Accelerating digital transformation has helped HDBank ensure the efficient operation of its internal systems and business activities, meet customers’ needs amid the social distancing and ‘new normal’ and improve customer experience. (Photo courtesy of the bank) Hanoi (VNS/VNA) - Faced with complicated developments of the COVID-19outbreak in recent times, banks in Ho Chi Minh City and elsewhere in thecountry are strictly complying with social distancing regulations while alsoensuring their systems operate smoothly and efficiently and fully meet theneeds of individual and corporate customers.
The recentsocial distancing period was also a time when HDBank speeded up transformationof its operations.
So, despitereducing the number of employees working directly at the office and counter inaccordance with the regulations on social distancing and epidemic prevention,the bank saw an increase in labour productivity and a reduction in costs whileensuring service quality and managing to serve customers in the best way.
This wasthanks to the bank's modern technology platform.
HDBank hasembraced digital transformation in all aspects like transaction processes,operations, human resources, and evaluation since 2020, and now seeks to makethe digitisation faster and more comprehensive.
HDBank hasmanaged to speed up comprehensive digitisation through key projects such asdigitising the customer journey to bring new and convenient experiences inopening a payment account and savings book online and offering loans onlineagainst deposits, digitising the online customer journey with pioneeringtechnologies such as electronic know your customer (eKYC), advanced eKYCand integrated authentication via video call, digitising the internalcommunication system, big data collection and analysis, and virtual assistantswitchboard.
The use ofrobotic process automation technology with robot assistants has helped thebank reduce manual tasks by more than 80 percent and increase processing speed30 times (from three minutes to only five seconds for a transaction) with anerror rate of almost zero.
According tothe bank’s statistics, in the five months since the account opening process atthe counter was digitised, the number of customers registering for e-bankingrose to 67 percent from the earlier 50 percent.
HDBank’sdigital applications and automation of products and services have helpedimprove the efficiency of transactions and meet customers’ needs amid thesocial distancing and ‘new normal’.
As a result,in the first six months of the year the number of e-banking transactionsdoubled from the same period last year with the transaction value tripling tonearly 60 trillion VND (2.6 billion USD).
To supportbusinesses after the restrictions were lifted and gradually revive productionand business, HDBank continues to deploy credit promotion services such as cashflow management, issuing UPAS L/Cs to promote import and export and rapidpayment through eBanking with a comprehensive digital solution package.
It has alsooptimised services on digital platforms such as opening a businessaccount online, 24/7 online lending (eCredit), issuing L/C online (eLC),and online international money transfer, all to support corporate customerswith solutions and adapt to the new normal and digital society.
HDBank hasalso digitised the operating process through the use of robots for timekeepingfor employees, handling requests from customers and automatic order approval.
In itsinternal operations too, HDBank has strongly digitised by applying Akabot, acomprehensive RPA platform that helps automate business processes involving alarge number of repetitive tasks to increase productivity and improve costsavings; regularly organising online training, seminars and workshops; andenhancing communication on its internal communication channel, Workplace.
The iPapersystem is applied to almost all internal processes/regulations, saving the timeand cost needed for paperwork and being of particular help during the socialdistancing period.
Valuation,automatic and centralised accounting and document management are all optimisedon the technology platform.
Customer-centric
Thanks to itsaccelerating digital transformation, HDBank has ensured the efficient operationof its internal systems and business activities and smooth operation ofproducts and services on the digital platform, especially amid thepandemic-driven restrictions.
Tran Thu Huong,director of the bank’s operations division, said: “To ensure smooth operations,the operations division in collaboration with other divisions has madeimprovements in everything starting from the most minor of them.
“Thanks tothat, we have created a new, scientific, systematic, and more comprehensive wayof working, saving time in handling services provided to customers. With thegoal of how to serve customers most effectively, we always strive to make todaybetter than yesterday and tomorrow better than today.”
HDBank hasefficiently implemented the Government’s policy on waiver and reduction of loaninterest rates to support customers in a number of areas directly affected byCOVID and where there has been prolonged social distancing, with more than18,000 customers owing a total of nearly 42 trillion VND in outstandingbalance benefiting.
