Investor Presentaiton
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corporate social responsibility >>>
INTERVIEW
SBERBANK
170 YEARS. BY YOUR SIDE
ENSURING ACCESSIBILITY
OF BANKING SERVICES
ANNUAL REPORT
2011
Igor Artamonov
Member and Deputy Chairman
of the Management Board
>> Sberbank is Russia's largest financial
institution, with customers and employees in
every region of the country
The Bank recognises its responsibility to the state and to society, which
is determined by the geography of its operations and the scale of its
business.
Ensuring banking services are accessible is our priority. All Russians
should have access to a full range of high-quality financial services. It
is our social mission that shapes the geography of the Bank's branch
network. We have customer service outlets in every region of Russia,
with over half of them based in rural areas where demand for banking
services is much lower.
Sberbank actively contributes to the economic and social development
of every Russian region. The Bank's social role is particularly impor-
tant at the regional level. First of all, this implies active participation
in regional economic development projects, charity programmes and
initiatives. The second important aspect is channelling regional social
expenditures through our office.
Our branch network is our main point of contact with customers; in
a sense, it is the "face" of Sberbank. This is why the programme we
launched in 2011 to reformat our customer service outlets is of utmost
importance to us. We embarked on a complex, integrated programme
that at once encompassed the whole country, which, in itself, is a sig-
nificant result given how important it is that we allow all our customers
to benefit from changes in Sberbank's approaches as soon as possible,
regardless of where they live.
In 2011, we opened 872 new-format outlets, and this is only the begin-
ning.
Our branch network is our main point
of contact with customers; in a sense, it
is the "face" of Sberbank. This is why
the programme we launched in 2011 to
reformat our customer service outlets is
of utmost importance to us
It took considerable effort to prepare for this process. We designed
new standard outlet formats and tested them, first and foremost, with
our customers. And finally, having made the necessary adjustments,
we approved optimised formats to be rolled out countrywide, thereby
giving the green light to modernise our branch network on an unprec-
edented scale.
We see this outlet reformatting programme as a key element in the
integrated modernisation process that will transform Sberbank into
a first-class service company.
The new outlet formats are based on a new customer-centric phi-
losophy for the Bank's operations. Each standard outlet format- and
we have eight of them-supports one or several sales and service
models targeting different customer groups. Right from the start we
designed the new outlet formats tailoring them to the specific needs
of particular customer categories. This is a prerequisite for improving
the effectiveness of customer services and achieving the ambitious
business objectives Sberbank has set.
We have received positive feedback from our customers, which un-
equivocally goes to show we are on the right track.
170 YEARS. IT'S JUST THE BEGINNING
WWW.SBERBANK.RU
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