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United MDM Bank
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Customer Relationship Management (CRM) System
Project objectives:Increased customer satisfaction, improved debt collection, and more efficient marketing campaigns
CROC integrated a CRM system in the contact center and main banking system of United MDM Bank (created as a result of a merger between URSA Bank in Novosibirsk and MDM Bank in Moscow). Traditional telephone services were expanded via additional functionality such as Interactive Voice Response (IVR) and SMS notifications. CROC also setup a data exchange with a previously installed IBM WebSphere-based integration bus.
Key Customer Benefits
- Increased agent efficiency
- New service marketing channel
- Improved debt collection performance indicators
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NOMURA
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Engineering Systems Deployment
Project objectives:Increased office efficiency and reduced costs
CROC designed and implemented air-conditioning and gas fire extinguishing systems and deployed uninterrupted power supply systems (with redundancy of 2N) and a power generator in NOMURA’s Moscow office. CROC also installed a fully integrated control system which is managed from London in order to ensure compliance with the bank's policies.
Key Customer Benefits
- Systems designed to meet Uptime Institute Tier 4 standards
- Energy independence from external mains
- Comfortable working environment for employees
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Sberbank
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Unified Communications System
Project objectives:Integration of communication centers and increased employee productivity
CROC created a cluster comprising two Cisco Unified Communications 6.1 servers in order to improve communications between territorial bank chairmen and the head office. Users have access to a unified mailbox thanks to Cisco Unity voicemail integration with Microsoft Exchange. In addition, IBM Sametime Connect client was installed in a pilot zone in order to allow for the management of all communications via a unified interface.
Key Customer Benefits:
- Extended collaboration capabilities
- Secure and reliable information system
- Support of remote operations
- Cost-efficiency
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Bank of Moscow
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Lampertz IT Security Room
Project objectives:Protection of the Bank's Data
As a general contractor, CROC supervised data center site construction within the bank. CROC equipped Bank of Moscow's data center with precise air conditioning systems, early fire detection systems, an access control and management system, SYSTIMAX structured cabling system, a power network, as well as guaranteed and uninterrupted power supply systems. An automatic gas fire-extinguishing system, which helps detect and suppress fire onsite, was also installed in the Lampertz IT Security Room.
Key Customer Benefits
- Protection of the bank's computing resources from unauthorized access, vandalism, fire and fire-extinguishing liquid, corrosive gases, electromagnetic radiation, explosions, dust, magnetic fields, and debris
- Lower risk of local zone superheating
- Early breakdown of equipment (which is sensitive to voltage
changes) reduced by 30-40%
- Lower data center equipment operation costs
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Russian Standard Insurance
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Call Center Deployment
Project objectives:Communication between the company’s Moscow and Tula offices
In 2008, CROC implemented the project using Avaya equipment. The remote call center is staffed with approximately 20 agents and administrators.
Key Customer Benefits
- Cost-effective and efficient customer services
- Reduced expenses related to voice communication channels
- Availability of efficient tools such as call recording system
- Integration with CMS reporting system
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NASTA
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Remote Application Terminal Access System
Project objectives:Provision of online access to corporate data within remote NASTA Insurance offices
CROC developed and deployed a scalable Citrix Presentation Server based terminal access system in order to allow real-time access to: centralized corporate information, applications, databases, directories, and files within remote NASTA Insurance branches.
Key Customer Benefits
- Significant reduction in IT costs due to centralized application deployment
- Streamlined and more cost-effective interoffice data exchange
- Elimination of need to hire additional IT specialists in reaction to increasing company-wide staff increases
- Centralized IT administration due to running of applications over both high and low speed communication channels
- Flexible scaling capabilities
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Ingosstrakh
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Data Center
Project objectives: Development of a disaster-tolerant data center connected to Ingosstrakh branches in 182 cities to enable future business development and regional expansion
The disaster-tolerant data processing system delivers the same high-quality services to clients at any Ingosstrakh branch in 182 cities throughout Russia and enables the centralized collection of client agreement performance information. High system availability is ensured through centralized administration and 24/7 technical support from CROC’s highly-skilled helpdesk specialists.
Key Customer Benefits
- High availability and reliability of hardware and software operations
- Support of up to 3,000 simultaneous calls
- Professional technical support from CROC’s helpdesk
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URSA Bank
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CFT-Retail Bank System Migration to IBM System p Platform
Project objectives: Porting of the bank's core application to a new flexible and high-performance platform
The project implemented in 2008 involved the first installation of a CFT-Retail Bank system on an IBM System platform in Russia.
