The Omnichannel Banking Revolution: Unifying the Customer Experience

On March 21, 2025, VietABank, a joint-stock commercial bank in Vietnam, and VNPAY, a leading payment solutions company, signed an agreement to collaborate on the implementation of an omni-channel banking system.

As per the bank’s statement, their long-term strategy focuses on digital transformation and enhancing their product and service quality. Omni-Channel is seen as a critical enabler to achieve comprehensive digitization.

This partnership aims to create an optimized system that integrates online and offline transaction channels, providing seamless and instant access to banking services for customers anytime, anywhere.

The successful implementation of Omni-Channel is expected to enhance transaction processing speed, improve convenience, security, and safety, as well as expand the service portfolio to meet diverse customer needs. In the initial phase, Omni-Channel will integrate all existing features of EzMobile while introducing new products and utilities for a seamless and optimized user experience.

Speaking at the signing ceremony, VietABank’s representative emphasized, “The implementation of the omni-channel banking system is not just a technological upgrade but a long-term strategy to enhance our product and service quality, providing a convenient and consistent experience for our customers. This is a key focus of our digital transformation journey towards a modern and agile banking model that better meets market demands.” VietABank also expressed confidence in VNPAY’s ability to execute the project as per the plan, leveraging their advanced technology and expertise to lay a strong foundation for the bank’s future digital development strategy.

VietABank has consistently invested in technology, evident in their determination to comprehensively digitize traditional banking operations through their digital banking platform (Ebank/EzMobile). The bank has adopted eKYC technology to facilitate online account opening and service registration, streamlining processes and enhancing convenience for customers.

Additionally, VietABank has integrated various products, services, and utilities into the EzMobile application to improve flexibility and optimize the user experience. The bank has also completed the deployment of enhanced biometric security measures to ensure secure transactions for its customers.

VietABank is actively expanding its partnerships with payment intermediaries, e-wallets, and fintech companies to leverage their digital ecosystems and offer a wider range of products and services to its customers, thereby creating new business models.

In their digital transformation journey, VietABank has successfully digitized numerous critical business processes. Their document circulation system, iBPM, has been upgraded to enhance its utility, and their credit approval and management system, iLOS, continues to integrate various products. Other systems such as the internal credit scoring system (KPI), human resource management system (HRportal), and internal funding cost management software (FTP) have also been deployed synchronously, contributing to improved operational efficiency.

Notably, VietABank has introduced an internal credit scoring system, advised by Ernst & Young, providing access to reliable data for credit evaluation and facilitating loan accessibility for customers.

The bank’s leadership shared their future plans, which include continued investment in information technology infrastructure, enhanced governance, and the development of modern products and services with enhanced customer convenience. These efforts are aimed at not only meeting market demands but also establishing a solid foundation for sustainable growth.