Techcombank adopts Salesforce technology to drive digital transformation, customer engagement

Vietnam Technological and Commercial Joint Stock Bank (Techcombank), one of Vietnam’s leading commercial banks, has signed a multiyear agreement with Salesforce, the global provider of customer relationship management (CRM), to help deliver a cloud-based, connected, and personalised experience to its customers.

The bank serves 9.8 million customers through over 300 transaction offices. An early adopter and pioneer of new technologies, standards, and solutions, Techcombank is recognised as one of the most innovative and digitally-forward banks in Vietnam. Guided by its vision of Change banking, change lives, the bank is focused on launching innovative offerings to Vietnamese consumers at speed and scale.

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. 

Before working with Salesforce, Techcombank was using an in-house CRM system. The bank recognised that there was untapped potential to integrate data and lead generation processes, and leverage real-time insights to help its 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 personalised 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 centralised 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 wholistic solutions to customers.

“At Techcombank, our goal is to continually find new and innovative ways to understand and support our customers,” said Jens Lottner, CEO, 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 Techcombank (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 VP and GM, 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.”

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