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Project ‘No Queues!’ for Sberbank of Russia


Project No Queues! was carried out to find effective and easy-to-implement solutions to eliminate queues at Sberbank’s retail offices.


Objective:

Produce solutions to eliminate causes of queuing at Sberbank’s retail offices. The duration of the waiting time must be reduced to 10 minutes or less for 90 % of customers – within the shortest possible time, without significant financial investments, retaining all existing clients and maintaining service quality standards.


Implementation: 

Project participants identified the main causes of queues and suggested the best ways to address the problem. In addition to finding the above-mentioned solutions, the participants were to propose emergency measures to cope with unexpectedly long queues.


Scope:

  • 5,947 participants from 9 countries and 20 regions of Russia,
  • 6,457 different suggestions, including the following:
     880 suggestions concerning the causes of queues,
     1,137 possible solutions,
     4,440 contra ideas to the submitted proposals,
  • 20,326 comments and posts,
  • Over 130,000 assessments.

Outcome:

Solutions to eliminate queuing at Sberbank’s retail offices were found, which allow the duration of the waiting time to be reduced to 10 minutes or less for 90 % of customers within the shortest possible time, without significant financial investments, retaining existing customers and maintaining service quality standards.

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Дополнительно:


The project made it possible to find solutions to eliminate the causes of queues at retail offices of Sberbank of Russia and receive proposals concerning new products for our corporate clients. Well-coordinated work of Sberbank specialists and Witology’s team allowed the complex project to be completed at the earliest possible date. That is why Sberbank won a reputation as the leading company in using crowdsourcing to improve business processes on a continuing basis.

Denis Bugrov
Senior Vice President of Sberbank of Russia