Customers using digital banks continue to increase sharply

From efforts to digitize and automate, along with activities to improve service quality, the customer size of banks continued to record strong growth in the first 6 months of 2022.

New customers growing fast

At TPBank, by the end of June 2022, the bank has added nearly 1.5 million new customers, an increase of 25% compared to the end of 2021 and bringing the total number of TPBank's customers to more than 6 million.

According to Mr. Nguyen Hung, TPBank's General Director, in recent years, TPBank has invested trillions of dong each year in technology and digital banking. Despite determining that this is an expensive game, the bank has always continuously invested in creativity, innovation and technology updates, thereby launching breakthrough products based on customer understanding. Personalization but also increase security and safety, the goal is to provide the most satisfying and convenient experience for customers. Currently, TPBank is serving nearly 100% of the market share of e-wallet users in Vietnam, is the banking unit that connects the most e-wallets in the industry.

SSI Research also pointed out that, as of June 2022, Vietcombank has about 8 million digital banking customers, up 21% from 6.6 million customers at the beginning of 2022 and equivalent to about 36 % of total individual customers of VCB. With strong investment in digitization, Vietcombank aims to have 10 million digital banking users by the end of 2022.

Similarly, by the end of the second quarter of 2022, ACB had 5 million customers, an increase of 15% compared to the beginning of the year, in which the increase mainly came from the technology platform.

According to the analysis report of VCBS, the percentage of Vietnamese population with a bank account is still lower than that of other countries in the region. With the trend of digitization and the introduction of remote authentication (eKYC) technology that helps open accounts without a bank branch, this rate will increase. Banks that focus on developing customer experience at the current stage can greatly benefit from this trend by increasing the number of customers using the service.

Optimize operational efficiency

Strong investment in technology not only helps banks attract more new customers, but also optimizes operational costs and efficiency. VCBS's analysis report shows that ACB's operating costs have decreased significantly since the end of 2021, from 42% to 33% by the end of the second quarter of 2022. VCBS believes that enhancing technology in operations will help control costs better in 2022, helping the bank to grow profits.

For TPBank, the report of VCBS said that in the period of 2015 - 2021, the ratio of CASA (term deposit) of this bank increased 4 times, from nearly 7,500 billion VND to nearly 31 trillion VND. . This result is thanks to the focus on digital transformation and pioneering in the design of 0 dong transaction products, helping TPBank attract mainly young individual customers who love technology experiences and save costs. transaction.

According to the bank's leadership, TPBank is the first bank that can perform 2 million transactions per minute, linking with many banks and partners on an online transaction platform, meeting the transaction needs of customers. young people, especially on shopping promotion days like Black Friday, etc.

In addition, the strengthening of "LiveBank" transaction points helps TPBank reduce physical costs (renting transaction locations) and personnel costs for performing transactions such as withdrawing, depositing, transferring money over the counter, etc. That reduces operating costs for the bank.

Experts also said that strongly developing digital applications will help banks attract more mobilized capital and reduce capital costs in the long term. Along with that, operating costs will also be reduced thanks to increased working efficiency.