Oschadbank: New Initiatives and 15% Growth in Acquiring Users

Oschadbank, a leading financial institution in Ukraine, is making significant strides in the field of acquiring services, as reflected in a remarkable 15% growth in its customer base for the year 2025. The bank's Deputy Chairman, Anton Tyutyun, recently discussed the innovative measures being adopted within the institution, as well as new approaches aimed at engaging clients more effectively.

Tyutyun emphasized that at Oschadbank, every employee is encouraged to propose changes and innovations, regardless of their position. This inclusive approach allows ideas to emerge from all levels, from a cashier at a branch to a department director. A notable example of this initiative occurred at the onset of the full-scale war, when clients residing in temporarily occupied territories or those who had fled abroad lacked convenient communication channels with the bank. Oschadbank was the first to enable customers to make calls via the messaging app Rakuten Viber, which is used by over 75% of Ukrainians. This decision marked a significant step in improving customer communication.

In its pursuit of innovation, the bank maintains a clear vertical structure that balances creative ideas with their viability. Oschadbank's goal is to transform the customer experience into quality services rather than merely inventing new offerings.

Among the new initiatives being rolled out by Oschadbank is the connection to international processing centers such as Cybersource and MPGS. This integration allows the bank to serve global clients and engage with complex cross-border payment technologies. A successful example of this is the integration of Oschadbank's acquiring services into the McDonald's mobile application. Additionally, the implementation of the Tap to Phone technology for iOS has turned a standard iPhone into a comprehensive payment tool.

Recently, Oschadbank introduced the Partial Approval service, which allows for flexible payments using multiple cards, as well as the capability for online refunds for returned goods. This development illustrates the bank's ongoing commitment to enhancing and refining the services it offers to its clients.

Looking ahead to 2026, Tyutyun highlighted that the past year has been productive for acquiring services, and the upcoming year will focus on improving existing services. The bank plans to launch an analytical platform for merchants and integrate service desks for rapid processing of service requests. Oschadbank is also actively working on changing its approach to service connectivity, implementing online onboarding for acquiring services without the need for clients to visit the bank.

Innovation is a key element of Oschadbank's strategy. Tyutyun noted that the Ukrainian retail sector is transforming into powerful financial ecosystems, where marketplaces, postal services, and online stores already possess their own payment tools. Therefore, if a bank is not present in the online space, it essentially does not exist in the market. Oschadbank aims to modernize and digitize its services by 2028, focusing on acquiring, lending, and digital accessibility.

In response to questions regarding the dynamics of acquiring service users, Tyutyun stressed that quality service, full functionality, and speed carry significantly more weight than pricing factors. He stated that a satisfied customer becomes a promoter of the bank, bringing in new potential clients. In 2025, Oschadbank observed a steady increase of 15% in its acquiring customer base. The primary leaders among categories utilizing acquiring services remain fuel companies, grocery chains, and pharmacies.

Regarding the distribution of traditional versus online acquiring, Tyutyun noted that retail acquiring accounts for approximately 84% of all transactions, while online acquiring demonstrates a higher average check of over 600 UAH. This indicates that POS terminals remain convenient for everyday purchases, whereas online acquiring is more frequently associated with planned expenditures. Oschadbank is focusing on deepening traditional acquiring in the large and medium business segments, while for small businesses, the OschadPAY application may become the primary method for accepting payments, transforming smartphones into a full-fledged cash and payment ecosystem.