VTB 24 replaced the interface of the front office

Technoserv Consulting successfully implemented a number of large-scale projects with use of a customer relationship management system of Oracle Siebel CRM in the largest Russian companies – Sberbank of Russia, VTB 24, "URALSIB BANK", Renaissance Insurance, M.Video and others.

The project of initial implementing solution is complete in 2010.

2013

Creation of the front office

On October 10, 2013 the Technoserv Consulting company announced end of the first stage of implementation of a front office system in VTB 24 bank.

Project Tasks

The bank decided to reorganize work of the front office and to transfer processes of customer service and sales to a format of "one window" that all necessary transactions were executed in one application. Creation of such system entrusted Technoserv Consulting.

Project Progress

The uniform front office is under construction on the basis of Oracle Siebel CRM, in preparation of documents for the client Oracle BI Publisher is used. During the first stage consultants Technoserv Consulting implemented the processes servicing marketing and allowing to fix customer appeals according to the results of marketing campaigns. For this purpose a system is integrated with the data warehouse and the system of telephony.

The integrator is going to create the solution which will cover sales processes and service of all banking products by the principle of "one window" till 2015. For bank it is an opportunity to reduce operating costs, to increase cross-sellings and to increase quality of customer service. Advantages of the uniform front office estimated 8 thousand employees of bank departments and contact center.

Till 2015 sales of all retail banking products for physical persons and legal entities will be transferred to a new system. The solution will cover 80% of all front office transactions. For creation of end-to-end processes the system of the uniform front office is densely built in an IT landscape of bank and in the final of the project will have hundreds of points of integration. Total number of users of a system will grow to 20 thousand human.

Feature of the project

Feature of the project - creation of the unique product directory. For each product the large number of the configured attributes is provided in it that allows to create the personified offer which is most meeting his requirements for each client.

"Implementation of the uniform front office promises to become the most large-scale IT project in our bank and on number of users, and by the number of the automated processes and the integrated systems. The solution will allow to increase further sales, to optimize processes of service and, respectively, to cut down operating expenses. Thus, the project has a direct impact and on business scales, and on efficiency", - Viacheslav Vorobyov, the Deputy President-chairman of the board of VTB 24 noted.

"Our company has wide experience of creation of the front office solutions implementing the principle of "one window". Such projects quickly pay off and bring to customers notable benefit. Thanks to the fact that employees should not duplicate information more and to switch between different interfaces, the number of errors is reduced, the completeness and accuracy of the data increases, and customer service happens quicker and more qualitatively. And further such solutions can quickly be supplemented with new functional units for support of new banking products", - Olga Rubtsova, the deputy CEO for work with financial institutions emphasized Technoserv Consulting.

"It is the backbone project, it characterizes VTB 24 as progressive bank which aims to provide maximum efficiency of customer interaction, - Elena Mironova, the director of the department of business applications of Oracle CIS told. - Broad functionality of Oracle Siebel CRM integrates with analytics on the basis of data from the different systems. It allows bank to offer the clients equally high level of service at all stages and on all offered products".

2014

On April 3, 2014 VTB 24 bank summed up the results of an open quotation request on provision of services of technical support of software of Oracle^[1].

Maintenance services of the following solutions were required for bank:

• Siebel CRM Base
• Siebel Campaign Management
• Siebel Marketing Resource Manager
• Siebel Marketing Server - Unlimited Record
• Siebel Tools
• Siebel Server Extensions for UNIX
• Siebel Web UI Dynamic Developer Kit
• BI Publisher
• Siebel Financial Services CRM Base Option
• Siebel CTI
• Siebel Lead Management
• Siebel SmartScript
• Siebel Credit Origination
• Siebel Financial Accounts
• Siebel Needs Analysis/Applications - Non Credit
• Oracle Customer Hub B2B
• Oracle Customer Hub B2C
• Oracle Customer Hub Data Steward
• WebLogic Suite
• SOA Suite
• Unified Business Process Management Suite
• WebCenter Suite Plus

The term of rendering technical support – 36 months. The starting price of the agreement – $9.934 million.

