Omnichannel Banking: Optimizing Customer Experience

One of the trends that Vietnamese banks are aiming for is the omnichannel banking system. If multi-channel banking is the transaction channels that people still perform every day such as: Internet Banking, Mobile Banking, transaction counters, ATMs... These channels are independent, not uniform, forcing customers to use the right channel when they need a service. On the contrary, omnichannel banking helps customers have a synchronous and seamless experience on all transaction channels, forming a continuous and consistent experience on any channel that customers choose.

Recently, VietABank and VNPAY signed a cooperation contract to deploy an omnichannel banking system. Accordingly, this will be an optimal system, integrating transaction channels (online and offline) to provide synchronous, seamless, and instant services, helping customers easily access banking services anytime, anywhere. After being successfully deployed, the Omni Channel platform contributes to improving transaction processing speed, enhancing convenience, security and safety, while expanding the service portfolio, flexibly according to customer needs.

The bank's leaders added that in the coming time, the bank will continue to invest in developing information technology infrastructure, improving management efficiency, developing modern products and services, and increasing convenience for customers. These efforts not only help the bank meet market demand but also create a solid foundation for sustainable development.

Experts say multi-channel banking brings many benefits to both banks and customers.

This is not a new model in the banking market. A few years ago, OCB was the first bank to announce the application of the Omni Chanel platform to banking activities. OCB Omni is implemented based on the Omni platform of Asseco Group and its partner, Fintek Company - a consulting, development and technology service provider in Vietnam. This model has received many positive responses from users after a period of launch. In 2024, OCB continued to upgrade, launching the OCB Omni 4.0 version with many more features to bring users optimal and superior experiences.

Sacombank is also one of the banks that has deployed the Omni Channel platform. According to the bank representative, successful deployment will help the bank build a seamless experience between existing multi-channel applications, between applications and diverse third-party ecosystems. This not only helps customers conveniently use and optimize the experience, but also supports the bank to have a comprehensive and in-depth understanding of customer behavior and needs. The data becomes the basis for building appropriate financial solutions, creative marketing campaigns, and accurately forecasting and anticipating potential customer needs.

Experts say that omnichannel banking brings many benefits to both banks and customers. Specifically, this model will help banks save costs. Instead of fragmenting into many different channels, which costs a lot of money and resources, omnichannel banks can automate many steps. The integration between systems still ensures that customers can find basic information themselves, while still being able to contact the support team (customer care, call center) if needed.

In addition, one of the prerequisites when deploying digital services is safety and security. Deploying a multi-channel model means that banks have many touch points with customers such as phone numbers, emails, mobile applications, social networks, etc. This helps banks have many ways to authenticate customers and issue warnings when there are transactions and accesses from unfamiliar sources. Ensuring safety and security for customers also ensures the safety of the banking system, avoiding risks during transactions.

It can be seen that customer experience as well as customer-centricity are the vital requirements of credit institutions in Vietnam. Mr. Le Anh Dung, Deputy Director of the Payment Department (SBV), shared that in the era of continuous major technological advances, the banking industry in Vietnam and around the world is undergoing profound changes. “The emergence of comprehensive digitalization has revolutionized the way we perceive and interact with banking and financial services. At the heart of this great transformation is the concept of superior customer experience and personalized or hyper-personalized services,” Mr. Dung commented.

Therefore, in the coming time, multi-channel banking or modern banking trends will continue to be applied by Vietnamese banks. The growing needs and increasing expectations of users will "lead the way" for banks to confidently transform digitally more strongly.

Source: https://thoibaonganhang.vn/ngan-hang-hop-kenh-toi-uu-trai-nghiem-khach-hang-162256.html