| Analysis criteria |
Traditional model |
Digital model |
| Time period for customer service |
Opening hours are limited by working hours |
Around the clock, limited by the time of transaction confirmation |
| The speed of client operations |
Due to the qualifications of the bank's operational officer |
Instant |
| Customer service threading |
Flexible, limited by the available variety of service channels |
Flexible and multichannel, through an accessible and customer-friendly communication channel |
| Service commission cost |
Includes bank expense items, personnel and departments |
Supported by software or provided free of charge |
| Territorial structure of bank services |
Limited by the territorial coverage of the office representation |
Limited by ISPs or Mobile Internet |
| Legal status of an operational officer in the banking process |
Bank employee confirming the operation |
Bank customer dials and confirms the transaction |
| Time spent on familiarization with the introduced services and promotions |
Time spent on familiarization and training |
Time of e-mailing (SMS and e-mail) |
| The main cost item of the service system |
Bank office maintenance costs and employee salaries |
The main item of expenditure is hardware - the purchase and maintenance of servers and software |
