Improving Remote Service Channels and Self-Service

Transferring our customers to remote service and self-service models is a key element of Sberbank’s queue reduction programme. Remote service channels save our customers time and allow those with limited mobility to access the Bank’s services.

Our main results in this area in 2011 include the following:

  • A new section — Personal Finance — was added to Sberbank Online providing a convenient overview of customer income, expenses and assets;
  • The Bank introduced an Auto-Payment service allowing customers to make automatic pre-scheduled payments to various service providers;
  • The number of active users of Sberbank Online reached 2.4 million, while this figure for our Mobile Bank service totalled 5.3 million;
  • Sberbank Business Online, our Internet-based solution providing access to a full range of corporate banking services, is used by over 260,000 small-, medium- and large-sized businesses;
  • Some 71% of all retail transactions — payments, transfers, loan repayments and cash withdrawals — are made using remote service channels and self-service units;
  • The Bank’s cash machines and payment terminals allow customers to make payments to over 15,000 service providers.
Training and Consultation Centre for Public Electronic Services

In 2011, specialists from Sberbank’s Severny Bank designed a training course on the use of modern banking technologies and services: plastic cards, remote banking services, the Transport Card, the Universal Electronic Card for Russian citizens, etc.

The training premises are equipped with the Bank’s cash machines and payment terminals, so that trainees can try out their new skills in practice. Course participants, mainly pensioners, are also trained in using computers and the Internet. Between May 2010 and January 2012, over 700 people received training at the social training and consultation centre and some 3,000 people received consultations outside training courses. Moreover, text and video materials prepared by specialists from Severny Bank were made available on the centre’s website and accessed more than 10,000 times.


My Annual Report

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