Techcombank adopts Salesforce technology to drive digital transformation and customer engagement

Salesforce Financial Services Cloud deployed to help Techcombank achieve single view of customers.

Salesforce, the global leader in customer relationship management (CRM), announced on 9th May a multi-year agreement with Vietnam Technological and Commercial Joint Stock Bank (Techcombank), one of Vietnam’s leading commercial banks, to help deliver a cloud-based, connected, and personalized experience to its customers.

According to a media statement, the initial deployment of Salesforce Financial Services Cloud across Techcombank’s network of over 5,000 frontline staff, represents the first of its kind cloud CRM implementation in the Vietnamese banking industry.

An early adopter and pioneer of new technologies, standards, and solutions, Techcombank is recognized as one of the most innovative and digitally-forward banks in Vietnam. Guided by its vision of “Change banking, change lives”, the Bank continues to lead the digital transformation of the financial industry, in order to launch innovative offerings to Vietnamese consumers at speed and scale.

Before working with Salesforce, Techcombank was using an in-house customer relationship management (CRM) system. The Bank recognized that there was untapped potential to integrate data and lead generation processes, and leverage real-time insights to help Techcombank’s relationship managers deliver seamless, differentiated experiences to customers.

By deploying Salesforce Financial Services Cloud, a solution used by banking institutions all over the world to deliver customer centricity and end-to-end experiences, Techcombank aims to: accelerate innovation of new products and services; and deliver a safe and secure concierge level of service that is personalized and proactive.

Techcombank’s investment in Salesforce’s CRM solution will provide the Bank with the capability to capture, track and store customer information in an efficient and centralized manner, support its sales team in managing customer relationships and empower Techcombank to enhance sales performance and productivity.

With the tools to enrich data, productivity and engagement features, Techcombank’s staff can spend less time gathering customer information and more time doing what they do best – providing tailored and holistic solutions to customers.

“At Techcombank, our goal is to continually find new and innovative ways to understand and support our customers,” said Jens Lottner, Chief Executive Officer, Techcombank. “Our collaboration with Salesforce represents the first of its kind in the Vietnamese banking industry, giving us the agility and scale to truly deliver a unified customer experience and accelerate our product innovation roadmap. We want to be the bank that helps our people and our customers reach their full potential, and Salesforce’s platform supports TCB, driving stronger and more lasting relationships with our customers.”

“In this new age of banking, the banks that will be successful are those that put the customer at the center of their business and deliver end-to-end experiences with impact,” said Sujith Abraham, Senior Vice President and General Manager, Salesforce ASEAN. “We are proud to be working with Techcombank on its digital transformation. We love their approach to innovation and their pursuit of customer success, and we look forward to partnering with them on this journey.”