Chapter 3 - The Achievement of Tech
Retail Banking Group
“With our customer-centric philosophy, we personalised experiences for each expanded brand tier and turbocharged our wealth management strategy.”
Chief Retail Banking Group Officer
Darren Buckley
2022 Highlights
The bank-wide retail credit book grew by 40.1% YoY. Excluding margin lending, RBG’s stand-alone loan book expanded impressively by 48% YoY.
The Bank had added nearly 1.2 million customers and achieved industry-leading Net Promoter and Customer Satisfaction Scores.
Bank-wide retail credit
40.1%
YOY
Techcombank Mobile App
4.7/5.0 rating
Added nearly
1.2mil new customers
A data-enabled overhaul of customer value propositions (CVPs) with finer segmentation, rebranded tiers and more personalised experiences
By understanding our customers, we can provide unique propositions that are carefully designed and tailored to meet the needs of highly specific customer segments at all stages of their financial lives:
- (1) Spending
- (2) Borrowing
- (3) Saving
- (4) Protecting
- (5) Investing
Affluent customers
We launched our 'Legacy' product, a long-term wealth transfer and protection proposition co-created with Techcom Capital, Manulife and Manulife Investment.
The first product of its type in Vietnam, ‘Legacy’ was received very positively, ultimately accounting for c.39% of retail’s total Banca annual premium equivalent in 2022.
We continued to widen our range of offerings:
- A wide range of high-quality retail bonds, be mixed with Certificate of Deposit ‘Bao Loc’
- Secondary bond trading – iConnect, TCB iCap – on TCBS mobile app
- High end medical health care insurance (in partnership with Manulife)
- Repackaged Infinite and Signature credit cards
Techcombank Inspire
Inspire, a new banking proposition dedicated to the young, aspiring and mass affluent ‘Why not?’ generation of customers.
Everyday banking
Change banking, Change lives
New Techcombank Mobile app
- Techcombank Mobile app was designed to be a ‘personal assistant in your pocket’ and has helped bring everyday banking services to our customers’ fingertips.
- - The top-rated apps in Vietnam, rating of 4.7.
- - Total number of retail e-banking transactions 844.8 million in 2022, up 29.6%.
- - Their gross value was VND 10.5 quadrillion, up 15.7% from 2021.
New iDO digital branch platform
- Piloted at 68 branches, using processes that are 100% paperless.
Another Vietnamese first – WINLife ‘all-in-one’ platform
- Launched the WINLife ecosystem, piloted in 27 WIN stores in Hanoi and Ho Chi Minh City, the WINLife ecosystem has the potential to make the Bank’s financial services conveniently available in over 3,000 WIN stores nationwide.
Bigger milestones for our card business
- The Bank was the leader in payment volumes and new card sales in each consecutive quarter of the year, for the first time ever.
And beyond... Innovative ways to pay – cashless, cardless, digital
- - QR codes
- - Collaboration with payment partners (Google Pay and Apple)
- - Virtual cards
Market leading promotions driving higher customer engagement
- Launched a mega multi-month lucky draw campaign on Techcombank Mobile
- Mascot ‘Mèo Đại Cát
Wealth management
Revamped holistic wealth management and launched Techcombank Private, an RM-led service designed to provide most affluent clients with a more personal, exclusive and privileged experience
The focus of RBG for 2023
In 2023, RBG will continue to focus on gaining primary banking relationships to grow the Bank’s funding and fee income, and on developing our new branded tiers to meet the needs of specific customer segments.
We will:
- Become the primary bank of high net worth clients by further developing our best-in-class wealth management propositions
- Grow our customer base through deeper digitalisation and scale our WINLife ‘all-in-one’ ecosystem offering
- Review our strategy for mass customers and proactively develop CVP for prioritised sub-segments, leveraging our partnership/ecosystem execute them
- Review our payment strategy and strengthen CVP & offerings for different segment to meet their specific needs
- Accelerate our protection solution & insurance advisory business through new customised products, offering solutions by customer segments. We will continue investing in data and digital capabilities to deliver best-in-class insurance advisory and after-sales services, bolstered by our partnership with leading insurance providers.
- Drive productivity through several initiatives, including enhancing capabilities of Private Relationship Manager (PCRM) and Priority Relationship Manager (PRM), collaborating with a world-class consulting firm to introduce omnichannel protection offerings and continuing to refine our CRM
- Invest in /en/investors/annual-report/2022/talent to continue improving customer service and our wealth management advisory capabilities
- Build out Techcombank Private and reposition Techcombank Priority as customer propositions.