Key Customer Benefits
- Resource-intensive operations now run several times quicker
- Software migration took less than one weekend and did not affect regular customer service
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MDM Bank
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Applications Integration
Project objectives:Integration of existing suite of heterogeneous applications into a unified integrated system (2008)
IBM WebSphere MQ and IBM WebSphere Message Broker were selected as an integrative solution.
Key Customer Benefits
- Increased performance and reliability of document flow between branches
- Replacement of an obsolete file exchange based solution
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URSA Bank
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Upgrade and Optimization of Corporate Data Network
Project objectives:Secure high-speed exchange of heterogeneous information and reduction of data transmission costs
The fault-tolerant network infrastructure is based on state-of-the-art equipment and high-speed (over 1 Gbps) channels. The system was implemented following a financial benefit analysis and extensive testing. The new system has united the bank’s central offices in Novosibirsk and Ekaterinburg and seven other affiliates.
Key Customer Benefits
- Key network elements are duplicated so that failure of any of them shall not affect operability of the entire network
- Automatic load balancing ensures uniform data transmission
- System scalability
- 3.8% reduction in monthly data transmission costs
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URALSIB
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Upgrade of Geographically Distributed Data Center Infrastructure
Project objectives:Design and implementation of a fault-tolerant, geographically distributed cluster
In 2006 - 2007, CROC installed a cluster of IBM Capacity Backup servers, organized data replication, and setup backup systems. A unique feature of the project was the huge distance between main and backup sites.
Key Customer Benefits
- Implementation of fault-tolerant platform for automated banking system
- High performing and scalable solution
- Improved reliability of operations
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Rostpromstroybank
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Datacenter Modernization
Project objectives:Implementation of a modern platform for an automated banking system
CROC implemented a strong engineering infrastructure for the new data center and upgraded the existing IT infrastructure within Rostpromstroybank offices.
Key Customer Benefits
- Fault-tolerant cluster
- Scalable and easy-to-manage platform
- Efficient operation of CFT-Bank automated banking system
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Russian Development Bank
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Corporate Portal
Project objectives: Creation of a tool to manage and integrate corporate information resources
In 2007, CROC implemented a corporate portal based on Microsoft Share Point Server 2007 within Russian Development Bank. Processes automated by this solution included the reservation of conference rooms and requests for access to the automated banking system and the Metodix business application. In addition, the portal was integrated with the bank’s Midas employee directory and its corporate e-mail system.
Key Customer Benefits
- Real-time receipt of up-to-date information by employees
- Automated management of operating processes
- Teamwork functionality
- Feedback
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MDM Bank
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Distributed Call Center
Project objectives:Integration of the Bank's CRM system with new distributed call center
In 2005, CROC deployed a distributed call center and integrated it with MDM Bank's CRM system in order to provide centralized 24/7, 7 days a week customer information, consultation and support. The call center features an IVR-based help system which provides customers access to information about various bank services (credits, promotional discounts, etc...) and personal financial information such as account statements.
Key Customer Benefits
- Reduced response times and improved connection times with appropriate support specialist
- Elimination of need for customers to re-state the reasons for their call
- Dramatic improvement in call center performance:
- Over one month, outgoing and incoming calls increased by 900% and 76% respectively
- Average call response time reduced to 16 seconds
- Average call length reduced to 77 seconds
- Decrease in agent workload
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MDM Bank
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Disaster-Tolerant Data Storage System
Project objectives:Design and deployment of a disaster-tolerant data storage system
In 2005, CROC implemented a disaster-tolerant data storage system at MDM Bank - one of the very few installations of its kind within a financial institution throughout Russia and the CIS. The solution is based on HP StorageWorks Enterprise Virtual Array 5000 disk arrays and runs on HP StorageWorks Continuous Access software.
Key Customer Benefits
- Critical application recovery time reduced from several hours to 15 minutes
- Significantly increased information system performance:
- Improvement in overall DBMS performance by 30%
- Backup times reduced by 24%
- Business-critical report generation time reduced by 3 orders of magnitude
- Improved scalability for easy expansion of existing storage system (i.e. without extra server requirements)
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Deutsche Bank – United Financial Group (UFG)
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Terminal Access Systems
Project objectives:Reliable and secure remote access to business applications via the Internet
CROC implemented the solution based on Citrix and RSA Security products for the simplification and reduction in time and financial expenses for information infrastructure consolidation during the merger of UFG with Deutsche Bank.
