Introduction to ABBank and OmniCare

ABBank is a major bank in Vietnam, customer-centric and continuously improving its retail services. To achieve this, ABBank has implemented OmniCare, a comprehensive Customer Experience Management (CxM) software.

OmniCare is designed to:

• Manage customer data efficiently.
• Automate sales processes and customer care.
• Personalize services and optimize customer touchpoints.
• Integrate data from various channels such as Core Banking, LOS, and AML to create a comprehensive view of the customer.

Mr. Nguyen Manh Quan – Acting General Director of ABBank

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The Importance of Optimizing Customer Experience Management for ABBank

Optimizing CxM is a crucial factor enabling ABBank to:

• Achieve sustainable revenue growth: Satisfied customers tend to become loyal, make repeat purchases, and recommend services, leading to marketing cost savings.
• Increase sales efficiency and conversion rates: OmniCare automates the sales process, categorizes customers, and provides suitable services, allowing employees to focus on high-value tasks.
• Improve customer experience through service personalization: OmniCare collects and analyzes customer data to personalize marketing campaigns, promotions, and interactions, making customers feel specially cared for.
• Optimize marketing and reduce wasted marketing costs: OmniCare helps ABBank target customers more accurately, optimize marketing budgets, and increase conversion rates.

OmniCare Implementation Seminar

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Benefits OmniCare Brings to ABBank

OmniCare has brought numerous practical benefits to ABBank:

• Consolidates multi-channel customer data: Gathers and synchronizes data from Core Banking, LOS, and AML, providing a comprehensive customer view and optimizing the customer care process.
• Successfully integrates with major banking systems: Ensures seamless and accurate information flow, allowing employees easy access to and management of customer information.
• Enhances business performance through process automation: Automates tasks like customer categorization, sending care emails, managing customer profiles, and tracking sales progress, saving time, minimizing errors, and increasing productivity.
• Effectively connects with potential customers and drives revenue growth: Analyzes customer behavior to create tailored sales strategies, increases conversion rates, and builds long-term relationships.

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Through OmniCare, ABBank has significantly improved its customer experience management processes, thereby enhancing customer satisfaction, optimizing business operations, and achieving sustainable revenue growth.

Challenges in Shinhan Bank's Traditional Lending Process

Shinhan Bank faces significant challenges in its traditional lending process, impacting efficiency and competitiveness:

• Increasing Demand for Loans: Strong economic development has led to a surge in demand for personal and business loans, putting immense pressure on manual processing.
• Suboptimal Credit Approval Process: Manual handling of loan applications across multiple departments causes delays, errors, and reduces customer satisfaction.
• Unsustainable Growth: A slow and opaque process can drive customers to competitors, affecting retention and revenue.

 

SmartLoan – The Optimal Solution for Shinhan Bank

SmartLoan is an automated credit management software designed to address these challenges and optimize the lending process at Shinhan Bank.

Key Features of SmartLoan:

• Automated Application Review Process: Minimizes manual tasks and speeds up processing.
• Efficient Customer Data Management: Centralizes and synchronizes customer information.
• Integration with Existing Bank Systems: Ensures seamless operations.
• Enhanced Customer Experience: Provides quick and transparent loan outcomes for customers.

 

 

Benefits of Implementing SmartLoan at Shinhan Bank

Implementing SmartLoan brings several strategic benefits to Shinhan Bank:

• Revenue Growth: Automating the process allows for handling more applications, saving operational costs, and increasing revenue.
• Improved Customer Experience: Reduced waiting times and process transparency boost customer satisfaction and trust.
• Increased Productivity of Loan Officers: Frees up loan officers from manual tasks, allowing them to focus on customer advisory and credit strategy development.
• Easy Loan Process Control and Monitoring: The system provides detailed reports and alerts, helping the bank manage risks and ensure accuracy.

 

Thanks to SmartLoan, Shinhan Bank can meet the growing loan demand, maintain its competitive edge, and achieve sustainable growth in the financial market.

Customer experience is the core value at Cathay Insurance

Cathay Non-life Insurance was established in Vietnam in 2010 to provide the best quality insurance products and services to Vietnamese. Thanks to relentless efforts over the years, Cathay Non-life Insurance Vietnam has increasingly asserted its position in the market. Among them, focusing on customer experience is identified as one of the core values that contributed to the initial success of Cathay Insurance in the Vietnamese market. Mr. Shih Kai Chun, the Director of Cathay Insurance's Hanoi branch, shared: "Customer experience is always the most important factor that we prioritize at Cathay. Every improvement, every change in Cathay Insurance's processes is aimed at one thing: Enhancing the customer experience."

