Bank of the Future "gives" the cosmos

President of Sberbank, German Gref, almost a year ago showed the next generation of office. Came registered and identified by scanning the face. Gref said that he wished to know each of the 70 million retail customers in the face. Remains in force and the second version of the register: by credit card. Then the customer meets the virtual girlfriend Julia, who had come to inform their capabilities. Typically, this analog handout sounds of any bank service line and rarely anyone interested. Communicating with employees of the bank customer is focused on non-cash transactions and advice. For cash transactions are payment terminals and ATMs with the function of receiving the money. Moreover, the ATM also scans the face. The new office of the Savings Bank and also performs educational and entertainment function: to serve our clients bar with computers, games area, the office conducted training sessions for clients, such as mobile banking. The very design "gives" the cosmos. Safety of freedom. Biometrics is not in vain on a list of new features. The main focus of any service - the customer is free to move, the choice of access. And thus it is necessary to comply with safety requirements. For example, introducing an innovative system of self-service, First National Bank of Omaha has developed a recognition system to the client on the retina. Contractor acted Corporation IBM. "As a result, the number of customers increased by 30% higher than projected. The bulk of new users were young people, for which significant reliability and security of banking services, "- says a leading expert on working with the banking sector by IBM in Russia and CIS Andrei Suvorov. Savings this year will test a variety of formats (for natural persons, legal persons and natural persons, self-service, mini-office, small and medium-sized businesses, the flagship, VIP, mortgage) and within 5-7 years "will fit" under the new standards for all their offices. Of course, the banks of the future supported by a powerful back office. Automatically generated "personal matter" of each customer, which is fixed by any operation. As a result, service is personalized. "'Office of the Future", in essence, mobile terminals, where the functions of decision-making is decentralized and the staff as front offices delegated more authority - explains Deputy Chief Financial Officer "Force - Development Center" Andrew Chudnovsky. - It is because of the availability of all the information about the client issues such as provision of credit, overdraft, refinancing, and others, can be solved by themselves - at the local level. " Unfortunately, German Gref, has refused to announce the cost of office of the future. "Serious investment in the" office of the future, "primarily interested in market leaders. While these solutions are aimed at improving the image of the bank - says the director to work with Russian clients of the company Luxoft Maxim Kuznetsov. - This is an experiment that helps to assess the possible economic benefit. " "Payback" office of the future "will depend on the reaction rate of the bank to changing market conditions and customer needs. Most likely, the area of ​​such units will be smaller, reduce the number of employees - will be sufficient to two people - says Vice-President, Director of "credit and deposit services" company "Diasoft" Roman Styatyugin. - Bank will be able to save considerable sums. " Andrew Chudnovsky believes that such investments do not always justified. "Branches should be opened when the bank intends to provide unique, designed for a specific client group services, - he explains his point of view. - If we are talking about mass product, it is possible to manage virtual "Personal cabinet". " The Internet. The network offers the banks a truly magnificent opportunity. "There is a paradigm shift: no longer a customer goes to the bank and the bank goes to the customer by offering them a full range of services from any mobile terminal," - sums up Andrew Chudnovsky. The main direction of development of almost all the banks is the empowerment of internet banking. Not only is this convenient front-office clientele: the Internet is another attractive aspect of business - cost savings. "Having a good online banking system leads to a reduction in support costs for high-volume transaction", - says Andrey Suvorov. But, in his opinion, the system, replacing tellers, and Internet banking in particular, will always be the possibility of additional treatment, but not essential guide services. "Internet Banking User understands that the bank reduces the cost of its operations at its expense. And while the client is convenient to some of the operations through the Internet, the client performs some action, "the pot", which does not increase customer loyalty, "- explains Andrei Suvorov. Andrew Chudnovsky sure that the future of "banking supermarkets" where the retail customer may be a matter of minutes, just by entering their account number, pay for any purchase, make utility payments, transfer money. "In the future, banks will target service so that customers can prepare a package of necessary documents for banking transactions over the Internet or in electronic form, and the operator in the department will carry out a verification of the prepared data" - adds Maxim Kuznetsov. Roman Styatyugin believes that banks should think about the new presentation layer clients, from one bank to a few, "" My Account "will be the single point of entry, one sees all of its assets in all banks and will be able to manage them." For Russia, this is still the case in the distant future, in Europe the opportunity exists. Improved profitability through the Internet by reducing transaction costs attracts many. A separate bank "virtual" business model. For example, under the scheme the bank operates, "Tinkoff. Credit system, "which opened in 2006. The main advantage for the client is saving time. However, resorting to the services of TCS not only experienced Internet users: The bank regularly send suggestions for traditional mail. Andrew Chudnovsky notes that in addition to reductions in operating costs ten times, virtual