Since the beginning of the year, VTB has tripled the share of transactions executed by clients in electronic format in the Bank’s offices. It is now more than 50% of services in the network, and by the end of 2021, the bank plans to increase this figure to 100%.
This year, VTB customers who chose to digitally sign documents in the office completed 4 million contracts, saving more than 20 million sheets of paper weighing 100 tons and saving approximately 2,000 trees.
The digital document signing service is available across 24 of the most popular operations. More than 70% of customers use this method to issue a credit card and 63% use it for a cash loan. More than 40% is accounted for electronic signing of documents on bank cards and changing the service package, from 30% – for opening an account. The possibility of remote services using paperless technology is also available for customers of the “Prime” and “Privilege” segments.
“This year has accelerated the introduction of additional functionality for digital document signing at VTB. This has allowed us to more than triple the share of paperless transactions across banking services. By the end of next year, we plan to completely switch our work with clients in our branches to the digital service format. We will also use the technology in various formats of customer service – including in the contact centre, during video services, and by visiting employees. Our digital service allows you to double the process of signing documents and reduce the use of paper in the bank’s offices, which means that we can protect the environment, which is one of our main goals as a bank moving forward.” said Anton Shikulo, Deputy head of the retail business Department at VTB.
As one of the first banks in Russia to do so, VTB launched the digital document signing technology at the end of 2019, and in March 2020 replicated the service across the entire network of branches. When servicing clients, the employee prepares the service and forms an electronic document, and the user confirms the operation and signs all documents with an electronic signature in the Bank’s mobile app. All contracts signed in this way are stored in the Bank’s electronic archive and are available to the client in a special section of VTB Online at any time. The security of the technology is implemented through a whole set of measures that confirm the authorship and immutability of the document signed by the client, as well as a reliable data storage system and electronic documents.