The results havehelped HDBank succeed in building a large loyal customer base.
Reformingoperations and improving services on a digital basis is one of HDBank’s effortsto make a difference in serving customers, making them happy and successful,and helping them achieve financial security./.
The recentsocial distancing period was also a time when HDBank speeded up transformationof its operations.
So, despitereducing the number of employees working directly at the office and counter inaccordance with the regulations on social distancing and epidemic prevention,the bank saw an increase in labour productivity and a reduction in costs whileensuring service quality and managing to serve customers in the best way.
This wasthanks to the bank's modern technology platform.
HDBank hasembraced digital transformation in all aspects like transaction processes,operations, human resources, and evaluation since 2020, and now seeks to makethe digitisation faster and more comprehensive.
HDBank hasmanaged to speed up comprehensive digitisation through key projects such asdigitising the customer journey to bring new and convenient experiences inopening a payment account and savings book online and offering loans onlineagainst deposits, digitising the online customer journey with pioneeringtechnologies such as electronic know your customer (eKYC), advanced eKYCand integrated authentication via video call, digitising the internalcommunication system, big data collection and analysis, and virtual assistantswitchboard.
The use ofrobotic process automation technology with robot assistants has helped thebank reduce manual tasks by more than 80 percent and increase processing speed30 times (from three minutes to only five seconds for a transaction) with anerror rate of almost zero.
According tothe bank’s statistics, in the five months since the account opening process atthe counter was digitised, the number of customers registering for e-bankingrose to 67 percent from the earlier 50 percent.
HDBank’sdigital applications and automation of products and services have helpedimprove the efficiency of transactions and meet customers’ needs amid thesocial distancing and ‘new normal’.
As a result,in the first six months of the year the number of e-banking transactionsdoubled from the same period last year with the transaction value tripling tonearly 60 trillion VND (2.6 billion USD).
To supportbusinesses after the restrictions were lifted and gradually revive productionand business, HDBank continues to deploy credit promotion services such as cashflow management, issuing UPAS L/Cs to promote import and export and rapidpayment through eBanking with a comprehensive digital solution package.
It has alsooptimised services on digital platforms such as opening a businessaccount online, 24/7 online lending (eCredit), issuing L/C online (eLC),and online international money transfer, all to support corporate customerswith solutions and adapt to the new normal and digital society.
HDBank hasalso digitised the operating process through the use of robots for timekeepingfor employees, handling requests from customers and automatic order approval.
In itsinternal operations too, HDBank has strongly digitised by applying Akabot, acomprehensive RPA platform that helps automate business processes involving alarge number of repetitive tasks to increase productivity and improve costsavings; regularly organising online training, seminars and workshops; andenhancing communication on its internal communication channel, Workplace.
The iPapersystem is applied to almost all internal processes/regulations, saving the timeand cost needed for paperwork and being of particular help during the socialdistancing period.
Valuation,automatic and centralised accounting and document management are all optimisedon the technology platform.
Customer-centric
Thanks to itsaccelerating digital transformation, HDBank has ensured the efficient operationof its internal systems and business activities and smooth operation ofproducts and services on the digital platform, especially amid thepandemic-driven restrictions.
Tran Thu Huong,director of the bank’s operations division, said: “To ensure smooth operations,the operations division in collaboration with other divisions has madeimprovements in everything starting from the most minor of them.
“Thanks tothat, we have created a new, scientific, systematic, and more comprehensive wayof working, saving time in handling services provided to customers. With thegoal of how to serve customers most effectively, we always strive to make todaybetter than yesterday and tomorrow better than today.”
HDBank hasefficiently implemented the Government’s policy on waiver and reduction of loaninterest rates to support customers in a number of areas directly affected byCOVID and where there has been prolonged social distancing, with more than18,000 customers owing a total of nearly 42 trillion VND in outstandingbalance benefiting.
The results havehelped HDBank succeed in building a large loyal customer base.
Reformingoperations and improving services on a digital basis is one of HDBank’s effortsto make a difference in serving customers, making them happy and successful,and helping them achieve financial security./.
