July 28 15:37
VTB replaced the foreign knowledge management system for the Russian decision and provided 53 thousand employees with the uninterrupted use of the service for servicing more than 26 million active retail customers. The bank completely switched to the Russian decision, retained the ergonomic interface and improved the functionality for users.
“The transition to a domestic decision increased productivity and accelerated customer service due to the more prompt provision of information and answers by bank employees. The update of the system passed without downtime and failures and did not affect the quality of service users of services, ”said Nikita Rybchenko, head of the Department of Technological Development of General Bank Systems of VTB.
Employees gained more prompt access to detailed information about products, services and procedures. The simplified structure of the knowledge base also contributes to the accelerated adaptation of new employees.
“It was important for our team that the new system not only worked, but really increased the effectiveness of employees in daily customers. Now for experts, a unified entry point has been implemented to search for accumulated knowledge of the bank, all information about products, services, promotions, internal and client processes, frequently asked questions and answers. This is especially important for those who work with customers daily, ”said Julia Kopytova, head of the department of analysis, coordination and grocery development of the bank.
