ABBank creates exceptional customer & employee experiences through digital innovation

18/10/2021

From the beginning of 2021, An Binh Commercial Joint Stock Bank (ABBank) approved a plan to increase charter capital, thereby they increased investment in digital transformation. ABBank not only builds a specific roadmap in developing digital banking, but also focuses on transforming remote working culture and digitizing operations.

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Investing in technology helps ABBank adapt to the pandemic situation, improve customer experience, optimize operational costs and create an effective collaboration environment for employees nationwide.

Working remotely: Thousands of worries!

Recently, when working from home has become familiar to many companies and organizations due to the impact of the Covid-19 pandemic, an important question that is concerned: How to ensure a secure and effective collaboration environment for employees?

The risk of cyber attack is a constant concern of the banking industry not only in Vietnam but also in the whole world. Ransomware, phishing emails or malware, etc. will cause business interruption, data loss and affect customer trust as well as capability of competition in the banking industry.

Besides, applying technology in banking operations also comes with challenges which requires process changes, large investment capital, and employees training. At the same time, it sets requirements for ABBank on the ability of control and handle new risks effectively.

Optimizing customer and employee experience through technology

At the end of 2020, ABBank officially carried out the centralized trading of shares on UPCoM, marking a new step in developing as a transparent and sustainable public company. Tran Viet Thang - Head of Banking Technology Division, ABBank explains: "In addition to targeting revenue and profit growth, ABBank increased its investment in digital transformation."

In 2020, ABBank has launched the AB Ditizen digital banking application to optimize service quality and customer satisfaction. ABBank also focused on upgrading and digitizing internal processes of lending and assesment to improve SLA and optimize operational costs.

When the fourth wave of Covid-19 appeared in Vietnam, ABBank applied the policy of working remotely and rotating at the office in order to comply with health safety guidelines and ensure business operations, support customers thoroughly. Over the past year, ABBank has implemented a comprehensive suite of Microsoft Office 365 solutions for their operations.

Tran Viet Thang - Chief Information Officer, ABBank shared: “We found that Microsoft's products are suitable for ABBank's needs and development orientation. Especially, packed solutions from Microsoft help us easily access and apply technology, thereby supporting ABBank digital transformation journey.”

Microsoft Office 365 solution is consulted and deployed by CMC TS - Microsoft's local FastTrack partner. CMC TS has accompanied ABBank in many technology projects since 2008. Office 365 applications: Microsoft Teams, Sharepoint, Exchange,…, help ABBank to enable remote work and stronger human connection during social distancing period, increase employee collaboration and productivity and improve work culture by creating a modern workplace. ABBank also can lower infrastructure investment and optimize operational cost by using cloud collaboration. Their training activities are all done online on the Teams app.

In addition to Office 365, ABBank also deployed the Microsoft Office 365 Advanced Threat Protection (ATP) to help the bank proactively protect bank’s systems and data by reducing cyber-attack via phishing emails.

Nguyen Hai Bien – Vice GM of Cloud Transformation Services, CMC TS said: “At the time of launch, Microsoft Office 365 solution was comprehensively applied by ABBank. After 6 months of implementation, the user rate increased to over 90%, of which the rate of adoption and satisfaction with Exchange applications reached 96%, Microsoft Teams reached 93%.”

Thanks to the implementation of technology projects to increase customer experience and create a safe remote working culture, in 2020, ABBANK still ensures stable growth, profit before tax reaches VND 1,368 billion, increases 11.3% compared to 2019.

In 2021, ABBank sets a profit target of over VND 1,900 billion, equivalent to an increase of about 45% compared to 2020. At the same time, ABBank will also continue to implement a digital transformation strategy to optimize customer experience, launch new digital banking products and transform operational processes using automation solutions.