Not only improving the unified design space, the new model is expected to bring a modern experience, comprehensively digitizing and personalizing transactions to each customer, optimizing at each touchpoint and expanding the customer network. This strategy is an important part of Techcombank's journey to "Converting the financial industry, enhancing the value of life" as a leading "top" bank, pioneering the financial industry towards the best standards.
The project is being implemented to ensure that all Techcombank branches nationwide comply with new standards on space, services and customer experience. Accordingly, Techcombank's image of a modern, digital model bank will contribute to shaping a new service style in the banking industry.
It is expected that by the end of the second quarter of 2025, 19 provincial branches will operate under the new model. Vung Tau is the first provincial branch to be relocated to a new facility and upgraded brand identity this year, followed by Tay Ninh, Lang Son, Bac Giang and other provinces and cities. In parallel with upgrading the current branch system, Techcombank also expands its network in key areas to serve more customers, especially in provinces and cities with high economic growth rates.
In the world, many banks have been transforming their branch models to adapt to the global digitalization trend. Bank of America, JPMorgan Chase, HSBC or Citibank have deployed future branch versions (flagship branch or smart branch), where customers can perform most transactions automatically, while bank staff focus on in-depth financial consulting. UnionBank in Phillipines converts the traditional branch model into ARK - a design creative space, where digital experience and physical banking are combined to optimize transaction efficiency. Within 6 months, THE ARK has witnessed a 6-fold increase in the number of customers opening accounts, with transaction times shortened by 20%.
Vietnam is becoming a global bright spot in asset growth, the fastest in the world with a growth rate of 25% in the next 10 years - according to World Health's forecast (February 2024). This increase is not only concentrated in large cities but also spread throughout provinces and cities. In the first quarter of 2023, GRDP Hai Phong recorded a breakthrough - reaching 9.65%, along with Quang Ninh and Hung Yen, showing the steady and sustainable growth of the economy. This leads to increasing demand for banking services, with the expectation of a specialized, high-class experience from customers in these localities.
With a pioneering position in the digital transformation journey of the banking industry, Techcombank has made an impression when it became the first bank to have an office building awarded the US Green Building Council (USGBC) Gold LEED certificate for environmentally friendly high-class works, known as "a sophisticated architectural work of modern technology and trendy style".
The rapid implementation of the strategy of branch innovation in the provinces will bring a modern and synchronous trading model from the head office to each branch. This model not only digitizes transactions but also optimizes design space, creates a friendly feeling, while integrating technology to help customers have comprehensive and quick access to banking products and services. Thereby, each branch will be a touchpoint, where customers are always the focus of all of the bank's strategies.
Ms. Thai Minh Diem Tu, Marketing Director, Techcombank affirmed: Each branch is a strategic touchpoint, helping to build trust and accompany customers in the journey to increase sustainable assets. With the pioneering orientation of leading the transformation of the financial industry, always putting customers at the center of all decisions, we not only expand Techcombank's coverage to increase physical touch points but also want to establish a new standard for financial services with a superior, classy, and worthy branch version.
The biggest breakthrough of the new design model at the Branch is the completely eliminating the traditional design counter. No more separate glass panels or shelves, customers will enter a flexible space, where each touch is optimized to enhance the experience. Open consultants, Agile style help increase the connection and bring a sense of comfort as chatting with a financial expert, instead of making a regular banking transaction. In the customer service area, basic transactions are completely converted to digital platforms. Customers can actively experience and explore Techcombank's ecosystem ecosystem through intelligent electronic devices arranged here.
Each branch is designed in a modern style, arranged according to each customer segment. The customer-centric area has a unique and functional advantage with a luxurious decoration style. Here, customers will experience a private consulting space, along with a team of experienced financial experts accompanying 1:1 throughout the journey of managing and creating assets.
Techcombank also deploys a documentless transaction solution on the iDO platform. Accordingly, transactions will be conducted on tablets to support the diverse needs of customers, eliminate all manual processes, help reduce transaction time from an average of 5.37 minutes to 1.85 minutes per transaction, increase in-depth consultation time between employees and customers, contributing to bringing different experiences. This innovative solution uses advanced technologies to authenticate through biometric data on the chip of CCCD/CC.
The banking industry is entering a period of strong transformation, where traditional business models are being restructured to adapt to digital technology and customer behavior are changing day by day. Converting physical branches is necessary and will better meet many customer needs.