Key Customer Benefits
- Information security
- Higher efficiency of mobile users
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Bank of Moscow
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Data Storage System Upgrade
Project objectives:Upgrading of the bank's data storage system using state-of-the-art data integrity technology
In 2006, CROC was engaged to upgrade the Bank of Moscow’s data storage system. With a project budget of $500,000 and in conjunction with HP, CROC deployed a unique data integrity technology in order to protect the backup data center integrity in case of data corruption within the main data center - thus making it possible for the data processing system to access data in its original state at any given moment.
This approach is especially useful in case of core element changes within the data processing center or installations of system and/or application patches. Before any changes to the main data center are made (e.g. software version upgrades), a snapshot (current local data copy) is made by the backup data center.
Key Customer Benefits
- For the first time in Russia, recovery of compromised data (tens of terabytes) is possible with a downtime of only 1-2 minutes
- Data processing center performance was not affected during the upgrade process
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Bank of Khanty-Mansiysk
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Backup Data Center Integrated with Existing Infrastructure
Project objectives:Ensuring the disaster tolerance of information systems
In 2006, CROC successfully developed a program and methodology in order to test the bank’s entire infrastructure, which operates in the severe West-Siberian climate. In addition, CROC’s solution ensured continuous system operation and system recovery in the case of failure.
Key Customer Benefits
- Stable banking system operation in the case of primary data center failure
- Reduced cost of engineering systems maintenance
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Alfa-Bank
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Corporate E-mail Security System to Provide Comprehensive Protection against Internet Threats and Spam
Project objectives:Effective spam blocking
The system was implemented without disturbing employee workflow, with elements of the existing email system being deactivated and their features being seamlessly transferred to the new system.
Key Customer Benefits:
- Nearly 100% spam blocking
- Lower risk of enterprise network infection via e-mails
- Short-term project implementation
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Alfa-Bank
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Integrated Business Continuity Project
Project objectives:Engineering infrastructure audit, implementation of backup computer and backup processing centers, and the development of an effective disaster recovery plan
In conjunction with Alfa-Bank, CROC audited the bank's IT infrastructure in order to detect the IT systems which are critical for business continuity and estimate their availability level within the main and backup computer centers. Innovative solutions (such as a backup symmetrical WAN node) were implemented within the new backup computer center. Uninterrupted autonomous power supply for the backup computer center is provided by advanced UPS systems (with redundancy of 2N) and multiple interconnected diesel power stations.
With regard to telecommunications infrastructure, CROC upgraded: data networks, network perimeter security, internet access, and telecommunications infrastructure monitoring subsystems. CROC also designed and implemented a comprehensive monitoring and control system for the entire engineering infrastructure and created security systems to control access and video surveillance within the backup computer center.
CROC implemented a corporate e-mail security system in order to provide Alfa-Bank with comprehensive protection against internet threats and spam.
The implementation of the backup processing center involved the development of a number of solutions for each of the center’s infrastructure systems. The systems were designed in accordance with the PCI DSS 1.1 Payment Card Industry Data Security Standard.
Key Customer Benefits
- Complete redundancy and guaranteed operation of business-critical systems
- Low system downtime risk
- Upgradability of new information systems
- Nearly 100% spam blocking and lower risk of enterprise network infection via e-mail
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Alfa-Bank
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Software Update Management System
Project objectives:Deployment of a centralized software update management system
CROC offered a solution based on Microsoft SMS 2003 Server, which enabled unified and automated application distribution from administrator workstations.
Key Customer Benefits
- Automation of the application software installation process
- Improved corporate network security through prompt centralized installation of critical OS updates and patches
- Increased employee productivity
- Improved client software management
- Centralized software installations and upgrades
- Centralized user workstation asset management and auditing
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Alfa-Bank
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Multi-Service Network
Project objectives:Application of the "Branch of the Future" concept to 30 of Alfa-Bank’s retail branches in Moscow
CROC designed and implemented a multi-service network for data exchange and VoIP services, interconnecting 30 of Alfa-Bank’s Moscow based retail branches. The solution allows for conducting of account transactions by the customers 24 hours a day via the internet or using branch office terminals, and ensures failure-free operation and a maximum downtime of four hours, even in the case of an emergency.
Key Customer Benefits
- Mature data transfer and IP telephony services
- Increased employee productivity
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Raiffeisenbank
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Telecom network upgrade
Project objectives:Improved information exchange between branches and higher quality communication with customers and partners
The project covered five regional branches of the bank and was completed in stages. CROC first tested the system and estimated its cost effectiveness, then examined the bank’s network infrastructure, designed the future system, upgraded the network, and, finally, implemented the optimization solution which is based on Cisco Wide Area Application Services.
