Russian bank selects Lighthouse for knowledge management system implementation
VTB Bank, one of the largest banks in Russia, has completed the implementation of a new knowledge management system.
Based on the new platform, data on all banking products, branches, and services were combined and synchronized. Now a bank employee needs less than 3 seconds to find the necessary information. The system is being used by 2,000 call center operators and 30,000 retail business employees.
The new system has been dubbed “Business Wikipedia,” a name chosen to define the Lighthouse platform, for all retail outlets and contact centers of the bank.
The implementation was carried out by DIS Group, which represents KMS Lighthouse in Russia, and, the companies say, it has become the world's largest implementation of the KMS Lighthouse knowledge management system.
In addition, Business Wikipedia was integrated with external systems for additional functionality. According to the companies, the integration with the Yandex Maps service allows authorized bank employees to see the location of any branch. Integration with the queue management system allows users to see the current workload of their branches. The bank also integrated with its Exchange server for email and SMS gateway in order to send information via Lighthouse.
The next stage of the project will be the expansion of the use of Lighthouse to other departments of the bank. In the future, the KM system should become the target information system for all VTB divisions responsible for working with clients. Another potential use of the system is to provide information to online channels, for example, to a website or a chat bot.
The KM system has become an integral part of the work of all employees of the contact center, providing an effective tool that helps employees serve customers faster and more efficiently. According to VTB estimates, the system will fully pay for itself in 14 months.
For more information about Lighthouse, go to www.kmslh.com.