Cup Moscow 2013
Casebusters Bank Development strategy in order to become one of the Top 3 Russian Banks Dzhafarova Lola, Sharafutdinova Daria, Ershov Vladimir, Korshakova Daria
Slide 1
Alfa-Bank becoming 1 of the Top 3 Russian Banks in terms of assets aggregate volume, maintaining high level of margin and achieving positive customers` response in 4 years Increase volume of retail customers while retaining loyal clients and attracting new ones adapting the following strategies
Omnichannel
New service
Territorial Expansion
Online single Platform collecting and analyzing the information from all channels
Single customer view to make it simpler
Retain customers Gain customers` satisfaction
Detailed analysis of client’s incomes and spendings
Personalized financial plan for each retail client
Positions consolidation in cities with high population density
Opening of new branches in cities with unprecedented growth in their populations due to rapid economic development
Attract new ones Make loyal customers more profitable Acquire new accounts Increase assets aggregate volume
Slide 2
Put Omnichannel into operation Omnichannel is a development strategy in order to gain customers` convenience and satisfaction Trend
Yesterday
Today
Tomorrow
Online
Customers` growing preference for use of online channels
Online
Offline
Offline
Online
Functions
Basis How an omnisystem works
Access to services across the variety of channels
Credits and credit cards Transfers
Database
Consistant interactions with the bank across the variety of touch-points
Utility bill payment Investment Partnership
Time-saving
Slide 3
Omnichannel: costs and profits Omnichannel system is worth establishing as it offers a customer a more convenient access to services, provides a company with service cost reduction and implies significant profit How
Why
Same products, same price, same face for all channels
Common datacollecting engine for all channels
For costs and profits calculations see Appendix 1 and 2* Main stages in inculcation of new techniques
Would you like to withdraw 25$ as usual without a receipt?
1. Detailed and accurate picture of customer 2. Investitions justified 3. Cost reduction * See Appendix 1 for calculations
Slide 4
New service based on Omni-Data By collecting and analyzing customers information and making offers based on that the bank will make its customers more profitable
Analytic Department Single customer profile
1) Based on collected data about clients transactions during the period under review the bank can not only visualize the information for the client but also analyze his needs and offer only those services that he is likely to accept.
2)Thus one will avoid annoying excessive pop-ups and improve the level of satisfaction of our retail clients.
3) Bank should focus on special terms of deposit and saving accounts to attract more investments. By giving retail clients an intelligible advise how to increase their savings the bank will considerably enlarge his assets.
Numerical Results Increase in level of satisfaction of 80% or 7,12 mln of our customers 10% (from 61% to 51%)staff cost reduction by means of remote access to services Service cost reduction by 30% decrease in volume of call-centre inquiries (streamline system)
Slide 5
Territorial expansion The bank should choose the most economically promising region to expand in
See economic characteristics of the regions in Appendix 3
Consolidation of its positions in cities with high population density Opening of new branches in cities with unprecedented growth in their populations due to rapid economic development. The most of the latter are situated in Far Eastern Federal District where Alfa Bank has already managed to open six branches, two of which are based in Primorsky Krai (Vladivostok and Hahodka). Having analyzed economic characteristics of the District’s federal regions and cities, the necessity to open new branches in the following cities that are nowadays beneficiaries of economic expansion becomes obvious.
These cities are: Blagoveshensk, Petropavlovsk-Kamchatskiy, Ussuriysk and Magadan.
Slide 6
Executive Summary Omnichannel
New Service
Territorial Expansion *
Common Data Engine
Analytic Department
Direction – the Far East
**
Single customer profile
Single custo mer view
Satisfction & profitability of a customer
Avoidance of churn rate New customers/acco unts
Personal approach (financial plan) Investments attraction
New clients
Assets growth
Russian
Top Three Banks
*Andrew Forrester & Marco Davanzo, from The Noun Project **Wilson Joseph, from The Noun Project
Team Dzhafarova Lola
Ershov Vladimir
MGIMO +7 916 733 21 81 lola.mgimo.meo@gmail.com
MGIMO +7 916 970 53 99 ershov-v@mail.ru
Sharafutdinova Daria
Korshakova Daria
MGIMO +7 909 937 96 99 sharafutdinova.daria@hotmail.com
MGIMO +7 917 590 19 63 dashko182@gmail.com
Cup Moscow 2013
Casebusters Appendix
Appendix 1
Appendix 2
Appendix 3