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WebCenter Customer Spotlight: Sberbank of Russia

Author: Peter Reiser - Social Business Evangelist, Oracle WebCenter

 Solution Summary

Sberbank of Russia is the largest credit institution in Russia and the Commonwealth of Independent States (CIS), accounting for 27% of Russian banking assets and 26% of Russian banking capital.

Sberbank of Russia needed to increase business efficiency and employee productivity due to the growth in its corporate clientele from 1.2 million to an estimated 1.6 million.

Sberbank of Russia deployed Oracle’s Siebel Customer Relationship Management (CRM) applications to create a single client view, optimize client communication, improve efficiency, and automate distressed asset processing. Based on Oracle WebCenter Content, they implemented an enterprise content management system for documents, unstructured content storage and search, which became an indispensable service across the organization and in the board room business results.

Sberbank of Russia consolidated borrower information across the entire organization into a single repository to obtain, for the first time, a single view on the bank’s borrowers. With the implemented solution they reducing the amount of bad debt significantly.


Company Overview
Sberbank of Russia is the largest credit institution in Russia and the Commonwealth of Independent States (CIS), accounting for 27% of Russian banking assets and 26% of Russian banking capital. In 2010, it ranked 43rd in the world for Tier 1 capital.

Business Challenges
Sberbank of Russia needed to increase business efficiency and employee productivity due to the growth in its corporate clientele from 1.2 million to an estimated 1.6 million. It also wanted to automate distressed asset management to reduce the number of corporate clients’ bad debts. As part of their business strategy they wanted to drive high-quality, competitive customer services by simplifying client communication processes and enabling personnel to quickly access client information

Solution deployed
Sberbank of Russia deployed Oracle’s Siebel Customer Relationship Management (CRM) applications to create a single client view, optimize client communication, improve efficiency, and automate distressed asset processing.
Based on Oracle WebCenter Content, they implemented an enterprise content management system for documents, unstructured content storage and search which became an indispensable service across the organization and in the board room business results.

Business Results
Sberbank of Russia consolidated borrower information across the entire organization into a single repository to obtain, for the first time, a single view on the bank’s borrowers.
They monitored 103,000 client transactions and 32,000 bank cards with credit collection issues (100% of Sberbank’s bad borrowers) reducing the amount of bad debt significantly.

“Innovation and client service are
the foundation of our business strategy. Oracle’s Siebel CRM applications
helped advance our objectives by enabling us to deliver faster, more
personalized service while managing and tracking distressed assets.”

A.B. Sokolov,
Head of Center of Business Administration and Customer Relationship Management,
Sberbank of Russia


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