 

Optimizing customer experience journey through technology application - SmartOCR

Regarding changes in customer behavior in the digital age, Ms. Minh Ngoc, the Head of Digitalization at Cathay Insurance, shared: "Most customers are living and working in the era of modern technology. Therefore, we believe that technology will be the factor that helps us provide faster and more convenient experiences for customers." 

 

One of the technologies that Cathay has successfully applied to realize this desire is SmartOCR. With the ability to automatically identify and process customer documents and records accurately, SmartOCR has helped Cathay speed up the insurance service delivery process by three times compared to traditional processes. As a result, the customer experience is significantly improved and enhanced, and Cathay employees no longer spend much time on manual data entry and customer records. Instead, employees can spend more time on customer care, consultation, and service. "All activities in our insurance application process, both for employees and customers, are now coordinated smoothly and quickly. Our customer retention rate has increased significantly, which is perhaps the most concrete evidence of the effectiveness of our increased customer experience," Mr. Shih Kai Chun shared. Listen to the success story of Cathay Insurance: https://youtu.be/I9HozAPGy0U

Starting its deployment from the beginning of 2020, Cryptonomic can be considered a transcontinental project with the participation of up to 30 members at both the Hanoi headquarters and the Ho Chi Minh City branch. While the BSD members were responsible for designing and creating the Mobile App under the leadership of Runner Nguyen Le Hung (BSD), the Ho Chi Minh City branch deployed the website system under the responsibility of Runner Nguyen Phu An (HCM - Project Manager). Working from home due to the influence of COVID and the geographical distance barrier between the two regions, completing the project and delivering it to the customer on schedule was a relentless process of effort by the project members.

Cryptocurrency - Overcoming the COVID storm

Deploying at the beginning of 2020, when both Vietnam and the world were struggling to cope with the COVID-19 pandemic, the company decided to work from home to ensure the safety of its employees. At the start of the project, when the members had not yet synchronized with the project, they had to work online, and it can be said that COVID had a significant impact on the progress of the team's project. The project implementation team faced countless difficulties exchanging and coordinating among its members. Usually, when a problem arises, the team can meet and discuss it directly, but now they can only message or hold online meetings, which consumes a considerable amount of time. Realizing that this could not continue indefinitely, the project team decided to "overcome the COVID storm" and come to the company to work even though they were still in the period of working from home to ensure that they met the customer's deadline. "Fortunately, the project was being deployed with a customer from Thailand, so all members could directly communicate and receive information with the customer in English. Thanks to this, we could skip the support process of the Communications department, shorten the time, accurately understand the customer's needs and our English proficiency was also elevated to a new level due to the time spent communicating with the customer," said Nguyen Le Hung (Smartphone - BSD). 

Team Smartphone BSD overcomes COVID to complete project goals

Exploring a new field

The Cryptonomic project includes two main areas of implementation, a system deployed on a website and mobile app for a cryptocurrency exchange. When building the website, the Ho Chi Minh team faced many challenges in receiving the project from an Indian company (the previous implementation team) with no documentation, incomplete structure, etc. Therefore, the entire project team had to communicate with the previous implementation team to understand the application, as well as supplement missing architecture, areas outside the source code, and fix bugs in the current exchange. Therefore, since receiving the project, all members have had to focus on a battle with 200% effort to ensure that the delivery schedule is met for the customer. "The peak period must be mentioned from June to early September 2020, every day we worked until 8:00 pm. Despite that, everyone still tried their best to complete the task, no one complained. The perseverance has moved the customers, so they stayed to work with us instead of leaving on time like usual." - Mr. Nguyen Phu An (HCM Branch) shared. 

Team Mobile CN Ho Chi Minh always proactively communicates and consult to understand customer's needs.

In contrast to the website team, the mobile app team seemed to have an easier job as they were in charge of the technology and directly built the app from scratch. However, the project members were somewhat overwhelmed by the working style of this "new" client because, in the past, Japanese clients were very careful and detailed when presenting their requirements. In contrast, in this project, Runners had to search for the customer's needs to meet them, or jokingly said, "just code and then fix it later." Fortunately, thanks to their whole experience in the field, the team quickly caught up with the pace and changed tactics to proactively communicate and consult with customers on the best possible ways to clarify their needs before proceeding. After nearly a year of ups and downs, Cryptonomic has now been successfully launched on the market and received positive feedback from customers. Each new project implementation is a new lesson, a valuable experience for each Runner to mature even more on the journey to conquer customer satisfaction in the future.

