Translated by

VTB implemented a knowledge management system - "Business Wikipedia"

Customers: VTB - Vneshtorgbank

Moscow; Financial services, investments and audit

Product: KMS Lighthouse (Knowledge Management System Lighthouse)

Project date: 2018/06  - 2018/11

On December 13, 2018 the VTB bank announced end of system implementation of knowledge management "Business Wikipedia" for all retail departments and contact centers of bank. Based on the implemented platform data on all banking products, departments and services were integrated and synchronized. Now the employee of the bank needs less than 3 seconds to find necessary information.

For December, 2018 a system is used by 2 thousand call center operators and 30 thousand employees of retail business. Implementation was carried out by DIS Group company which represents KMS Lighthouse company in Russia.

The knowledge management system "Business Wikipedia" became an integral part of work of all staff of contact center. We already see that it is very effective tool which helps employees quicker and more qualitatively to service clients. By our estimates, a system completely will pay for itself in 14 months.
Olga Tsegelnaya, Head of Department of client service of VTB

Besides, "Business Wikipedia" was it is integrated with external systems for additional functionality. So, integration with service "Yandex. Maps" allows authorized employees of the bank to see location of any department. Integration with a management system for queue allows to see the current load of departments. With Mail Exchange Server and SMS- the gateway – to do mailing of messages.

It is planned that expansion of use KMS Lighthouse on other departments of bank will become the next stage of the project. In the long term "Business Wikipedia" should become a direct information system for all divisions of VTB which are responsible for work with clients. One more potential direction of use of a system – providing information to online canals, for example, on the website or to the chat-bot.