Case Study: VTB Bank achieves 30% faster retail processing and full process transparency with Celonis

Russian Bank VTB Relies on Celonis for Perfect Customer Service Processes

VTB Bank, Russia’s second-largest lender with historic legacy processes and more than 104,000 employees, faced rising customer expectations and a lack of process transparency across retail branches, SME services and payroll schemes. After IT consultant Ramax introduced process mining, VTB selected Celonis Process Mining (purchased September 2016) to tackle inefficient, error-prone workflows and make service delivery faster and cheaper.

Ramax implemented the solution by extracting data from Siebel CRM, creating event logs, dashboards and KPIs, and training VTB staff to use Celonis Process Mining. The results were rapid and measurable: the initial project was completed in three months, retail throughput time improved by 30% within six months, SME account openings rose from 13% on-time to 98%, loan processing time fell fourfold, employee performance and service quality increased, and VTB achieved positive ROI within the first year. Celonis provided the analytics platform that made these transparency and efficiency gains possible.

VTB Bank

Alexey Golubintsev

Head of the Center of Competence