NCB BANK OFFICIALLY LAUNCHES CUSTOMER RELATIONSHIP MANAGEMENT PLATFORM WITH ZOHO CORPORATION

The National Citizen Commercial Joint Stock Bank (NCB) signed a cooperation agreement on July 10 to implement Zoho CRM Plus with Zoho Corporation, a global technology partner. This agreement represents a significant milestone in the bank's digitalization and comprehensive transformation efforts.

Establishing exceptional and enduring customer connections

Based on the agreement, NCB will collaborate with Zoho Corporation to implement Zoho CRM Plus in order to enhance the quality of customer service and streamline NCB's company operations. The system is anticipated to commence operation and be put into service by the conclusion of this year.

NCB cooperates with Zoho Corporation to deploy the Zoho CRM Plus platform.

This is the subsequent phase in the extensive digital transformation plan to execute NCB's novel strategy, with the principle of prioritizing customers at the core of all operations. NCB's customers would directly benefit from the enhanced customer management quality provided by the adoption of Zoho CRM Plus.

Mr. Ta Kieu Hung, General Director of NCB, spoke about the event, saying, "Implementing a CRM system with a leading provider of customer relationship management and sales software is a crucial step for NCB. It shows NCB's determination and decisive actions in developing the bank according to a strategic business model. This will improve banking experiences by encouraging innovative thinking and positioning NCB at the forefront of financial service innovation. NCB is committed to pioneering the development of products and services on the most advanced technological platform for our customers."

The bank representative further stated that the successful adoption of Zoho CRM Plus would enable NCB to offer a distinct customer experience in the industry. The SBV's customer data protection standards will guide the customization of services, guaranteeing a seamless and consistent experience across various channels. The implementation of the request management system and customer response automation is predicted to significantly enhance the efficiency and speed of resolving requests from customers, with processing speed anticipated to rise by up to 50% compared to the current timeframe.

Furthermore, Zoho CRM Plus incorporates a sophisticated, automated analytic engine that enhances customer comprehension. By doing so, the bank can effectively fulfill customer requirements and enhance customer advantages, thereby establishing a strong bond with its current customers.

Optimizing business processes and performance

The Zoho CRM Plus platform, developed by Zoho Corporation, is widely recognized as one of their most important products. It is highly regarded for its extensive features, advanced customization options, and ability to offer a full overview of the customer experience. Zoho CRM Plus, with a proven track record of successful deployment in 190 countries worldwide, will serve as a supportive assistant, aiding NCB's business divisions and customer service in systematically and comprehensively documenting client interactions across all channels.

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

NCB will utilize a 360-degree customer information platform, multi-channel integration, and high security measures that meet world-leading standards. This will enable NCB to develop a secure and efficient customer data management solution. Additionally, it will enhance service capabilities to provide customers and partners with comprehensive experiences, products, and services of the utmost quality.

Mr. Gibu Mathew, Vice President and Asia-Pacific Regional Director of Zoho, said, “CRM is a crucial element in the process of digitally transforming a business, particularly for a bank like NCB that is undergoing significant changes. By leveraging Zoho CRM Plus, NCB will effectively implement a customer relationship management and multi-channel interaction management system, resulting in the delivery of the most superior customer experience in Vietnam. This will be achieved via the combined knowledge of Zoho and the unwavering commitment of NCB.”

By effectively implementing this system, NCB seeks to enhance work productivity by 50% through the utilization of customer service support tools, while automating customer management operations and service request processing to reduce manual work by up to 70%. By managing expenses, human resources, and labor productivity, the bank can ensure that its operations function smoothly, scientifically, and effectively.

On the other hand, by monitoring key business indicators and applying advanced data analysis 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. With the successful implementation of the project, NCB will become one of Vietnam's first banks to use the most modern data platform and architecture available.

The signing of the Customer Relationship Management system implementation will help NCB lay more important and necessary foundations to soon realize the Digital Wealth strategic business model, as well as the long-term vision and aspiration to become a bank that provides the best financial services and solutions for the super-rich customer segment in the next 10 years. This will help NCB become a socially responsible bank and contribute to the sustainable development of the community it serves.