VTB has launched a Lean lab at an experimental platform in one of its Moscow offices. The lab is studying the bank’s workflow and testing changes in customer service.
Priority tasks of the pilot project include analyzing operations related to card issuance, opening deposits and issuing cash advance loans. Preliminary results show that the processing times for new debit cards in the test office have already been reduced by 34%. Therefore, it is expected that the solution developed during the research at the experimental platform will be expanded to the entire network of VTB offices in Q4 2019.
Currently, the Lean lab is testing new functions for opening cash deposits via cashier’s office. In the future the proposed changes will allow customers to get the service from one employee over a single appointment.
In addition to developing new approaches to customer service, improving and testing business processes, the Lean lab will analyze efficiency of internal operations such as optimizing working hours and office alterations (creating children’s play areas and other recreation spaces). All these solutions will help to increase customer loyalty and improve quality of the services.
Miguel Markaryants, Director of the Retail Banking Department and Senior Vice President, commented: “The Lean laboratory is part of the bank’s customer-centric strategy. The new platform will enhance the quality of customer service in our offices and have a positive effect on customer retention. The first research began with trouble-shooting several areas of focus that include optimizing workflow, time and space management. Our employees have already analyzed the key tasks of the experimental project and begun testing the initiatives for altering office operations. The next step in optimizing business processes will be to find most efficient solutions for cash advance loans.”