Technoserv pulled out the contract for creation of virtual department of VTB 24 at competitors

One of the largest retail banks of Russia – VTB 24 is going to create virtual department for 70 million rubles. At the beginning of November, 2016 the bank announced an open quotation request to select the contractor for development and deployment of a system.

Project Tasks

It is planned that round the clock in online regime of at least 200 operators will be able to respond to the requests of clients in chats. Relation with virtual department is going to be established through mobile application, through Internet banking, and on the website of bank.

VTB 24 is going to develop and implement the Virtual Department system in two stages. System implementation at the first stage is planned for May, 2017. The functionality assumes that the chat only in mobile bank for natural persons will be created (in applications iOS and Android). In correspondence with the operator the client will be able to send screenshots or other investments. At this stage development is not supposed to be integrated with a single CRM system of the VTB 24 Front bank yet.

On the next stage of implementation in August, 2017 the functionality should be significantly expanded. An opportunity to communicate with the operator through a chat will appear at natural persons through Internet bank, at legal persons – through Internet bank and mobile bank. The chat can be attached to a voice call.

Besides, it is supposed to implement functions of sharing and a kobrauzing. Sharing means that the operator will be able to show to the client a screen/part of the screen / a certain application / web page / document on the screen. Thus the employee of the bank will be, "train" users, showing how to execute certain transactions.

The Kobrauzing will allow the employee to make operations in Internet bank with the order of the client. At the same time the client online controls her correctness and confirms transaction with the OTP code. It will allow to work on filling of a form of any request, for example, jointly.

At the second stage of implementation Virtual department will be already have to integrated into the VTB 24 Front.

VTB 24 bank will create virtual department for 70 million rubles

Virtual department at the same time will have to service chats 200 operators, at the same time 1000 operators should have an opportunity to do it. In hours of the highest loading a system should be capable to service the 3000th chat sessions, 300 sessions of a kobrauzing and 100 sessions of sharing. Peak quantity arrived a chat sessions in day – 50000.

Upon the demand of VTB 24, data storage should be implemented on a DB of Oracle or MS SQL.

Besides, the bank calculates that the Virtual Department system can be expanded: for example, to implement online calls and video calls from clients, to create chat-bots, to integrate with mobile messengers, etc.

VTB 24 is going to consider requests and select the contractor at the beginning of December, 2016.

Banks actively work on creation of IT services which reduce cost value of banking activities. Many financiers predict that classical offices at banks will become less. For example, in October, 2016 at the forum Finnopolis in Kazan the founder of Tinkoff online bank Oleg Tinkov described how sees the future of banking sector in 10 years. According to him, in a case with retail banks of department should disappear. According to him, bank of the future are phone.

Fight for the contract

Serious fight was started for an opportunity to create and implement virtual department in VTB 24 bank. To the middle of November, 2016 the proposals on an open quotation request were submitted at once by 7 companies:

• Si Ti Ay LLC (the company suggested to perform works for 68.3 million rubles)
• OSK LLC (66.4 million rubles)
• CROC Inc. Ltd (66 million rubles)
• ITFB Groups LLC (61.1 million rubles)
• JSC Asteros (58.6 million rubles)
• Prokatt LLC (56.3 million rubles)
• Technoserv Consulting LLC (53 million rubles)

Proposals of competitors differ at the price more, than for 20 million rubles, at the maximum price of the contract in 70 million rubles which VTB 24 is ready to spend. At the same time Technoserv went for the biggest decrease, having reset nearly 25%: the company suggests bank to create virtual department for 53 million rubles.

To the middle of November, 2016 the bank only accepted requests, but did not select the contractor yet.

Contractor

Will create virtual department of VTB 24 Technoserv Consulting company. Such decision was made at the end of 2016 by specialists of bank.

From seven companies which submitted applications for this project allowed to tender only Technoserv Consulting. The procurement commission of bank recognized requests of all other six participants as non-conforming to the stated requirements and to further participation refused to them admission.

At once at five participants in requests to required parameters there did not correspond two points: demonstration of sales opportunities of the Web Chat of the client with the operator and joint work demonstration (kobrauzing) of the client with the operator on web resources.

The offer of Technoserv was the lowest at the price. From the amount which the bank was ready to spend for creation of virtual department the integrator reset nearly 25%.

VTB 24 made decisions to sign the agreement about Technoserv Consulting. The company will have to create for bank virtual department by the end of 2017.