Nowadays Russian banking industry is characterized by the limited ability to receive loans from western banks and tough restrictions of the central bank. That imposes banks to look for new non-trivial solutions how to spare on expenses, to reduce costs and to stay competitive on their market niche. This paper delivers the unique experience of IS practices in a Russian bank for raising customer-orientation, business flexibility and profitability. The results of this research work could be used for a number of banks to improve Customer-related business processes and bank strategic performance.