Only one company "Technoserv Consulting" took part in a quotation request.

Because based on consideration of requests only one participant was allowed to participation in a quotation request, the quotation request was recognized cancelled. As a result the commission on purchases made the decision to sign the agreement with the only allowed participant. The price of the agreement was $9.904 million.

2015

Project Results

On February 18, 2015 VTB 24 bank announced completion of transition to the IT platform based on the solutions Oracle VTB 24^[2].

Office VTB24, 2014

As a result of implementing solution on the Oracle Siebel CRM platform in 2015, about 26 thousand employees of the bank in more than 1 thousand departments work in a single system of automation, executing transactions of sales and service of the single interface, seeing a contact history with the client and the prepared personal product offers.

Using a uniform integration bus of Oracle Fusion Middleware more than 40 IT systems of bank are connected by a single integration system by means of which they exchange data with speed more than 50 requests per second. The technology provides interaction of the inherited and again implemented systems that allows to replace quickly and effectively one system another without idle times in work of front offices.

The uniform client directory on the Oracle Master Data Management platform is implemented: 40 million client records are loaded into uniform storage, cleaned and correlated to the general reference books.

With implementation of the corporate data warehouse (it is created on the platform of solutions Teradata, SAS BI i Oracle Exadata), in which data from all systems of bank are loaded and stored, in VTB 24 activities of bank for many key directions are provided. Among them - formation managerial, analytical and risk reporting (more than 500 reports), marketing campaigns and the loyalty program, adoption of credit solutions, creation of analytical models, support of the procedure of business planning, calculations for the system of motivation of personnel.

July 08, 2015. The Technoserv Consulting company announced end of the next stage of development of a single front office system on the basis of Oracle Siebel CRM in VTB 24 (further — "VTB 24 front"). The new functionality on sale and service of a number of banking products is added to the processes of marketing automated earlier. Now it is used by all bank departments of VTB 24, ensuring functioning more than 10 thousand his employees.

The VTB 24 front system is unique on the scale and a functional scope — in the application all departments and contact center of one of the largest banks in Russia work. IT solution on the basis of Oracle Siebel CRM and Oracle BI Publisher is integrated with the data warehouse, a MDM system and the system of telephony. The command Technoserv Consulting in the next stage of the project implemented new functionality on support of sales. Today the system of the uniform front office helps VTB 24 to make out the following banking products — the agreement of complex service, a cash loan, the preapproved credits, a service package for wealthy clients Privilege. Within a design of the credit connection of an insurance is possible, and at making decision on crediting obtaining information on the potential borrower in the Pension Fund of the Russian Federation is implemented.

The agreement of complex service — a product from VTB 24. He allows the client to receive in one step a set of basic services — to open the key account in three currencies, to get access to the system of remote banking and the plastic card. "VTB 24 front" supports providing complex service due to integration into the core banking system and a MDM system (it is implemented in bank with participation Technoserv Consulting earlier) where there is a reconciliation of data of the client by certain parameters. The employee also carries out all transactions with accounts and cards within the agreement of complex service in the system of the uniform front office.

The joint project team of VTB 24 and Technoserv Consulting also automated work on issuance of credit as cash. A system selects a suitable credit product and helps the client and the employee of the bank to issue the request for issuance of credit, to fill out the questionnaire and to create the document list for providing in bank. Then the request for the credit is processed by the credit pipeline (this system is also integrated about "VTB 24 front"), and the client receives the message about the made decision. Sale of cash loans is complemented with functionality on interaction with the Pension Fund. In addition, the special service in connection of an insurance is implemented. It is expected that these tools will allow to reduce considerably risks and costs of bank for customer service.

