Comprehensive digitalization and customer experience optimization

Implementing the National Digital Transformation Program, recently, branches of the Bank for Agriculture and Rural Development (Agribank) in the province have been actively implementing many activities to upgrade electronic infrastructure, integrate digitalization and digital technology into all areas of banking operations with the motto "Customer-centric" to aim for the goal of "Comprehensive digitalization and optimizing customer experience".

Comprehensive digitalization and customer experience optimization Agribank staff Nhu Thanh guides people of Thanh Quan commune (Nhu Thanh) to use online banking services.

The service of collecting hospital bills at Thanh Hoa Provincial General Hospital has been implemented by Agribank Thanh Hoa for many years and has achieved positive results. Accordingly, Agribank Thanh Hoa has coordinated with Thanh Hoa Provincial General Hospital to connect POS card swiping machines with the hospital's information system management system, install POS machines, coordinate the issuance of linked cards to pay hospital fees via POS... In addition, it also provides other cashless payment solutions such as payment via QR code, via Agribank E-Mobile Banking system... Thereby, helping the hospital simplify payment procedures, serve patients better, reduce risks when transacting in cash, reduce costs, and human resources to help the hospital manage more effectively".

Instead of having to go to the counter to do procedures, people can now make online transactions completely free of charge at home using only their phones. Agribank is one of the first banks to apply authentication technology, identifying customers electronically online. Thereby contributing to simplifying the account opening process, improving convenience, safety in transactions and meeting customer service needs. Agribank has applied the most modern artificial intelligence technologies such as image data reading technology, facial recognition technology... which are modern, reliable technology platforms, ensuring transparency, speed, helping customers to be more convenient when opening bank accounts online. Agribank has also cooperated with Fintech companies to deploy mobile payment applications, e-wallets..., thereby allowing customers to easily make daily payment transactions (paying for electricity, water, telecommunications, tuition, hospital fees, money transfers...) from phones, computers with internet connection; facilitate customers in rural, remote and isolated areas to access safe and effective financial services. With the VNPAY-QR feature integrated into the Agribank E-Mobile Banking application, customers can pay simply, easily and safely at more than 150,000 stores, supermarkets, food and essential goods stores and at e-commerce websites, online shopping...

From being unfamiliar and bewildered, people are now getting more and more familiar with and realizing that the electronic banking services provided by Agribank are indispensable. As someone who has experienced the utilities on Agribank's application, Ms. Luong Thi Huyen, in Hai Binh ward (Nghi Son town) said: "With the support of the staff of Agribank Tinh Gia Nam Thanh Hoa Branch, I have installed and used the utilities on Agribank E-Mobile Banking; I find it very convenient, I can pay anytime, anywhere by scanning QR codes and transferring money. Now, wherever I go, I don't need to worry about carrying cash; especially expenses such as: children's tuition, electricity bills, monthly telecommunications fees, are all automatically paid".

As commercial banks operating mainly in rural areas, in addition to playing a leading and key role in the economic development of the province, closely linked to the agricultural sector, Agribank branches have stepped up the implementation of digital transformation to bring electronic banking services to people, helping them access modern payment utilities, reduce costs, create a habit of cashless payment for consumers, contributing to the health of the microfinance market, limiting and repelling black credit. The digital transformation of banks also goes hand in hand with ensuring security, safety, protecting the rights and legitimate interests of customers, and the sustainable development of the banking system. The branches have brought banking and financial services closer to people in remote areas who have not had access to or have not been served by banks, constantly improving service quality, increasing benefits and optimizing customer experience, accelerating the digital transformation process, bringing many utilities, meeting the increasing needs of customers. Accordingly, the banks have proactively proposed to Agribank Vietnam to upgrade the information technology system; invest in facilities, equipment and machinery, standardize data in terms of records, books, archiving work... Thanks to that, the electronic transaction network and infrastructure of the banks have been constantly upgraded, developed modernly and advancedly with 2 mobile transaction points using specialized cars, 85 ATMs, 484 POS machines. Agribank branches in the province are accompanying more than 1.5 million customers with deposits, loans and using banking and financial products and services.

With extensive experience operating in the agricultural and rural markets, Agribank branches in the province have been and will continue to affirm their role and position as a pioneer bank in digital transformation, contributing to the successful implementation of the goals and plans of the banking industry in general and Thanh Hoa province in particular.

Article and photos: Minh Ha

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