The Vietnam Technological and Commercial Joint Stock Bank (Techcombank) will adopt Salesforce, a customer relationship management company, to help deliver a cloud-based, connected and personalised experience to customers.

Under the framework of a multi-year agreement signed on May 9, Techcombank is the first bank in Viet Nam to deploy customer relationship management (CRM) technology on a cloud platform, with a plan to apply Salesforce's Cloud Financial Services solution to a network of more than 5,000 staff and corporate financial advisors.

“Our collaboration with Salesforce represents the first of its kind in the Vietnamese banking industry, giving us the agility and scale to truly deliver a unified customer experience and accelerate our product innovation roadmap. We want to be the bank that helps our people and our customers reach their full potential, and Salesforce’s platform supports TCB, driving stronger and more lasting relationships with our customers,” said Jens Lottner, Chief Executive Officer, Techcombank.

Before working with Salesforce, Techcombank was using an in-house CRM system. The bank recognised that there was untapped potential to integrate data and lead generation processes, and leverage real-time insights to help Techcombank’s relationship managers deliver seamless, differentiated experiences to customers.

By deploying Salesforce Financial Services Cloud, a solution used by banking institutions all over the world to deliver customer-centricity and end-to-end experiences, Techcombank aims to accelerate the innovation of new products and services; and deliver a safe and secure concierge level of service that is personalised and proactive.

Techcombank’s investment in Salesforce’s CRM solution will provide the bank with the capability to capture, track and store customer information in an efficient and centralised manner, support its sales team in managing customer relationships and empower Techcombank to enhance sales performance and productivity.

With the tools to enrich data, productivity and engagement features, Techcombank’s staff can spend less time gathering customer information and more time doing what they do best: providing tailored and holistic solutions to customers.

“In this new age of banking, the banks that will be successful are those that put the customer at the centre of their business and deliver end-to-end experiences with impact,” said Sujith Abraham, Senior Vice President and General Manager, Salesforce ASEAN.

“We are proud to be working with Techcombank on its digital transformation.” — VNS