By the end of the crisis year 2020, Alfa-Bank’s active retail client base increased by 1 million people. The number of small and medium business clients is per 100 thousand. This follows from the statements of the bank, which were provided to Lente.ru by the press service of the credit institution.
The bank’s management believes that Alfa-Bank has achieved high performance, first of all, thanks to its prompt response to the crisis. With the beginning of quarantine, the bank rebuilt itself as quickly as possible and transferred the team to “remote control” without losing efficiency. Some processes even accelerated, the bank’s press service noted.
“We coped with the pandemic crisis as we dealt with all the previous ones. Thanks to the culture of flexibility and speed of Alfa-Bank, laid down by the shareholders, we were able to quickly restructure our work, launch several creative anti-crisis solutions from the wheels, cut costs without laying off people, – emphasized the chief executive officer of Alfa-Bank Vladimir Verkhoshinsky. – When self-isolation began, it turned out that we had everything ready. 85 percent of our clients, even before the pandemic, constantly used a mobile application. For all, branches were still open, we did not close a single one We launched an online mortgage back in 2019, and in the spring of 2020 finally relieved our clients of the need to go anywhere. In the spring, we expanded the delivery of credit cards to 900 cities. For small businesses, we simplified remote account opening. We immediately joined all state support programs, and also offered their own credit holidays. “
In April 2020, when other banks took a wait and see attitude, Alfa Bank was actively hiring digital specialists, realizing that the demand for digital products would only grow. If earlier the bank hired developers from only 5 large cities, now it is all over Russia. Despite the coronavirus crisis, the speed of product development at Alfa-Bank has increased. The bank is expanding its use of advanced analytics and artificial intelligence.
Alfa-Bank has launched a network of phygital branches in Moscow and the regions, where clients receive both warm human communication and high-quality digital services. In 2020, the bank completely redesigned the application and was the first in the country to fully involve about 6 thousand clients in the development.
“Making sure that we are doing well in the coronavirus crisis, we did not postpone our strategic projects. As promised, we launched a network of phygital branches. We completely redesigned the mobile application, attracted clients to develop, and the result is the first line of the Marskwebb rating”, – noted Vladimir Verkhoshinsky.