With the help "VTB 24 front" clients get access to the preapproved credits. Information on the current clients is analyzed in the data warehouse, then in a front office system marketing campaigns with the personalized offers on the credits for clients form. Implementation of this process became possible when using the integration solution based on Oracle SOA Suite. The architecture of the solution developed by bank is approved by Oracle and for today is unique for the Russian market in terms of the volume of the processed information. Daily in a system thousands of requests are processed, the volume of issue is 30% of the issued cash loans.

Among the new products of bank implemented by a project team — the packet Privilege focused on wealthy clients. Within this packet jobs of 1,200 personal managers are developed, the functionality on savings accounts and work with households is implemented. Sales volume in this segment since the beginning of 2015 is more than 80 thousand packets.

Until the end of 2015 the bank is going to start in the system of the uniform front office functionality on crediting of legal entities, sale of credit cards. In addition, interaction between call center and bank departments will be automated.

"Our bank the first in the Russian banking system creates single frontal solution of such scale and functional completeness. Today it already covers all bank departments and the most demanded banking products" — Alexey Osipenko, the head of department of methodology of business processes and sales of VTB 24 emphasizes.

"So large-scale implementation is reflected in all IT landscape of bank. In addition to obvious advantages to business, due to creation of a new system we managed to unload the automated banking system, having taken out from it functionality of employees of the front and to reduce number of the systems used for customer service. It gives us the chance more effectively to manage and develop IT assets of bank" — Oleg Zaytsevsky, the vice president, the associate director of department of banking and information technologies of VTB 24 emphasizes.

"We expect that thanks to systems capabilities of the uniform front office expansion of functionality and automation of sales of new banking products will happen as fast as possible and to a minimum risk of violation of work of already implemented processes. Such approach means almost unlimited building of opportunities of the solution that corresponds to ambitious business plans of VTB 24" — Stanislav Martynov, the director of business development with the financial sector comments on Technoserv Consulting.

2016: Upgrade of ergonomics

On July 27, 2016 the Technoserv Consulting company announced upgrade of ergonomics of front office VTB 24 by means of replacement of the interface by Open UI.

The user interface Oracle Open UI and upgraded version of Oracle Siebel CRM in VTB 24 helped to organize the most ergonomic front office for legal entities and physical persons. Transition was preceded by preparation lasting about a year during which technology, infrastructure problems were solved.

Advertizing VTB24, (2015)

Changes affected appearance of a system, its internal functionality: interfaces became more convenient, possibilities of their personal setup extended, response time of the application was reduced by actions of the user, high-speed performance of elementary transactions increased (transitions on screens, information input).

For work of users the front line was transferred to the Google Chrome browser. Criticality of seamless transition is caused by need of the simultaneous beginning of use of all 10  thousand employees working with VTB 24 the Front.

Taking into account a geographically-distributed structure of offices VTB 24 on different time zones, round-the-clock operation of call center, for works on system implementation selected a technology window lasting 12 hours.

VTB 24 and Technoserv Consulting for 8 night hours is executed by forces of the combined team transition to the upgraded version of Oracle Siebel CRM, migration of a DB and installation of other functionality.

We created the most advanced front office system in terms of ergonomics of the interface and total cost of ownership of IT. Thanks to the coordinated efforts of all participants of a project team, the complex functionality and the advanced opportunities of Oracle Siebel CRM and Open UI were implemented precisely in the appointed time, at the same time as a result we simplified work to users without any technology breaks in customer service. We hope for continuation of successful and effective cooperation both within the Single Frontal Solution project, and at the solution of other tasks of development of information and technology infrastructure of VTB 24 bank. Sergey Rusanov, director of the department  of banking and information technologies of VTB 24 bank

Deployment of Oracle Open UI in the CRM system of VTB 24 bank — one of the largest similar projects in Russia in terms of the volume of the translated functionality and volume of the customer base. Features of work of large bank which could create difficulties upon transition did not affect quality of the project. Once again the TSK and VTB 24 command proved that there is nothing impossible if it is good to be prepared and work well-coordinated. Kirill Bulgakov, CEO Technoserv Consulting

Notes