Investor Presentaiton
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INTERVIEW
corporate social responsibility >> →
SBERBANK
170 YEARS. BY YOUR SIDE
ENSURING ACCESSIBILITY
OF BANKING SERVICES
ANNUAL REPORT
2011
Alexander Torbakhov
Member and Deputy Chairman
of the Management Board
>> Being socially responsible comes naturally
for Sberbank. Unlike most other organisations,
for us social responsibility is a requirement
determined by the national scale of our
operations. If we imagine for a moment
that Sberbank were to cease to exist, then
the country's financial life would cease
to exist as well
2011 was a very successful year for the Bank as retail customer de-
posits exceeded RUB 5 trillion. This means that virtually every Russian
citizen trusts us and this is not a trust we can allow ourselves to betray.
Each year we set ourselves objectives in terms of the volume of loans,
transactions and deposits. Only a year ago processing 25,000 loan ap-
plications per day seemed like a big achievement, but now we process
over 50,000 applications each day.
The development of remote service channels is an important aspect of
our social responsibility: we ensure accessibility to the most advanced
financial services in every corner of the country, thereby improving the
financial literacy of our customers. Moreover, the use of remote banking
helps us reduce service costs for customers. This allows the Bank to
offer its customers more affordable products and services.
We encourage our customers to switch to remote banking services,
using demo stands, information materials and SMS campaigns to in-
form and educate. Many customer service outlets now have so-called
promoters, whose function is to assist customers in performing trans-
actions (such as paying utility bills) through our self-service terminals.
There is nothing difficult about using a terminal, so a typical customer,
having been assisted two or three times, is then able to complete
transactions on his or her own in future.
We are convinced that our customers
should be able to use remote and self-
service channels to fulfil their financial
service needs. With this in mind, in
2012, we plan to accelerate regional
expansion of the Bank's remote services,
expand our network of cash machines
and terminals and extend their
functionality
We are convinced that our customers should be able to use remote and
self-service channels to fulfil their financial service needs. With this in
mind, in 2012, we plan to accelerate regional expansion of the Bank's
remote services, expand our network of cash machines and terminals
and extend their functionality.
As part of the development of remote service channels, we are continu-
ously making improvements to Sberbank Online, our online banking
system for retail customers. At the end of 2011, the Bank launched the
seventh version of the service. Among many other new features, it al-
lows customers to make deposits without leaving their homes. Overall,
I believe that Sberbank has managed to create an Internet bank that is
unique in Russia. We have already developed iPhone and iPad apps and
are now developing apps for other mobile platforms, including Android
and Windows Mobile. Our Mobile Bank is a world-class service, and
we are continuously improving it.
We are currently implementing a broad range of initiatives intended
to strengthen the customer focus of our operations. In 2011, Sberbank
began cross-selling for the first time. Until recently, our work with our
customer base had not been sufficient. Rather than generating cus-
tomer flow, we simply dealt with those who came to us. We now reach
customers through regular and electronic mail, text messaging and
telephone calls to share our new offerings. The first steps have been
170 YEARS. IT'S JUST THE BEGINNING
WWW.SBERBANK.RU
189
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