NLB Group, the strongest banking group in the Western Balkans region, responded to the crisis quickly and effectively. Despite the company’s business continuity plan, however, the sudden crisis situation posed a considerable challenge. »In just a few days, we have made it possible for employees who can do their work from home, to do so. We have significantly expanded the capacities of our contact center, adjusted the opening hours of our outlets and have taken preventative measures throughout, ensuring smooth functioning of our systems and services. We realized we were much more agile and flexible than we thought. And also that online meetings are more productive and that we have a lot of untapped knowledge in our house,« explains Andrej Krajner, Communications Director at NLB.