OREANDA-NEWS. December 21, 2011. The new retail network format, new customer-relationship principles and full complex of services are the main transformation drivers.

During the integration into Societe Generale Group Rosbank has switched to a customer-oriented business model, aimed at building long-term partnership relations with clients. In all bank’s branches clients are servied by client relationship managers, which allows offering each customer personalized service according to the full spectrum of products and services. Customer satisfaction is rated among such indicators as sales growth and profitability.

In early October Rosbank completed the migration to a unified information-banking platform. It made possible to offer the clients of the consolidated Rosbank - BSGV network the new single catalog of products and services. It meets the needs of different age and social groups of customers. The catalog is available in 700 bank’s branches in 340 Russian cities. A single account has been introduced which allows making all major banking operations in the all branches of the network.

The key solution in the united product catalog is full complex of services. In accordance with this model the bank introduces packages of banking products and services: "Simple," "Classic", "Gold", "Exclusive." Each package, depending on its price, includes up to 3 banking cards and a set of 5 - 13 services and privileges. Currently, each customer uses approximately 4 Rosbank services. It is one of the highest rates in the international network of Societe Generale Group.

·  Package services include agents’ products, providing additional services and insurance.

·   All operations are carried out through one current account or several interconnected accounts.

·   Loan repayment is written off automatically.

·  The overall cost of services included in the package is optimized for the client.

The unification of the network structure and principles will allow the bank increasing its efficiency. One of the key objectives is to reduce the administrative tasks done in the network. It will be done through the centralization of support functions as well as transformation of some main branches into operating offices. Since 2007 34 main branches have changed their status, now the bank has 43 main branches. The transformation process will be completed in 2012, the number of main branches should reach approximately 12.

In accordance with the new network organization there will be a split into business territories; the business-centers to serve corporate clients will be opened. The new format of retail clients service will be introduced – mini-branches. This type of branches requires minimal cost to open and serve, but allows to offer customers a wide range of banking services. The reorganization will improve the network management, reduce administrative costs, and improve the quality of service and sales.

To preserve the balance between the network size and its profitability, the bank will be closing inefficient branches; meanwhile the new branches will be opened at the optimum in terms of business districts. A number of branches will be increased in big cities with over a million inhabitants.

"The changes in the retail business are bringing first results. At the end of August this year, the number of active Rosbank retail clients increased by more than 30 thousand people. It is the best figure among all Societe Generale Group subsidiaries outside France. From the beginning of the year Rosbank retail loan portfolio has grown by 8%, to reach 182.5 billion rubles. Our future goal is to increase the retail share in the overall bank’s income. It could be reached due to the current changes and development of cooperation with our specialized banks Rusfinance and DeltaCredit", - said Igor Antonov, Rosbank’s First Deputy Chairman of the Board.

According to Vladimir Golubkov, Rosbank Chairman of the Board, Rosbank strategy aimed at increasing business profitability is carried out within Societe Generale strategic plan "Ambition 2015". "Building long-term partnership with customers, increasing synergies by reducing costs and creating a leading player in the banking market are the key messages from the Group strategy reflected in our concept of development. The current transformation will determine the future profile of Rosbank and lay the grounds for commercial results. In practice we introduce the new principle of communication with clients; it is based on the idea of partnership and mutual success. "Together we are stronger" - this is the slogan of the launched advertising campaign, it reflects the format of bank’s customer and employees cooperation

", - said Vladimir Golubkov.