VTB Bank centralizes knowledge across its global call centers providing synchronized information from any branch

60,000
users worldwide
2,500
knowledge articles
A few seconds
for agent to find all necessary information
Background

VTB Bank is one of the leading banks of Russia. VTB Bank and its subsidiaries form a leading Russian financial group – VTB Group, offering a wide range of banking services and products in Russia, CIS, Europe, Asia, Africa, and the U.S. In order to accommodate the wide range of services they offer, they operate call centers worldwide in their international branches, with a call and retail branches that consist of 32,000 employees.

VTB Bank enables agents to navigate through a sea of information and provide accurate and consistent answers to customers across the globe.

Challenge

Due to the large size of their organization it was a constant challenge for the Bank to ensure that the information provided to customers was accurate and consistent, even if the customer was to contact various employees in different branches.
The Bank was also struggling with an overload of systems and programs that served employees with the information they needed to know in order to serve a customer well. To navigate the sea of different sources of information, employees needed an average training period of 4 weeks before they could start. They needed to find a solution that would condense all this into one system.

Solution

To overcome the issue of providing consistent, accurate and fast knowledge, they implemented Business Wikipedia, the name they chose to define the Lighthouse platform, for all retail outlets and contact centers of the Bank. Based on the new platform, all data on all banking products, branches and services were combined and synchronized. Now a VTB Bank employee needs less than a few seconds to find all the necessary information.
In addition, Business Wikipedia was integrated with external systems for additional functionality. The integration with the Yandex Maps service allows authorized bank employees to see the location of any branch. Integration with the queue management system allows you to see the current workload of their branches. They also integrated with their Mail Exchange Server and SMS Gateway in order to send information via Lighthouse.

Very quickly we can see that this is an extremely effective tool that helps employees serve customers faster and more efficiently. According to our estimates, the system will fully pay for itself in 14 months"
Olga Tsegelnaya |
Head of customer service at VTB

VTB Group is a global provider of financial services, comprised of over 20 credit institutions and financial companies operating in the financial markets.

More infowww.vtb.com
HeadquartersMoscow, Russia
IndustryBanking
TypeB2C