The number of transactions via remote banking channels is growing at a high rate. The number of active online banking users of the Group increased by 50% and the number of mobile bank users increased by 28% in 2015. The number of ATMs decreased insignificantly due to better online services and the resulting growth in online payments.
Development of remote banking service channels within the Group
||Changes during the reporting period
|Mobile bank, thousand of active users, including:
|Online banking, thousand of active users, including:
|Number of ATMs, including:
Our efforts in this area are based on ensuring the security of banking transactions, faster use of applications, and a convenient user interface. We updated the Sberbank Online application in 2015 by making it more functional. We simplified the registration process in the application, made it possible to conduct transfers to Visa and MasterCard accounts issued by other banks, and introduced templates, auto-payments and editing options.
Furthermore, a new version of the mobile application for the Android platform has a built-in anti-virus option to secure banking transactions and a new functional design based on material design principles. Surfaces are now 3D, the menu is animated, and the colour grade was adjusted and expanded. Google Play and App Store have noted Sberbank Online in their ratings of the best applications.
The Group’s subsidiaries have also improved their remote banking services. For example, the Online-Consultant remote access channel has been in use at the BPS-Sberbank Contact Centre since 2013. This channel provides customers the opportunity to conduct a real-time media chat with consultants without visiting the bank. The service was reformatted in 2015 as part of the overall website rebranding. Now, the online-consultant form is published on all website pages as an active window in the left part of the page so that customers can speak to a consultant at any time.
Cetelem launched its End-to-End Authorisation in IVR (Interactive Voice Response). Now customers registered in the bank’s database have access to IVR. Customers may automatically find out information about their contracts, payment dates and amounts, and deposit amounts. The convenience of this service has been confirmed by increased user figures: the number of calls almost doubled in the reporting period (from 40,000 to 97,000 calls).