The Volga region bank of Sberbank of the Russian Federation gives system "Client-Sberbank" to service of the third-party company

The Asteros company started outsourcing service more than 22 thousand clients of the Volga region bank JSC Sberbank of Russia.

Objectives

About 22 thousand companies clients of the Volga region bank use the system of remote banking "Client Sberbank". Earlier the bank by own forces serviced this system at clients. To raise customer satisfaction of bank and to guarantee work of one of key IT solutions, it was decided to transfer software maintenance of the third-party company.

The Asteros company became the winner of an open competition.

Solution

The contract of outsourcing is expected a year. Specialists of Asteros execute installation or updating of a system and also provide elementary education to work with a system. On average in a month about 700 addresses from clients of bank arrive. Their service is completely closed by a team of service engineers. Under the terms of the agreement on service quality (SLA) the maximum completion date of the standard requisition makes 16 hours, and urgent — 8.

The recording system of requests of bank is integrated with the Service Desk "Asteros" system. On the one hand, it allows service provider to react to the arriving addresses quickly. And with another — control service of quality of the Volga region bank to control rendering services and to estimate customer satisfaction degree.

"To our corporate clients it is important that remote banking was performed uninterruptedly. Centralization of service helps us to reduce also costs on support of a system" — Vladimir Sitnov, the vice-chairman of the Volga region bank of Sberbank of the Russian Federation noted.

"The Volga region bank services the extensive territory, certain clients are deleted from the central office more than on 300 km. We could build maintenance processes so that accurately to observe the quality parameters registered in SLA" — Dmitry Shilov, the acting head of directorate on IT outsourcing of Asteros company emphasized.