Starting on April 8, 2019, the project was taken over by a team of more than 20 members, with the core being Java programmers. The Project Manager was Mr. HưngNT, and the subPM was Mr. QuangVV, along with nearly 20 other members, including programmers, testers, QA, Comtor, etc. This is a non-cash payment processing system that encourages people to use various forms of payment such as ATM cards, credit cards, e-wallets, etc. to pay for expenses in their daily lives such as electricity, internet, cable TV, buying airline tickets, booking tours, and even paying taxes and insurance fees. The unique point of this project is that for the first time, the developers applied the new technology platform GCP (Google Cloud Platform) and Big Data in system development. With a new technology like GCP, the project team members faced obstacles right from the early days, which could be anticipated. The team members studied and researched GCP documents together and self-trained each other to avoid being confused by the knowledge that they had just approached for the first time. Building a simple and easy-to-use payment system for the Japanese people, most of whom are elderly and accustomed to cash transactions, and hesitant to use technology, was a headache for the programmers. Not only was programming difficult, but the testing phase for the QC team was also extremely challenging, as the client sent the specs late and the layout design kept changing. The project involved big data processing, but the client did not provide sample data similar to reality, so creating test data took a lot of time. The dev team created a tool to generate a large amount of data, but it was limited because it did not cover all the required cases. Communication and exchange between the companies involved in the project also encountered many obstacles. 

 

"No pressure, no diamond" is the motto that the entire project team holds dear. After overcoming countless difficulties, in October 2019, the non-cash payment system was officially launched in the Japanese market following the project team's continuous OT days. The first fruits were delivered to the team when the system was rated as high-quality by customers and is being widely implemented in Japan with thousands of businesses using it. When asked about memorable moments during the project, Mr. HưngNT shared about the visit and direct work at the Hanoi office with three Japanese customer representatives on September 24th and 25th. The team had a celebration to welcome and celebrate the successful project with these three special guests. Although it was a short visit, it helped the parties understand each other better, and communication barriers were overcome to some extent.

Thien Viet Securities Joint Stock Company (TVS) is a rapidly developing investment bank that provides comprehensive services to customers in Vietnam. To become the leading investment bank in Vietnam and build a complete financial platform to meet customers' needs best, TVS constantly researches and seeks optimal technology solutions for business operations while providing the best experience for customers.

Thien Viet Securities' Problem
    
In recent years, the stock market has experienced strong growth, leading to increased demand for stock account opening. However, with the outbreak of COVID, opening a stock account at customer service desks has become extremely difficult. For this reason, in 2021, the wave of opening bank and stock accounts through electronic identification emerged as a superior solution to solve all the obstacles in this issue. About 90% of securities companies have allowed customers to identify and open accounts quickly within a few minutes using eKYC. Opening an account through eKYC is a competitive advantage for businesses during the pandemic. However, at the current time, when the pandemic stopped, opening an account through eKYC is no longer an advantage but rather is considered a mandatory standard in all financial and banking organizations. Recognizing the changes in market trends and demands, since the end of 2021, Thiên Việt Securities has also begun searching for electronic identification (eKYC) solution providers with the expectation of digitizing the account opening process, providing the best experience for users while still ensuring quality and service processes for customers at TVS even when the number of account opening requests increase. Of the many eKYC solution providers in Vietnam, TVS has trusted and chosen GMO's SmartKYC solution to apply to the company's stock account opening process.

 

SmartKYC – Electronic Customer Identification Solution

SmartKYC is considered the leading eKYC solution in Vietnam

SmartKYC is an electronic customer identification solution researched and developed by GMO-Z.com RUNSYSTEM based on artificial intelligence (AI) technology. SmartKYC possesses outstanding features such as 99% accurate OCR capability, up to 30 fraud detection signs, and the ability to resist masks, photos, and videos. As technology develops, the risk of fraud and deception increases, aiming to deceive the technology's all-seeing eye. However, despite the countless ways of document forgery and fraudulent behavior, SmartKYC can effectively block them all.

The Video Call feature of SmartKYC meets the anti-fraud standards and limits fraudulent behaviors.

With the SmartKYC application, TVS will give users a quick and convenient way to open an account while minimizing fraudulent and fake activities. Now, instead of going to a transaction office or submitting an online account opening request and waiting for approval, customers can open a TVS securities account right at home and anytime within 5 minutes. SmartKYC optimizes the customer experience and helps optimize business operations, saving costs and improving TVS' work efficiency.  

