Sberbank of Russia Improves Customer Service and Automates Distressed Asset Management with Customer Relationship Management Platform
 
 

Sberbank of Russia Improves Customer Service and Automates Distressed Asset Management with Customer Relationship Management Platform

Sberbank of Russia is the largest credit institution in Russia and the Commonwealth of Independent States (CIS), accounting for 27% of Russian banking assets and 26% of Russian banking capital. In 2010, it ranked 43rd in the world for Tier 1 capital.

Sberbank of Russia needed to increase business efficiency and employee productivity due to the growth in its corporate clientele from 1.2 million to an estimated 1.6 million. It also wanted to automate distressed asset management to reduce the number of corporate clients’ bad debts. It deployed Oracle’s Siebel Customer Relationship Management (CRM) 8.1 applications to create a single client view, optimize client communication, improve efficiency, and automate distressed asset processing. Today, 18,000 employees in 17 branches across Russia use Siebel CRM applications for debt redemption.

 
 

 
 

Challenges

A word from Sberbank of Russia

  • “Innovation and client service are the foundation of our business strategy. Oracle’s Siebel CRM applications helped advance our objectives by enabling us to deliver faster, more personalized service while managing and tracking distressed assets.” – A.B. Sokolov, Head of Center of Business Administration and Customer Relationship Management, Sberbank of Russia

  • Establish a user-friendly customer relationship management (CRM) system that enables self-service analytics, improves visibility, and provides faster access to essential customer information, following growth in corporate clientele from 1.2 million to an expected 1.6 million clients
  • Decrease the volume of bad debt by automating distressed asset processing across all 17 Sberbank branches in Russia
  • Create a single database of existing and potential corporate clients
  • Drive high-quality, competitive customer services by simplifying client communication processes and enabling personnel to quickly access client information

Solutions

  • Deployed Siebel Customer Relationship Management 8.1 applications to create a single client view, optimize client communication processes, and implement a successful client retention procedure program based on accelerated decision-making
  • Consolidated borrower information across the entire organization into a single repository to obtain, for the first time, a single view on the bank’s borrowers
  • Leveraged efficiency gains obtained with Siebel CRM to automate distressed asset processing within Sberbank’s model of bad assets collection and achieve close collaboration with 17 branches spread across Russia for debt redemption
  • Automated borrower rating calculations and enabled 18,000 employees using Siebel CRM for everyday operations to generate, update, and analyze related borrower groups online at any time
  • Increased employee productivity and overall business efficiency significantly, due to Siebel CRM’s user-friendliness; single log in window; business processes unification; and automation, which reduces manual work
  • Monitored 103,000 client transactions and 32,000 bank cards with credit collection issues (100% of Sberbank’s bad borrowers) with Siebel Customer Relationship Management 8.1, reducing the amount of bad debt significantly in 2010
  • Used Oracle Business Intelligence, Enterprise Edition 11g to expand visibility into key business metrics, including the credit contract pipeline
  • Facilitated document and unstructured content storage and search with Oracle Universal Content Management 11g, which became an indispensable content management tool across the organization and in the board room
  • Worked with Oracle Partners Technoserv Consulting and Sitronics IT to successfully roll out Siebel Customer Relationship Management 8.1 to more than 5,000 corporate department managers in 17 regional Sberbank branches within 12 months

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