Bank Saint Petersburg is the largest private bank in Northwest Russia. Financial services rendered by the Bank support regional development and sustainable real economy growth, and help individuals to reach their financial targets.
Customer services still constitute the core of the Bank’s business. The Bank has 1 600 000 individual customers and over 56 000 corporate customers. Proximity to customers, high processing speed, and flexibility of decisions remain the traditional advantages of Bank Saint Petersburg in the region. Combined with the introduction of new quality standards for all operations, settlements and services, these factors determine the Bank’s contribution to the social and economic growth of the Russian Northwest.
PROXIMITY TO CUSTOMERS
The Bank continues to develop its branch network in St. Petersburg, creating the most up-to-date and convenient outlets, lending centers and round-the-clock service locations. As at January 1, 2016, the Bank’s customer service network comprises 57 outlets, 7 mortgage lending centers and 3 car lending centers. The numbers of ATMs and POS terminals were increased in the reporting year to 728 and 6 865 respectively.
In 2015, the Bank opened 10 new offices, in which a new approach to business has been realized through an integrated system of organizational and technological innovations. Open space provides proper attention to each client, while spatial zoning is fully aligned with the needs of various customer groups. At the office entrance there is an extended 24-hour self-service zone. The main part of the office is divided into an operational service zone (quick operations), a zone for more time-consuming operations, and the cash-desk zone. There is a comfortable waiting area between these zones. At the same time, individual customer services are provided separately, in a special area away from the main office zones. This Premium Zone is for VIP-client services and there is a special room for confidential meetings.
The Bank is also actively developing its business in the digital environment. 38% of private customers use the Internet Bank. Among the key innovations of 2015 were: WikiPay technology that enables payment of service bills without needing to manually enter a significant amount of details about the recipient's organization, insurance services for travelers and apartments owners, as well as online subscription and payment of taxes and fines.
75% of corporate customers are users of the i2B Internet Bank, which was launched in 2014. A number of unique features were launched in 2015: a tool was installed for large company groups that enables working with all subsidiary accounts through a single interface; the Bank’s customers can use the Quotation Board service for currency conversion; a complete range of necessary functions were provided to the Bank’s payroll project customers.
HIGH SPEED AND FLEXIBILITY OF THE DECISION-MAKING PROCESS
Closeness to customers, high processing speed and flexibility of decisions remain the traditional advantages of Bank Saint Petersburg in the region.
The Bank introduced its continuously functioning Loan Factory project by fine-tuning the lending process throughout the entire life cycle of a loan, from application review and disbursement of funds to loan follow-up for both individuals and legal entities. In view of the fact that loan product automation is a crucial element of the Loan Factory, the Bank standardized the procedure for automation of newly introduced loan products.
Technological leadership of the Bank guarantees the high-speed of remote services. All Internet Bank services from “three-click deposits” and “two-click cards” to “single-click loans” are easily available to customers. The service is based on the timely creation of personalized offers and pre-completed forms in the channel most convenient for the customer.
The Bank guarantees an individual approach for customers by separating its customer services departments into segments. For instance, the corporate unit contains five dedicated divisions for developing business with clients in various industries. This approach to servicing clients enables the quality of sector expertise to be enhanced and banking services customized to each client’s needs.
HIGH QUALITY SERVICE
Bank Saint Petersburg is striving to become the leading bank in the Northwest Region in terms of service quality and, in view of this strategic goal, continues to improve its procedures for managing service quality. One example is the dedicated Service Quality Management Department created within the Bank. In addition to quality customer services provided by the Bank's outlets, considerable focus is placed on the technologies that make the Bank's products and services more user-friendly and accessible to its customers. The convenient service structure spans the entire range of remote banking channels.
A system for monitoring and processing customer queries was also created to allow the Bank to respond to any request as efficiently as possible. The system provides customers with easily accessible feedback channels and handles any type of customer query, including through actual visits to the Bank, phone calls, e-mails, regular mail, as well as comments on the most popular social networks.
New products and services are very popular among the Bank's customers. Customer feedback allows the Bank to sensitively and flexibly respond to the requirements and wishes of its clients.
The quality of the Bank's products and services was in 2015 distinguished by a number of federal and regional awards, including the national Russian Financial Elite award for Corporate Bank of the Year. The Bank also received three awards for its e-business achievements at the Customer eXperience Awards Russia 2015: for innovative paper-free mobile banking services; for multichannel and omni-channel retailing; and for best implementation of the customer experience concept in Russia. In addition, the Bank was ranked among the top 5 retail banks in terms of customer service quality at the Retail Finance Awards and won in the category The Best Finance and Credit Company in the Construction Market.