Special cross-channel customer support digital platform of Vietnamese banks

A series of cross-channel transactions supporting enhanced user experience are continuously deployed by TPBank and receive much attention from customers. TPBank customers can start the transaction process on one channel and finish it on another channel without having to re-enter data from the beginning.

Cross-channel experience - an inevitable trend in the banking industry

Ms. Ngoc Khanh (34 years old, Nam Dinh) was quite surprised when she received the card immediately at TPBank LiveBank 24/7: “I just registered to open a card on the TPBank app yesterday, but today when I went to LiveBank 24/7, I could immediately receive the physical card without having to do anything complicated. I needed this card urgently for traveling, I listened to my friends' advice and tried registering, but unexpectedly I actually received the card to spend right away.”

This is possible because TPBank is one of the pioneering banks and has achieved many achievements in cross-channel digital experience. With a comprehensive digitalization orientation, TPBank invests in a digital platform and ecosystem that is closely linked, synchronized across all channels and continuously updated to enhance the customer experience. TPBank customers can completely request to withdraw money using a QR code on the app, but receive money at LiveBank24/7. Or register to open a card on the app, but immediately get the card at LiveBank 24/7.

Cross-channel digital experience, also known as multi-channel (Omni-channel) is the current development trend of banks, aiming to optimize customer experience on a multi-channel platform. Customers can start the transaction process on one channel and end it on another channel without having to re-enter data from the beginning. This requires tight integration between traditional transaction channels and the digital banking system provided by the bank so that customers can interact smoothly and comfortably from anywhere.

A synchronous and seamless experience on all transaction channels, from Internet Banking, Mobile Banking, ATM, transaction counter or consultant, brings many conveniences to customers, saves costs for banks, and increases competition compared to rival banks. With this synchronization, customers no longer have to worry about choosing the right transaction channel because all channels provide the same experience.

Advantages of a cross-channel digital platform one step ahead

Recently, the State Bank issued Decision 2345/QD-NHNN requiring credit institutions to deploy biometric authentication for some types of transactions in online payments on the Internet. With a strong multi-channel technology platform, leading the way in applying biometrics to banking transactions, TPBank quickly became the first bank to comply with 100% of Decision 2345 in high-value transactions with all customers, 10 days earlier than the effective date of the Decision.

While some banks face many obstacles when they only have a single channel to update their faces, or only have a few transaction counters with specialized NFC chip readers, TPBank customers have up to 3 channels to update their biometrics. With a single update on the app, at the counter or at LiveBank 24/7 points, customers can quickly perform subsequent transactions on any channel with their registered facial recognition.

Mr. Nguyen Hung - General Director of TPBank shared: “With the motto of understanding and focusing on customers, TPBank always starts from the core to focus on solving needs and modernizing customer experiences. Currently, our internal UI/UX design team can easily and confidently build processes, products or develop features 5-6 times faster than before, significantly improving operational efficiency and service flexibility, synchronized across all channels of the bank. ”

Mr. Hung further emphasized: “Customer satisfaction in using our banking services smoothly on multi-channel channels is also improved. We have achieved 100% seamless processes for more than 200 self-service online banking products and reduced downtime by 95% to just a few minutes per month. Our goal is clear – to continue to make TPBank one of the top 10 comprehensive banks in Vietnam.”

With the continuous transformation efforts to lead the digital trend, TPBank continues to be honored with the award “Best Omnichannel Implementation - Best cross-channel digital experience solution” by two prestigious international organizations, The Digital Banker and The Asian Banker. Going beyond a national ranking, this award of TPBank is considered by The Asian Banker throughout the Asia-Pacific region.

Mr. Dinh Van Chien - Deputy General Director of TPBank received the award from The Asian Banker

The representative of The Asian Banker highly appreciated TPBank's digital engagement platform when the purple bank proactively upgraded digital banking on mobile and web devices, integrated with Apple Pay, Google Pay and hybrid cards as well as optimized the eKYC journey. “TPBank has migrated microservices to a new container management system for scalability, deployed a new database with minimal downtime and integrated with key partners in many transactions, especially digital lending. These have led to a 40% growth in the number of customers, 50% new customer acquisition through eKYC and three times faster time to market”.

As a technology partner with TPBank for many years, Riddhi Dutta, Vice President of Asia at Backbase, shares about TPBank's success: "The clear vision of the customer experience they wanted to bring to omnichannel banking was formed 5 years ago. TPBank applied the right strategy, differentiating in key areas by building a unique platform in the journey they envisioned. The power of the platform lies in creating a level playing field for banks at any stage of their modernization journey, regardless of their age or tenure in the industry. We are extremely excited to see them rise to the top today."