PG Bank and the problem of applying technology to upgrade service processes

Petrolimex Petroleum Commercial Joint Stock Bank (PG Bank) is one of the banks that has made great progress in both scale and efficiency in recent years in Vietnam. With the goal of becoming a leading multi-purpose commercial bank, PG Bank is always aware of the crucial importance of applying technology platforms in business operations and processes at the Bank. Therefore, in recent years, PG Bank has continuously launched many online banking services and mobile banking applications, allowing customers to perform most transactions on digital platforms. … In particular, the outbreak of the epidemic has become a catalyst to promote the wave of technology application for digital transformation in the Finance - Banking industry in general as well as for PG Bank in particular. Prominent among them is the trend of opening accounts and identifying customers online.

PG Bank's orientation "Digital Transformation - Applying technology to change lives"

Acumen in recognizing changes in market demand

The emergence of the disease has revealed the remaining limitations in the traditional identification process. Therefore, the electronic identification (eKYC) with anti-counterfeiting ability, accurate identification, and quick implementation is considered as a bright spot and a competitive advantage that helps the Bank change the entire market landscape. Early recognizing the change in consumer demand and market trends, from the beginning of 2021, PG Bank has started planning to search and select providers of electronic customer identification (eKYC) solutions.) with the strategy of creating a competitive advantage for the Bank by providing a better customer experience.

SmartKYC identifies customers quickly, accurately, “stops” all fake acts

Among the eKYC solution providers in the market, PG Bank has trusted and chosen SmartKYC of GMO-Z.com RUNSYSTEM to implement the project of building an online bank account opening process flow. SmartKYC electronic identification solution is a product researched and developed by GMO-Z.com RUNSYSTEM based on artificial intelligence (AI). SmartKYC owns outstanding features like:

• Character recognition (OCR) technology with printable, tag line accuracy up to 99%

• Fraud Check technology, warn up to 30 signs of fake personal documents

• Liveness technology has the ability to resist 2D masks, photos, videos…helps the Bank eliminate fraud and profiteering.

• Face Matching technology compares the matching rate of faces with identification documents, provides superior facial recognition with a time range of up to 15 years.

Face Matching technology compares face to document matching ratio  

SmartKYC application, PG Bank will provide customers with a quick, convenient and safe way to open an account. Instead of having to go to a transaction office or submit an online account opening request and spend time waiting for the approval request, customers can open a bank account at home and at any time within 1 minute. . Not only optimizing the customer experience, SmartKYC also helps optimize the operation process

At the Go-live Ceremony phase 1 of Building a Customer Relationship Management (CRM) system that took place at ABBank's head office, representatives of both sides recognized the initial successes of the project. After nearly 3 months of implementation, the project has successfully synchronized more than 1.6 million customers from the centralized data system (Data Warehouse) and supported more than RM1600 (Relationship Manager) of ABBank. Besides, the CRM system also successfully integrates with related systems such as Core Banking T24, Anti-Money Laundering System AML, LOS (processing of individual customer's loans), Rotation of documents (processing). business loan)…. 

Leaders and personnel of ABBank and GMO-Z.com RUNSYSTEM at Go-live Ceremony of CRM Customer Relationship Management System

The CRM system deployed by GMO-Z.com RUNSYSTEM follows the CICD standard model to ensure information security and safety. This is a platform focusing in-depth on customer relationship management activities, helping Financial - Banking organizations connect, support interaction with potential customers, optimize management to break through. revenue. The system has full features to support business administration such as: Customer information management; Manage customer needs; Manage sales opportunities; Task and work management; Visual statistics; Report; “Customer 360”; Sales day planner; Managing KPI activities; Business Planner and Customer Exploitation Planner. In the first steps of the project of building a Customer Relationship Management System with ABBank, GMO-Z.com RUNSYSTEM has successfully implemented 6 modules including: Customer Information Management, Customer Information Management, Customer Needs Management, Sales Opportunity Management, Tasks and Tasks Management, Visual Statistics and Reports.

