Kostiantyn Isaiev: A happy customer is the best business strategy of all"

Interview with Kostiantyn Isaiev, Product Owner, Head of Micro Sales, Business Banking Sales Department at maib

Hello, Kostiantyn! In our previous interview, we talked about your work at maib with micro-sales clients—entrepreneurs with annual turnover up to 9 million MDL. That was almost two years ago. What's changed since then?

Quite a lot, both quantitatively and qualitatively. Even the definition of "microenterprise" has changed. According to the National Bank classification, microenterprises now include businesses with an annual turnover of up to 18 million MDL. Personally, I avoid using the term "micro", preferring "clients with an annual turnover of…". A million euros annually may not be much in trade but is significant in the service sector.

Did this change lead to an increased proportion of your clients within maib’s overall Business Banking segment?

Exactly. Today we have 38,000 active clients. maib now serves approximately 70% of Moldova’s business customers. Those are quantitative changes. Qualitatively, we've introduced new technologies and automated processes to improve branch efficiency and online channel accessibility.

38,000 is impressive. Is there still potential for growth?

Absolutely. We have a clear strategy for attracting new clients, including startups.

Any special offers for newly created businesses?

Yes, the "Start" package includes two accounts (in local and foreign currency), internet banking (web and mobile), payroll projects, and a business card. Businesses less than 12 months old receive free servicing for six months.

What other packages does maib offer?

We have packages tailored to different sectors. For agriculture, we offer packages with no fees during inactive periods. For clients conducting international operations, we provide direct currency rate negotiations. Businesses with up to 18 million MDL turnover can opt for a personal manager available 24/7.

What's new in digitalization?

We continue developing the "maib business" mobile app. Clients can now open accounts, order business cards, sign payments, and manage transactions entirely from their phones.

How about lending?

By the end of the year, we plan to offer mobile-app lending. Clients can already obtain loans online without visiting branches, including remotely issued guarantees for tenders.

Does the customer remain central to your approach?

Customer centricity is fundamental at maib. We organize business and accounting seminars across Chișinău, Bălți, and Cahul, where client feedback is invaluable.

How do you assess the current business climate?

Small and medium enterprises remain active and growth-oriented, supported by national programs like FACEM Investiții and FCA for agriculture.

What are the advantages of these programs?

Beneficial financing for investments in energy efficiency and agriculture, with reduced interest rates and grant components.

What's the role of the maib team?

Our team is essential. We have over 100 employees in branches and 13 active sales specialists. Communication with clients is flexible: phone (line 1314), chat bots, Facebook, Telegram, Viber, and specialists available to visit clients onsite.

Our main strategy: A satisfied customer is the best business strategy.