Improving the Process of Planning the Delivery of Retail Bank Products

In this paper JSC «Tinkoff Bank» was considered, in particular, its logistic activities related to the delivery of bank products through meetings of representatives with clients. The main problem identified during the analysis was the high percentage of rescheduled or cancelled meetings, which created negative customer experience, causing losses of both core and additional sales at the meeting. During the study of the literature, the topics of distribution logistics, delivery «last mile», crowdshipping, as a private delivery solution and models capable of ordering and building routes based on couriers and orders were studied. In this way, a solution was proposed to automate the process of assigning meetings and constructing routes of representatives on the basis of integer linear programming, solved by simulation annealing. When assessing the cost-effectiveness of this solution, it was found that it has the possibility to improve such financial indicators as ROA and ROE, which confirms the effectiveness of the proposed solution.