Development of remote customer service channels
We are continuing to improve our remote service channels. Over the course of the year, Sberbank’s self-service terminal network decreased by four thousand units to 53,000 self-service devices with cash disbursement options and 34,000
with no cash disbursement optionsSubject to Federal Law No.
Sberbank expanded its network of self-service terminals based on new software aimed at creating a single environment for customer transactions.
These self-service units (over 53,000) allow customers to track their transactions in Sberbank Online and print out their payment invoices and repeat payments under any preexisting online templates. Throughout the year, the technical availability of these units for customers increased from 93.2% to 95.1%, and the number of active users of Sberbank Online increased from 19.4 million to 29.3 million.
We released a new updated version of Sberbank Online for Android that is wholly unique in the global market. This version has integrated protection with antivirus software that protects both the application and user telephones. This has enabled the Bank to offer customers new payment and transfer services. The most significant changes affected the design built on the Material Design principle: 3D surfaces and realistic touch-screen animation. Based of Google’s design concept, Sberbank offered the graphic style customary to Android users.
The Sberbank Online mobile app for iPhones ranks first in usability for mobile iPhone bank app ratings published by UsabilityLab.
We updated the Sberbank Online apps for all platforms, including iOS, Android, and WinPhone. Now users no longer need ATMs or an online banking site to register their apps; it is enough to simply enter the card number and confirm registration with the received text code. The new version of this mobile app enables prompt cash transfers both to other Sberbank customers and Visa and MasterCard holders from other Russian banks. Instant transfers require only the payee’s card number. The Expense Analysis service lets users create individual categories so they can later transfer over completed transactions giving them better control over their daily expenses.
The number of active users of the Sberbank Online mobile app has reached 10.5 million. Payments made through mobile apps increased 3.7 times and averaged 24.3 million transactions per month. P2P payments transfers increased 4.7 times to average 20.9 million transactions per month. Connections to the Mobile Bank text service reached 89.2 million. Active users exceeded 26.8 million.