Sberbank selected developers for development of corporate CRM

2019

Development of corporate CRM for 473 million rubles

On October 7 the Sberbank of Russia approved the protocol based on negotiation with winners of competition on development and modification of the software for a corporate CRM system (AS "CRM Korporativny") based on the Oracle Siebel CRM platform.^[1]

Sberbank selected developers for development of corporate CRM

Tender of Sberbank consisted of 8 lots. Everyone meant development of a certain part of the CRM system, for example, of business process automation on crediting of corporate clients, development of functionality risk tools, functionality online of interaction and other.

The most expensive lot was devoted to modification of functionality on the postponed processing of addresses. Works in this part were estimated at 122 million rubles. The bank was going to spend least of all funds for development of engineering transformation of CRM – 15 million rubles.

For all project Sberbank needed 6 professional categories – the main developer / architect Siebel, the leading developer Siebel, Siebel developer, the top analyst, the analyst and the specialist in the automated testing. Payment of their work (cost of payment of people/day) was estimated in the range from 11.9 thousand up to 28.9 thousand rubles.

Each lot required the team of experts. So, 1 Siebel developer, 2 analytics and 12 specialists in the automated testing was necessary for development of functionality of the automated testing. At the same time for participation in tender requests of the same specialists of a project team for several lots were not allowed.

Based on assessment of requests and negotiation with participants developers were selected and the total prices on each lot are approved.

So, the Jett Soft company will be engaged in software development regarding business process automation on crediting of corporate clients (the maximum cost of works on the agreement - 77.4 million rubles) and regarding development of engineering transformation (16 million rubles).

"Philosophy.IT" won four lots. They are devoted to development of functionality risk tools (61.4 million rubles), functionality interaction online (89 million rubles), functionality on the postponed processing of addresses (121.6 million rubles) and also transaction functionality (72 million rubles).

(Development of functionality of the automated testing, 35.6 million rubles) the Siblion company got one lot. On one lot the winner was not selected as to conditions of tender there corresponded the request only of one participant.

All agreements are signed for a period of 18 months. Their total cost was 473 million rubles.

Canceling of tender on development of retail CRM for 491.3 million rubles

On May 7, 2019 Sberbank of Russia the EXPERT "CRM Roznichny"", created based on the Oracle Siebel CRM platform announced competition on development and modification of the application software regarding development of an automated system ". The total amount of works was estimated at 491.3 million rubles.^[2]

Sberbank will invest nearly half a billion rubles in development of retail CRM

However on June 18 tender was cancelled on an absence reason of participants.

Tender consisted of 6 lots. The first lot assumed technology development of CRM. The others – development of a certain functionality, in particular, broker service, a stationary workplace of the employee, sales and customer service, the user and integration functionality and also functionality on selection of products, a service package and marking of clients.

All works had to be performed within 20 months from signature date of the agreement.

All project required five professional categories: the main developer / architect Siebel, the leading developer Siebel, Siebel developer, the top analyst and the specialist in the automated testing.

Work of the chief developer was most expensively estimated – the cost of payment of people/day is up to 28.99 thousand rubles. Below everything - work of the specialist in testing up to 11.9 thousand rubles a day.

For each lot the set of specialists was defined. So, for example, technology development of CRM required 7 chief developers, 3 top analysts and 1 tester, and for development of the user and integration functionality - on 3 chief and leading developers, 3 top analysts and 3 specialists in the automated testing.

For each professional category in terms of reference basic requirements which they should have were defined. For example, the main developer / architect Siebel had to have work experience in a role of the developer of 3 years on projects of development, implementation or modification of Siebel CRM, including not less than 2 years as the architect. From it experience, both in cascade (waterfall), and in flexible methodologies (agile) of development was required. Besides, he had to own the building tools Siebel (the user interface, business logic, technologies of integration): Siebel Tools, Open UI, Assignment Manager, etc. In addition, experience of development of 3 years on SQL (Oracle DB) and/or PL/SQL (writing of requests, procedures, the analysis of plans, optimization of performance) is necessary.

More detailed information on requirements to qualification is provided in documentation of purchase.

According to the research of TAdviser conducted in 2019, Sberbank is the absolute leader in purchasing amounts of the licensed software and technical support of Oracle. On the account of Sberbank of the two first places in a ranking of Top-25 of the largest purchases for 2014-2018 and leadership in annual purchasing amounts in 2015 and 2018. Besides, Sberbank is the absolute leader in the total amount of purchases of software and technical support of Oracle in 2014-2019 – more than 10.7 billion rubles. Read more here.

Notes

2015: In CRM 52 thousand users work

As reported TAdviser in Sberbank, as of October, 2015 in a system 52 thousand users work. In total the CRM project for retail is expected 140 thousand users.

2014: 15 thousand licenses of a system are implemented

By data Technoserv Consulting for January, 2014, all 15 thousand licenses of a system are implemented, and for the end of the project their (2015) about 100 thousand will be set.

2018-2011: The first three stages of creation of CRM

The CRM project on the Oracle Siebel CRM platform in Sberbank started in 2008. It was a part of kliyentoriyentirovanny strategy of bank and was designed to optimize work with clients of the corporate block.

Within the first two stages of the project the single database on all corporate clients with submission of the most complete information about them was created, the functionality of business planning is implemented, the block of analytics allowing to receive quickly any reporting under work of bank with clients is created.

The option of business planning allows to set planned targets in a system. Besides, in a system it is possible to work not only with acting, but also with potential clients. Data on the organizations which then are assigned to territorial banks and their employees are loaded into CRM from external sources.

