VTB is introducing digital coupons in customer service, reducing the use of paper counterparts. In the first quarter of 2022, the technology will become available at all points of sale. The modernization of the electronic queue is carried out within the framework of the bank’s ESG strategy, which includes the principles of “paperless service”.
Digital coupons are available to users at VTB Online. To receive them, you need to scan the QR code on the display of the electronic queue terminal. The system instantly identifies the visitor and navigates quickly. The client will receive all the necessary information on his phone in the form of push notifications or SMS.
At the first stage, the service is available to users of mobile devices based on Android, and in early 2022 it will be supported on iOS as well. The project has already been successfully implemented in seven VTB branches in Moscow, St. Petersburg and Yekaterinburg, and in the first quarter of 2022 it will be replicated throughout the bank’s network. Further, the system will begin to identify not only the identity of the client, but also his product profile.
Another important update in the electronic queue management system was the simplification of the terminal interface. On the main screen, all possible purposes of a visit to the office are grouped into four groups. This makes it easier for customers to choose the option they need and will increase the accuracy of visitors’ requests by 20%. Special buttons appeared on the screens for priority servicing of privileged categories of customers. To do this, you must select the desired function, and the electronic queue management system will automatically prioritize.
As part of the implementation of VTB’s plans to switch to paperless service, in 2022 the bank plans to launch an appointment function via a smartphone. This will allow customers to receive a digital voucher for POS service in advance, even before arriving at the office.
VTB has also introduced a system to eliminate paper checks from ATMs. The client can choose the “no check” function when withdrawing, depositing cash and card-to-card transfers. On average, refusing to print at an ATM reduces customer service time by five to seven seconds. The service is already available in 100 VTB ATMs with an updated interface design, and in January 2022 it will be rolled out to the entire ATM network. In the future, VTB plans to completely abandon paper checks and switch to notifying customers by SMS or e-mail on all transactions for which this is permitted by law. Refusal of checks at ATMs will allow VTB not only to save up to 35 million rubles on the cash register. per year, but also make a significant contribution to the preservation of the country’s natural resources.