SSI lifts user experience with modern workplaces for employees

SSI embarked on a company-wide digital transformation, leveraging a combination of smart tools including Microsoft 365, Dynamics 365, and Azure.

The move helped the firm to increase sales and enhance customer experience. Its large employee network spread across multiple cities successfully transitioned to remote work.

As Vietnam’s first privately licensed securities firm, SSI has increased its charter capital continuously over 20 years, staying at the forefront of innovation by using technology to improve its services.

“We want to digitalise, not just so employees can work more effectively, but to create trade equity,” says Steve Yam, CIO at SSI.

The company laid the foundation for modern work in 2019 by adopting Microsoft 365 and Azure. This helped the company transition seamlessly to remote work when the lockdowns occurred during the pandemic. Today, more than 1,200 employees use Microsoft 365 for various tasks, from Teams for virtual communication to OneDrive and SharePoint for document management and sharing.

“The beauty of Microsoft solutions is how easy they are to use. It’s something familiar,” says Yam. “Changes happened gradually, making the transition extremely smooth.”

Data integration for better results

One of the company’s key challenges is bringing together decades of decentralised records and data. SSI needed to find a way to integrate all its customer information so employees can gain a nuanced understanding of its investment clients.

With the help of tech partner KPMG, the securities company implemented Dynamics 365 as its customer relationship management (CRM) solution.

The new tool gave SSI a comprehensive overview of its over 300,000 clients. The platform captures all customer sales and trading transactions, creating individual profiles while instantly analysing the data.

Feeding this information into Power BI, traders now have access to real-time information to guide their sales. Because the solution was integrated with the company’s existing system and third-party applications, SSI can customise it with external modules for future development.

To complement this back-end upgrade, SSI also implemented enhancements in its customer-facing channels. The company introduced convenient trading options in its user-friendly web portal.

An intuitive mobile app serves as a key touchpoint for the everyday investor. All these changes led to a better customer experience, resulting in higher customer satisfaction, greater loyalty, and sales growth.

Strict security measures

With large quantities of sensitive customer data going through its networks, security is a critical factor for the firm. Microsoft 365 Defender, packaged with the other solutions, combines real-time threat detection with strict firewalls and network security.

“We use a host of Microsoft services, and the best part is that all of these packages have been created with security control,” added Yam. “I asked for a security system that was simple and easy to control. That’s what they delivered four different internal clearance levels where only certain networks can access high-level documents.”

SSI plans to extend its new CRM to the investment banking side of the business. “Our digital transformation will continue for many years. We want to streamline our working model together with Microsoft so that we can leverage the financial markets to better serve our loyal customers,” concluded Yam.