banks have certain service limitations. "Virtual banks provide a narrower range of services than traditional - he says. - Typically, services are reduced to the maintenance of deposits, loans and make payments. Although over time the situation will change. " Some developed countries have been slow to high-tech to implement the new model. For example, the first Internet bank in Japan (SBI Sumishin) appeared only in the last year. «IBM has developed a comprehensive platform for him, which allows on-line to provide all banking services", - says Andrey Suvorov. The implementation complexity added stringent safety standards of financial institutions operating in Japan. SBI Sumishin two months since the inception scored 45 thousand customers. Portability. Considered to be a very promising mobile banking, including through the wide dissemination of smartphones, which negate the difference in opportunities compared to personal computers. "The number of Internet users gradually becomes equal to the number of people for whom the mobile phone acts as their personal bank office" - predicts Andrew Chudnovsky. But while Russian users use a minimum capacity of mobile banking. "I appreciate the SMS-notifications on completed transactions, but remotely manage the accounts from the phone uncomfortable. This feature is well implemented in the online office "- says private client of Moscow Anastasia Shulpova Savings. According to Andrew Chudnovsky, today the majority of market players list mobile banking is limited to making payments by mobile phone and transfer money from one account to another. In mobile banking is a definite advantage - the possibility of more accurate identification of the user. As a result, the bank can bring to market a fundamentally new services. With it can be implemented in a number of scenarios that will enable the bank to increase the number of services. For example, the Spanish bank has allowed parents to send their children on the telephone number code which gives access to a small amount of pocket money. "If a child has a phone, but there's account code in the form of SMS will help educators, teachers remove the loose change - for tickets or hotel, but people do not get access to the account", - says Andrey Suvorov. In Russia, mobile banking is developing, but some unexpected ways. For example, mobile operators have decided to grab a piece of cake, allowing customers to pay for goods and services using SMS-messages. The corresponding bill is introduced in the Duma, proposing amendments to the laws "On Banks and Banking Activity" and "On Communication", which will make payments on obligations, even those individuals who do not have accounts at the credit institution. A telecommunications operator shall be responsible for "communication with the bank, you need to settle," and "carry out the subsequent transfer of the credit institution funds of its subscribers." "Merging these two businesses will go further towards the creation of converged services", - said Andrey Chudnovsky. But while we need to solve immediate problems. First, it remains an open question of information security. "As long as that level of protection ensures that the newsletter does OTP", - says Roman Styatyugin. This implies the proper precautions. "Mobile banking in the understanding of the bill will likely be limited to the scope and purpose of payments and can not become a complete substitute for banking services - said Maxim Kuznetsov. - In the mobile operators will be a source of additional income, they can become serious players in the market for micropayments. But as the promotion and development of online services, their role is reduced to the provision of transport for mobile banking. " Trends. Andrei Suvorov believes that demand will be as follows: - the new interactive features. For example, online access to communicate with an expert when you can not just fill up the payroll, but also receive a full consultation on complex banking products - personal analytics for clients. At the end of the reporting period, the client receives a summary of the payments, cost-benefit analysis. The system will tell you what costs are higher than necessary and people will be able to adjust spending - interactive marketing. "A customer walked by a special display cases, automatically defined as type specific target group - by age, gender, affluence. And then the system automatically changes the interactive marketing advertising content - gives the example of Andrei Suvorov. - Before the middle-aged man with a "diplomat" you will see a pretty girl, who offer products related to education or travel. A retiree from "advertising" grandmother offer a product for retirement savings system. " Roman Styatyugin recalls that the main task of banking front-office solutions of the future is to minimize the cost of automating a business process as a whole. "You must automate the intermediate stages, such as data on the client (the scanning and recognition of primary documents), personalized customer (the ability to" sew up "the data on a plastic card of the client, so when filling out the electronic application automatically load these data), - he said. - Some of these features have already appeared in the ready-made software solutions. " In February 2009, began to introduce Metallinvestbank in branches and additional offices operating the front office Flextera «deposits and transfers," which the company has developed a "Diasoft." Bank managers would like to automate the entire spectrum of operations for deposits and transfers. But at the beginning of the project like there was no standard solution, was only a concept and initial implementation. The peculiarity of the project, its innovation component that automatically replicates and solution monitors all stages of business process and its participants, as well as to visualize and customize business processes. As a result, eliminates unnecessary steps, increased operational efficiency, reduced costs. According to the results of the project decided to implement the system and the head office. Moreover, the management decided to acquire a front-office products for mortgage and consumer lending.