Building Trust Critical in Digital Banking Development

Nhat Trung

11:36 14/06/2019

BizLIVE -

Last year, SBV issued Circular 19, in which when customers faces to bad incident and become first to prove it, banks initially must compensate for customers then later on when the inquire results are shown, final settlements will come next.

Building Trust Critical in Digital Banking Development

Head of HDBank Personal Banking, Tran Quoc Anh. Photo: Bizlive

Today, Bizlive held the talk named “Digital Banking and the Specific Ecosystem”. Economist Can Van Luc said that the definition digital banking is often misunderstood as digital activity in the traditional banking system. 
According to Luc, the understanding that digital banking is banks will digitalize all activities are correct but not sufficient. Luc pointed out that digital bank is the new business model, new approach with new values, not just digitalize what already exist.
The digital banking contents, in the opinion of Luc, are: the integrity of distribution channels, diversifying the channels so that consumers can get easy access to banking services. In which, all channels should have the connectivity so that to ensure the customers’ experience. 
The digital banking development must count on the three following factors: eco-system forming to serve customers; customer base development and customer-center strategy. All those steps will help to bring new experiences to customers, change the interaction methodologies between customers and banks.
Head of HDBank Personal Banking, Tran Quoc Anh, said that the State Bank of Vietnam (SBV) have some rules to build consumers’ trusts in cashless means of payment. Last year, SBV issued Circular 19, in which when customers faces to bad incident and become first to prove it, banks initially must compensate for customers then later on when the inquire results are shown, final settlements will come next. 
 
In terms of buiding trust, HDBank has made great efforts to tackle customers’ problems as quickly as possible with best service quality.
Tran Quoc Anh revealed that currently HDBank owns one particular eco-system which provides best digital interaction. The digital transforming application has been started from many years ago, right from the first flights of Vietjet.
This eco-system has three main parts: banking, micro credit in cooperation with Japanese partner and Vietjet. In which financial company HD Saison now has the network of more than 15 thousands branches throughout Vietnam and more than 5 million customers are using HDSaison services. Vietjet has more than 20 thousands sub agencies and more than 20 million customers. 
With this ecosystem, the digital banking and digital services of HDBank has the strong advantage of huge customer base. Other companies will have to wait for many months or even years to have the customer base at the similar scale.
Interaction, connectivity are critical in this ecosystem. Customers’s benefits create lasting benefits for the eco-system. Customers have many desires then the service providers should strike best to meet all the demands.
Take Vietjet’s customers as example, when they just depart from the flights, they can enjoy HDBank services connected with Grab, then the cashless services are integrated with the bank accounts. HDBank, Vietjet and HDSaison customers thus can enjoy the best and complete services. 

NHAT TRUNG

Tin liên quan

Cùng dòng sự kiện