Key Customer Benefits:
- Centralized application performance improvement
- 25 percent reduction in service provider traffic payments
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Sberbank
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‘Application’ automated system implementation as part of Sberbank’s Credit Factory project
Project objectives:To obtain credit pre-processing information from external sources such as the Russian Pension Fund and credit history bureaus
CROC designed the system architecture, supplied hardware, developed software, trained users, provided consulting services for developers of related systems, and deployed hardware and software facilities.
The system uses a web-based interface to obtain statements of personal pension accounts in line with legislative requirements. Using the system, the bank’s employees can verify customer solvency based on data from the pension fund without the need for the customer to submit any additional documents. The system also allows for the gathering of information from various credit history bureaus and other external sources (such as the Federal Migration Service, Ministry of Internal Affairs, etc.) and provides a high level of security for these communications.
Key Customer Benefits:
- High-quality client solvency assessment
- Faster decision making regarding the issuing of loans to individuals (loan application review time has been reduced to two days)
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Third Rome
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Data center outsourcing
Project objectives:Reliable IT infrastructure at minimum cost
Third Rome provides brokerage, asset, and investment product management services (including individual services) and ensures a high level of service customization and efficient decision making. The company’s business critically depends on process continuity as trust is of paramount importance when dealing with private customers.
Third Rome’s server subsystem, file storage, LAN, and anti-virus server were deployed at CROC’s outsourcing data center while a Virtual Private Network, LAN, and telephony system with call recording functionality were installed at the customer’s office. At first, Third Rome leased infrastructure equipment within CROC’s data center – an arrangement that helped to significantly reduce initial costs and shorten project launch time span. Then, following the installation of Third Rome’s own equipment in CROC’s outsourcing data center (collocation), CROC migrated the systems and now continues to maintain them.
Key Customer Benefits:
- Guaranteed business process continuity
- Creation of IT infrastructure from scratch at minimum cost and in the shortest possible time
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Ingosstrakh
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Implementation of database performance monitoring system
Project objectives:Improve efficiency of hardware and software systems operation
The solution was implemented by CROC and in real time collects and analyses quantitative data regarding the operation of all hardware and software systems that impact database performance, forecasts the possible consequences of re-configuration and suggests an optimum list of settings for information system components.
Key Customer Benefits:
- Continuous operation of IT infrastructure
- Reduced server load
- Optimized use of computing capacity
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Sberbank
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Integration Platform Deployment
Project objectives:Introduction of a new retail service format under Sberbank’s "Basic Product" strategic program
The system is based on the IBM WebSphere Message Broker 7.0 integration platform and is the first implementation of this version in Russia. CROC, together with Sberbank’s IT units and support from IBM experts, designed and developed the solution to integrate related banking systems, created custom software applications and deployed all relevant software tools.
Key Customer Benefits:
- Provision of a base for further development of the bank’s IT infrastructure, introduction of new products and services and business process optimization
- Integration of over 100 instances of systems and performance of real-time end-to-end transactions between local units distributed over nine Russian time zones
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Sberbank
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Integration of the Bank’s System with MoneyGram
Project objectives:Reliable and secure international transactions from bank offices throughout Russia
CROC implemented Digital Signature technology, an analogue of a hand-written signature, which guarantees the confidentiality of each transaction. Digital signature technology utilizing Solo cryptographic equipment from Thales was further improved by Demos in order to ensure that cross-border money transfers comply with the GOST R 34.10-2001 standard. CROC developed gateway architecture to transfer digital signature protected data between MoneyGram and Sberbank. Reliable telecommunications infrastructure created by CROC ensures fault-tolerant communications between four bank data centers and MoneyGram via the use of the communication channels of two independent operators.
Key Customer Benefits:
- The system covers over 8,000 bank branches
- Automation of all accounting operations related to money transfers, including the bank’s daily settlements with the MoneyGram system and intra-bank operations
- Complete system isolation from the Internet
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Home Credit Bank
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Data Backup Upgrade
Project objectives:Reliable information storage
In order to optimize the bank’s IT systems, CROC replaced tape libraries in the main data center in Obninsk with Data Domain disc libraries which ensure the bank’s operations, from Kaliningrad to Vladivostok.
Key Customer Benefits:
- Increased user request processing speed and data storage reliability in accordance with legislative requirements and internal standards
- 90% reduction in disk space costs
- 9.8 terabytes per hour throughput
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