ВТБ переходит на российскую систему взаимодействия с клиентами

VTB is replacing its IT system for interacting with bank customers with a domestic solution. Instead of the previously used foreign solutions, the bank is switching to the domestic tool "NOTA MODUS. Marketing" CRM system from the vendor NOTA (Holding T1).

When a customer performs any action with their bank card: visits a branch or calls the contact center, chains of actions are triggered in various IT systems of the bank, which allow providing high-quality service. The bank's appeals to the client also become such events – sending advertising and informational messages, communications in a chatbot, and others. All these actions – events – are optimized by the "NOTA MODUS. Marketing" module. The solution is highly productive and allows processing up to 15 million operations per day and up to 1 thousand per second.

The implemented platform is a module of the NOTA MODUS CRM system, developed by the bank's technology partner, Holding T1, with the direct participation of VTB's technical specialists.

“The "NOTA MODUS. Marketing" solution is necessary for VTB to ensure the bank's technological independence from foreign vendors' solutions. This is important in the current practice of disconnecting foreign services for Russian companies. The system is a modular solution that allows constantly integrating new elements into it. This ensures the possibility of its use in solving various bank tasks. An important criterion for us is the commercialization of the product by Holding T1: we hope that various customers of the solution will set new and new tasks for its developers, which will allow constantly improving its work, preventing the “conservation” of the product in the contour of one client,” said Sergey Bezbogov, Deputy Head of the Technology Block — Senior Vice President of VTB.

“Our task is to become the bank of first choice for the client, to offer the products and services they need at the right time in a convenient channel. On the one hand, this allows satisfying the client's current need, and on the other hand, they get used to using our services daily. For this, we use a real-time offer system based on "NOTA MODUS. Marketing". It helps us offer a relevant product, service, or solution. It is important to make an offer at the very moment when it is needed, and even better to anticipate needs. VTB is one of the first Russian banks to completely transfer analytical CRM from foreign solutions to its own development. The system processes about 15 million events per day and is capable of generating up to 700 offers per second, which is approximately twice as much as the previous solution,” commented Alexey Martyanov, Head of Commercial Acquisition Department, Senior Vice President of VTB.

“Holding T1 revised its development strategy in favor of developing its own products back in 2020. In cooperation with corporate customers, we convert many years of experience working with IT solutions into products that not only become analogues of previously popular systems from foreign vendors, but are created on a more modern technological stack, understand the needs of Russian business more deeply, and fully comply with the requirements of legislation. And the implementation of a module of one of our flagship products – the CRМ-system “NOTA MODUS” – into the bank's perimeter is the best confirmation of this,” said Kirill Bulgakov, Managing Director of the vendor NOTA, Deputy General Director of Holding T1.