
  • Mixx Awards prize.

In 2018 we will focus on providing for companies new profile pages and on activating the users seeking information about the companies on Aleo.

Supplier financing

Supplier financing is one of the key Aleo platform functions. This solution helps to improve the current liquidity of businesses – both suppliers and off-takers in trade transactions. The suppliers may receive money for their invoices before payment dates, while off-takers can postpone payment dates of liabilities by the period they agree with our bank. Since 2017, the off-takers may also obtain in the ING Business online banking system those invoices that were not discounted on Aleo and conveniently make a transfer with the payment.

Online insurance for businesses

We were the first bank to introduce the option of online insurance purchase for business, therefore we were able to offer attractive prices to clients. Insurance policy can be purchased in 5 minutes ant the process itself is very simple. Many data in the insurance form populate automatically, from official databases, so there is much less data to be filled in by the client.

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