NCB Bank accelerates digital transformation with Zoho Corporation partnership

Zoho Corporation, a leading global technology company, announced on July 10 a strategic partnership with NCB to implement Zoho’s advanced Customer Relationship Management (CRM) solution.

This collaboration marks a significant milestone in NCB’s comprehensive digital transformation journey to implement a new customer-centric strategy.

Under this partnership, Zoho Corporation will deploy its CRM Plus platform at NCB to elevate customer service quality and optimise the bank’s business processes. The system is slated for launch and full-scale implementation across NCB by the end of this year.

With the deployment of Zoho CRM Plus, NCB's customers will directly benefit from the superior customer management capabilities that the system provides. Additionally, Zoho CRM Plus' automated, intelligent analytics system allows for a deeper understanding of customers. This, in turn, better meets customers' needs and optimises customer benefits, creating a stronger relationship between the bank and its customers.

At the event, Ta Kieu Hung, general director of NCB Bank, shared, "Investing in the Zoho CRM system with one of the world's largest cloud software providers is a crucial step. It demonstrates NCB's determination and decisive action in developing a strategic business model that brings innovative banking experiences. This partnership is a testament to our commitment to customers."

Zoho CRM Plus, a flagship product of Zoho Corporation, is highly regarded for its rich features and high customisation capability, which offers a thorough perspective on customer experience. The 360-degree customer information platform, integrated with multichannel, high-security standards, will enable NCB to build a safe and effective customer data management solution. This will optimise service capabilities and deliver customers and partners high-quality experiences, products, and services.

Gibu Mathew, vice president and general manager of Zoho Asia Pacific, added, "CRM is foundational for the digital transformation journey of any business, especially for a bank like NCB undergoing strong transformations. With Zoho CRM Plus and our Zoho expertise and NCB's decisiveness, we believe that NCB will be able to deliver a customer relationship management and multichannel interaction management system that provides top customer experiences in Vietnam."

With the successful implementation of Zoho CRM Plus, NCB aims to increase work efficiency by 50 per cent and reduce manual work by up to 70 per cent through process automation. This will optimise costs, human resources, and productivity while ensuring smooth and efficient bank operations.

The bank's representative also stated that NCB will bring a distinct customer experience to the market through the Zoho CRM Plus platform. Services will be highly personalised based on compliance with the national bank's customer data protection policies, providing a seamless, unified omnichannel customer experience journey. Customer requests will be resolved efficiently and swiftly, with an expected processing speed increase of up to 50 per cent compared to the current timeframe thanks to the request management system and customer feedback automation.

Furthermore, 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 accelerated investments in infrastructure and IT solutions, collaborating with leading global technology partners to implement highly complex digital transformation projects. The signing of the CRM deal will help NCB realise its digital wealth strategic business model as well as the long-term vision to become the best provider of financial services and solutions for the ultra-high-net-worth customer segment in the next 10 years.

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