Techcombank adopts Salesforce to drive customer engagement

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

Techcombank adopts Salesforce amid its digital transformation

The initial deployment of Salesforce across Techcombank’s network represents the first cloud-based CRM implementation in the Vietnamese banking industry. As an early adopter and pioneer of new technologies, standards, and solutions, Techcombank is recognised as one of the most innovative banks in Vietnam. Guided by its vision, the bank continues to lead the digital transformation of the financial industry to launch innovative offerings to Vietnamese consumers at speed and scale.

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 Techcombank’s relationship managers deliver seamless, differentiated experiences to customers.

By deploying Salesforce to deliver customer-centricity and end-to-end experiences, Techcombank aims to accelerate the innovation of new products and services and deliver a safe and secure level of services that is personalised and proactive.

Techcombank’s investment in Salesforce’s CRM 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 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, CEO at Techcombank. “Our collaboration with Salesforce represents the first 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 us in driving stronger and more lasting relationships with our customers.”

Sujith Abraham, senior vice president and general manager at Salesforce ASEAN said, "In this new age of banking, the banks that will be successful are those that put the customer at the centre of their business and deliver experiences with impact. “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.”