Tirana Bank launches omnichannel retail service on Backbase

Tirana Bank has launched an omnichannel retail banking service built on Backbase's Banking OS, giving the Albanian lender a single digital retail service across mobile and web.

The launch replaces a fragmented legacy setup that had created inconsistent customer experiences across channels and limited self-service options. Completed in 12 months, the project includes a cloud-native deployment on Microsoft Azure, with business banking due to follow.

The new service covers accounts, deposits, statements, internal and outgoing transfers, card management, bill payments and financial insights. It also includes end-to-end online applications for loans and credit cards, as well as Digital Assist in the employee app.

Retail customers can now apply for credit cards, take out consumer loans and manage multi-currency accounts in Albanian lek and euro through one app. The aim is to reduce branch visits for financial advisory needs.

Apple Pay has also gone live as part of the rollout, making Tirana Bank one of the first banks in Albania to offer the service through its mobile app. Real-time spending insights are now available as well, a feature still relatively uncommon in the local market.

The implementation was delivered with Endava, a certified Backbase delivery partner. Reference projects at DSK Bank in Bulgaria and Eurobank in Cyprus helped support Tirana Bank's choice of platform, according to Backbase.

Digital shift

The project reflects a wider shift among banks in south-eastern Europe as lenders try to move customers to digital channels and reduce reliance on older systems. In Albania, banks have been under pressure to improve online and mobile services as digitalisation becomes a broader policy goal.

Tirana Bank is targeting full digital onboarding by the end of 2027, allowing customers to open and start using accounts without visiting a branch. It also plans to have both retail and business banking live on the platform before the end of 2026.

Amsterdam-based Backbase supplies software that banks use to unify customer-facing digital services. More than 120 banks use its platform across retail, small-business, commercial, and private banking, the company says.

For Tirana Bank, the launch is part of a broader digital transformation effort as competition among lenders increasingly extends beyond pricing and branch presence to the quality of mobile and web services. The bank is part of Albania's BALFIN Group and serves retail, SME and corporate customers.

A regional executive at Backbase described the launch as a milestone for the market.

"Albania is on its path to EU membership, its government has made digitalisation a national priority. Tirana Bank looked at that moment and decided to lead it. They came to us with a clear ambition. Twelve months later, they are live with not only MVP but a full Retail APP. This is a first for Albania, and a reference for the Balkans. For Backbase, it confirms that the Banking OS gives regional banks a genuine speed advantage - so their teams spend time building what differentiates them, not rebuilding what's already there," said Robert Mihaljek, Regional Vice President for Southeast Europe at Backbase.

Tirana Bank's retail banking chief said the launch is intended to improve how customers interact with the lender daily.

"This launch marks a significant step in our digital transformation journey, as we continue to invest in solutions that bring real, everyday value to our customers. TiBank+ is designed to deliver a seamless and intuitive banking experience, combining convenience with the trust and human connection that define our model," said Lila Canaj, Chief Retail Business Officer at Tirana Bank.

"Through our partnership with Backbase, we have accelerated this transformation, bringing to market a modern and scalable platform built to evolve with our customers' needs. This collaboration reflects our ambition to lead with innovation while staying focused on what matters most: creating banking experiences that fit naturally into our customers' everyday lives."