Easy administration, fast data connection

"Customer-centric" is ABBank's strategy. Therefore, all activities of the bank must derive from customer understanding; thereby building and providing the best products, closest to the actual needs. The CRM system deployed by GMO-Z.com RUNSYSTEM is an effective tool to help systematize information and is an essential foundation for sales staff to better understand customers. At the end of phase 1, ABBank's Customer Relationship Management System has completed the website version and mobile application. Currently, ABBank is the pioneer bank to build the CRM system application version on mobile phones to capture and track customer needs, while most banks are based on the website version. . In addition, visual statistics tables help management get an overview of the source of the month, conversion value, number of customers according to demand, ... thereby allocating customer needs to employees. right on the system instead of manually manipulating data files in the traditional way. With the CRM System, management can also track the entire process of how sales staff interact with customers, how effectively, and the system will automatically extract and honor successful individuals. best score. Linking and internal communication is also shortened and more convenient than ever when all contact of sales staff is updated to the common system.. It is expected that in the future, the SmartOCR solution developed by GMO-Z.com RUNSYSTEM will be integrated into the bank's CRM system, helping RMs reduce data entry time. The data right from the input is quickly digitized, drawing a complete picture of "customer understanding", creating opportunities for ABBank to immediately grasp the actual usage needs and propose solutions. improve customer experience and increase competitive advantage in the market. 

Mr. Khuong Duc Tiep - Deputy General Director of ABBank expressed his satisfaction with the progress and quality of phase 1 implementation of the GMO team.

Sharing about the project results in the Go-live ceremony, Mr. Khuong Duc Tiep, Deputy General Director of ABBank commented: “A strategic and key project like CRM was implemented very quickly and drastically from the start, both ABBANK and GMO, I think this is not just a commercial deal. It is also the result of working together and learning from each other, really connecting, not hesitate to work even during the holidays of all project members.”

ABBank is impressed with the “Make in Vietnam” CRM system

Before choosing GMO-Z.com RUNSYSTEM as the implementation partner, ABBank has researched and researched many CRM systems at home and abroad. GMO's CRM system made a strong impression on ABBank thanks to its ability to fully meet user needs, understand the peculiarities of the Finance - Banking industry, high ability to localize the system, own a team Experienced engineers with the spirit of being always ready to support 24/7, the ability to deploy well in a short time with international standard quality… 

Mr. Nguyen Manh Quan - Acting General Director of ABBank thanked the efforts of the project team on both sides to ensure the set schedule.

At the end of phase 1 of the project, Mr. Nguyen Manh Quan – Acting General Director of ABBank shared about the cooperation process of the two sides: “I really hope that in the near future, the CRM system will become a tool for using every day, every second of every minute of RMs in the whole system. Thereby when working with customers, ABBANK's RM will always have a smartphone on hand to use CRM in the most convenient, modern and effective way." 

Mr. Ngo Van Tau – General Director of GMO-Z.com RUNSYSTEM at the Go-live Ceremony of CRM Customer Relationship Management System

In order to stand side by side with ABBANK to achieve the set business goals, Mr. Ngo Van Tau - General Director of GMO-Z.com RUNSYSTEM committed to accompany the project team, maintain the fighting spirit and continuously improve. system. In the future, GMO-Z.com RUNSYSTEM will make efforts to deploy and go-live the remaining modules, according to the plans of the two sides. See more details and try the product HERE Some other pictures at the Project Summary meeting phase 1: 

 

 

Previously, in the traditional securities account opening process, investors had to spend a lot of time going to the transaction offices and branches of the company to register to open a securities account and wait for confirmation. This causes a lot of limitations for both investors and businesses. Many securities institutions have started to apply eKYC solutions to the online account opening process in order to improve service quality and optimize operational processes. Similar to the process of opening a bank account, opening a securities account using eKYC is very simple. Users will verify identity documents and perform a few actions such as performing facial movements as required for the system to check and compare, as well as compare real people with identification documents. These operations are done completely online and only take about 5 minutes. The eKYC application in opening securities accounts brings many benefits to businesses and improves customer experience Since June 2022, Thien Viet Securities (TVS) has started applying SmartKYC of GMO-Z.com RUNSYSTEM into the securities account opening process to optimize customer experience and limit fraudulent behavior. , Impersonation."0" role="link" href="https://l.facebook.com/l.php?u=http%3A%2F%2FGMO-Z.com%2F%3Ffbclid%3DIwAR1NEpOuxmQbwcLYS-cLczLepZdOiSpg-eSgwb44t84LfNDmDvc&GZQ; received prestigious IT awards in Vietnam. Currently, SmartKYC is one of the leading electronic identification solutions in Vietnam with many preeminent features, successfully applied and deployed in the process of domestic and foreign securities organizations. Contact now to get 02 months of SmartKYC free!