Preparation of automation of credit process, processes of monitoring and work with troubled assets, control automation by contacts of the management of bank became the main tasks of the third stage which was completed in September, 2011.

Besides, integration with the systems of calculation of credit ratings, establishment of limits for which materials completely form Oracle Siebel CRM system was carried out.

For October, 2011 in the CRM system of Sberbank more than 21 thousand users across all Russia worked. In it business activity more than on 350,000 clients was reflected. In the territory of the CIS it is the largest industry CRM project.

"We implement the IT project of national scale to provide efficiency of service for our clients, to bring him to qualitatively new level, - Andrey Sokolov, the chief of the Center of business administration and CRM of Sberbank of Russia said in 2011. - Implementation of a new management system of customer relation will provide growth corporate the direction of business of Sberbank".

"Creation of the CRM system for management of corporate clients in Sberbank - the significant and large-scale project. A work progress is directly supervised by the top manager selected for this project - the vice president of Oracle. It is really the world-class project, - Konstantin Kharin, the director of the department of work with the financial sector, Oracle CIS noted in 2011. - Specialists of Sberbank were included into expert advice on development of requirements for new versions of products of Oracle. Thus, experience turns out mutual, mutually developing and mutually advantageous".

"By right it is possible to call this project the largest in the territory of the CIS, - Kirill Bulgakov, the CEO said Technoserv Consulting. - Its uniqueness consists in complete coordination and consolidation in one system of all processes of interaction with corporate clients of the largest bank in Russia and one of the world's largest".

Creation of functionality for work with clients of small business and Collection had to become the next stage of the project. As Andrey Sokolov, the head of department of business administration and CRM of Sberbank of Russia noted, based on the first stages users noted "increase in transparency of business processes, convenient team interaction and advantage of a single system of the organization of sales".

The project budget the parties does not reveal. However proceeding from the standard cost of licenses for Oracle Siebel CRM ($3750 for Siebel Enterprise Edition and $1150 for Siebel Professional Edition) and the fact that the licensing type (Enterprise or Professional) is defined on the basis of data on annual revenues of the company or on volume of the managed assets its budget can make $78.7 million without the consulting cost (calculations of TAdviser).

In December, 2010 in Sberbank the project on implementation of the automated control system of customer relations – individuals started. The head of department of the analysis of the customer base Maxim Mozgovoy supervising this project called it the most ambitious and large-scale project of this kind not only in Russia, but also in the CIS and Europe.

Earlier, summer of 2010, Sberbank held the tender and defined software provider and the company which had to carry out works on implementation. The Technoserv Consulting company won the tender.

Project information

Thanks to the CRM system each employee of Sberbank can obtain the most complete information about the client, trace the history of his relationship with bank and on the basis of a profile of behavior to reveal his tendencies and preferences. As a result the manager of Sberbank can make the client the most relevant proposal.

"The client will begin to be identified in contact center, - Maxim Mozgovoy in Finam.info interview told. - Today, when you call in contact center, your requests are serviced in not personalized type. The only exception – a situation when you need to block the card or to make other transactions requiring a request of the service information. The main value of the personified communication is that it is possible to define needs of each client on the basis of his profile of behavior and to understand what products to offer it that specifically can interest him. Therefore at the appeal to contact center there can be such situation that the client will receive the offer oh, it is admissible, acquisition of a certain credit card with a limit for 50 thousand rubles, or with a limit for 150 thousand rubles, and this limit it will be individual".

The CRM system can quickly define if the client belongs to the category highly profitable or VIP-clients and to automatically transfer him to a branch-off group of service.

Besides, the CRM system helps to simplify communication of the client with bank if it had any questions or problems with services. "All offers on work of Sberbank will be remembered, this information remains in a system, - Maxim Mozgovoy says. - The client will not need to explain 10 times to different people what he had a problem. The subsequent employees will see background of communication with the client and to see a request in a context".

To protect the data on clients which are in a CRM system the special protocol which is not allowing to unload the database paketno was included. "By and large the only thing that the manager can make is to remember some information, - Maxim Mozgovoy calms. - But he can make it in any company which interacts with clients".

All transactions "are logged" (i.e. the input is possible under a name and the password) and remembered therefore it is possible to trace which of employees of the bank what actions in a CRM system made.

The project budget on implementation of CRM by Sberbank does not reveal. "It is comparable with similar projects in large telecommunication companies, - Maxim Mozgovoy comments. – The project is serious, and financing, naturally, too".

According to Maxim Mozgovoy, retail CRM – "the most overambitious and large-scale" the IT project of bank. "First, it is absolutely unprecedented volume of integration. At us a huge number of points of integration with which we interact, – more than 20 points of integration only at the first stage of the program, - it proves the point of view. – Secondly, huge scope. Business processes in the program are covered in five directions – contact centers, work of sales managers in our branches, telemarketing, active sales, creation of a uniform view of the client".

When Sberbank only began to implement CRM technology, the chairman German Gref in the letter told employees of the bank that Sberbank intends to create "the best CRM system". Maxim Mozgovoy said that Sberbank is on the way to such system. He emphasized that "it will be the most large-scale implementation not only in Russia, but also in the CIS countries, and even in Europe". "Implementation of CRM covers both corporate, and retail business, but actually most key and serious part of works is retail because at us as you understand, more than 20 thousand departments and more than 200 thousand employees. Of course, not all of them will work in this system at once. But potentially the scope from any point of view - both with functional, and with geographical, and from the point of view of the number of users – is unprecedented", - Mozgovoy said.

Notes

Retail CRM is the overambitious project of Sberbank