Building Superior and Lasting Customer Connections
As per the agreement, NCB, in collaboration with Zoho Corporation, will implement the Zoho CRM Plus Customer Relationship Management platform to enhance customer service quality and optimize NCB’s business processes. The system is expected to launch and be operational by the end of this year.
 NCB Partners with Zoho Corporation to Implement Zoho CRM Plus
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This is a significant step in NCB’s comprehensive digital transformation strategy, aligning with its new customer-centric approach. By adopting Zoho CRM Plus, NCB’s customers will directly benefit from the superior customer management capabilities that the system offers.
“The implementation of the CRM system with one of the world’s largest customer relationship and sales management software providers is an important step,” said Mr. Ta Kieu Hung, CEO of NCB. He added, “It also demonstrates NCB’s determination and aggressive action in developing the bank according to a strategic business model, delivering banking experiences through innovative thinking, and being at the forefront of financial service innovation. We are committed to developing products and services on the most advanced technology platforms, as promised to our customers.”
Bank representatives also shared that with the successful implementation of Zoho CRM Plus, NCB would offer a unique customer experience in the market. This includes highly personalized services, adhering to the SBV’s customer data protection policies, and providing a seamless and consistent omnichannel experience. Customer requests will be resolved more efficiently and swiftly, with a predicted increase in handling speed of up to 50% compared to the current situation, thanks to the system’s request management and customer response automation capabilities.
Additionally, Zoho CRM Plus’s intelligent and automated analysis system enables a deeper understanding of customers, allowing NCB to better meet their needs and optimize their benefits, fostering a strong bond between the bank and its existing customers.
Optimizing Business Processes and Efficiency
The Zoho CRM Plus customer relationship management platform is one of Zoho Corporation’s flagship products, renowned for its rich features, high customization, and comprehensive view of the customer experience. With a successful track record of implementations in 190 countries worldwide, Zoho CRM Plus will serve as a trusted companion, helping NCB’s business and customer service units scientifically record customer interactions across all channels.
NCB is undergoing a strong transformation, enhancing customer service quality and optimizing business processes
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The 360-degree customer information platform, with its multi-channel integration and world-leading security standards, will enable NCB to build a safe and efficient customer data management solution. This will optimize their ability to serve customers and partners, offering them complete experiences, products, and services of the highest quality.
Mr. Gibu Mathew, Vice President and Regional Director for Asia Pacific at Zoho, shared, “CRM is a fundamental component of any enterprise’s digital transformation journey, especially for a bank undergoing a strong transformation like NCB. With Zoho CRM Plus, along with Zoho’s expertise and NCB’s determination, we believe that NCB will be able to implement a world-class customer relationship and multi-channel interaction management system, delivering a leading customer experience in Vietnam.”
With the successful implementation of this system, NCB aims to increase work efficiency by 50% through customer service support tools and reduce manual work by 70% through customer management process automation and service request handling. This will optimize costs, human resources, and labor productivity while ensuring the smooth, scientific, and efficient operation of the bank.
Furthermore, by monitoring critical business metrics and employing advanced data analysis techniques, NCB can enhance operational efficiency, risk management, and marketing strategies, achieving optimal performance in business strategy formulation and decision-making.
Over the past two years, NCB has continuously invested in its IT infrastructure and solutions, partnering with leading global technology partners to undertake complex digital transformation projects. In April 2024, the bank signed a collaboration agreement with CMC Telecom and LUMIQ to implement Cloud Computing Solutions and a Centralized Data Management System based on Google Cloud. With the successful implementation of this project, NCB will be one of the first banks in Vietnam to utilize the most modern platform and data architecture available in the market.
The signing of the agreement to implement the Customer Relationship Management system provides NCB with additional important and necessary platforms to soon realize its strategic business model, Digital Wealth, as well as its long-term vision and aspiration to become the best financial services and solutions provider for the ultra-high-net-worth segment over the next decade. NCB is committed to being a socially responsible bank, contributing to the sustainable development of the communities it serves.
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