Aim is doubling business, but customer convenience is priority

Russia's VTB Bank has deployed high-end technology and its main aim is to achieve truly multi-channel customer access environment:

A systemically important bank in  Russia, VTB Bank is a leader in the financial services sector in the country. It offers all the categories of banking services to its 17 million customers across the world, comprising corporate, SMEs, private entrepreneurs and individuals.

The bank gives absolute priority for its customers and their experience with the bank. In its endeavour to become a first-choice bank in the market and be an industry leader in service quality and customer convenience, it is obviously using high-end technology, personalized communications with specialized access platforms, and advanced data analytics and modelling tools. Its priority has been to induct digital customer communication channels, which has no doubt helped it to achieve a novel target - now over 50% of sales is through digital channels without visiting a branch, and over 80% of banking services is provided remotely. It continues to be a universal bank, but its branch network and other traditional infrastructure have been transitioned to create a truly multichannel customer access environment. It also has created an almost paperless office and maximized electronic document workflow with external counterparts.

UNIFIED OPERATING FACTORY