Delivering superior customer experiences

Accordingly, the Zoho CRM Plus platform will help improve customer service quality and optimize NCB's business processes. The system is expected to be launched and put into use by the end of this year.

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NCB partners with Zoho Corporation to deploy Zoho CRM Plus platform

This is the next step in the comprehensive digital transformation strategy to implement NCB's new strategy, with the principle of putting customers at the center of all activities. With the implementation of Zoho CRM Plus, NCB's customers will be the direct beneficiaries thanks to the superior customer management quality that the system brings.

Mr. Ta Kieu Hung - General Director of NCB Bank said: "Investing in implementing a CRM system with one of the world's largest customer relationship management and sales software providers is an important step, and at the same time demonstrates NCB's determination and drastic actions in developing NCB according to a strategic business model, bringing banking experiences through innovative and creative thinking, being the center of financial service innovation, pioneering the development of products and services on the most advanced technology platform as we have committed to our customers".

The bank representative also said that with the successful implementation of Zoho CRM Plus, NCB will bring a different customer experience to the market. Accordingly, services will be highly personalized based on compliance with the State Bank's customer data protection policies, providing a seamless and consistent multi-channel experience journey. Customer requests will be resolved more efficiently and quickly, with processing speed expected to increase by up to 50% compared to the present time thanks to the request management system and customer response automation.

In addition, Zoho CRM Plus's intelligent, automated analytics system allows for increased customer insight. Thereby, better meeting customer needs and optimizing customer benefits, creating a deeper connection between the bank and existing customers.

Optimize business processes and performance

It is known that the Zoho CRM Plus customer relationship management platform is one of the flagship products of Zoho Corporation, highly appreciated for its rich features, high customization capabilities and providing a comprehensive view of the customer experience.

With successful implementation experience in 190 countries around the world, Zoho CRM Plus will act as a companion assistant, helping NCB's business and customer service units record customer interactions scientifically and fully on all channels.

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NCB is transforming strongly, improving customer service quality and optimizing business processes.

The 360-degree customer information platform, multi-channel integration, high security with world-leading standards will allow NCB to build a safe and effective customer data management solution, while optimizing service capabilities to bring customers and partners complete experiences, products and services with the highest quality.

“CRM is one of the fundamental elements for the digital transformation journey of any business, especially for a bank that is making strong moves like NCB. With Zoho CRM Plus, Zoho’s expertise and NCB ’s determination, we believe that NCB will be able to deploy a customer relationship management and multi-channel interaction management system that will deliver the best customer experience in Vietnam,” said Mr. Gibu Mathew, Vice President and Regional Director of Zoho Asia Pacific.

With the successful implementation of this system, NCB aims to increase work efficiency by 50% thanks to customer service support tools, while reducing up to 70% of manual work by automating customer management processes and service request processing. Thereby, optimizing costs, human resources and labor productivity while still ensuring the bank's operations run smoothly, scientifically and effectively.

On the other hand, by tracking key business metrics and applying advanced data analytics techniques, NCB can enhance operational efficiency, risk management and marketing strategies, achieving optimal performance in strategic planning and business decision making.

Over the past two years, NCB has continuously increased investment in infrastructure and information technology solutions, cooperating with the world's leading technology partners to implement highly complex digital transformation projects. Previously, in April 2024, the bank signed a cooperation agreement to deploy Cloud Computing Solutions and Centralized Data Management Systems on the Google Cloud platform with two leading technology partners, CMC Telecom and LUMIQ.

Ngoc Minh