Salesforce and FPT IS to elevate digital experience for financial customers

The intense competition in the digital transformation era presents a significant challenge for many financial and banking institutions in retaining users. In response to this reality, FPT Information System Corporation (FPT IS) and Salesforce have proposed a strategic solution to help financial institutions and banks enhance the digital experience for their customers.

For every three customers using services from financial institutions, one is willing to switch to another provider with more user-friendly and flexible services. Such statistics have been given at a seminar themed “The Future of Connected Customer Experiences in Financial Services” jointly organized by FPT IS and Salesforce.

Delivering an opening speech at the event, Mr. Dao Hong Giang, Director of Finance & Banking Sector, FPT IS, says: “In Vietnam, users of financial and banking services are not only interested in basic features but are increasingly favoring convenient, smooth and personalized experiences. Understanding such situation and designing an appropriate, consistent digitalization strategy that meets the growing demands of users is helping some banks lead the digital transformation race in Vietnam and turn potential customers into loyal users.” 

Mr. Dao Hong Giang – Director of Finance & Banking Sector, FPT IS – emphasizes that the way customers use financial and banking services has been changing.

Analyzing major challenges in the Banking – Finance industry, Mr. Adam Wise – Principal Solution Engineer, Salesforce – says customers using financial services are tending to strongly move to digital communication channels instead of traditional ones. This poses a problem for organizations in changing their approach to customers to avoid being left behind. Addressing such challenge, customer relationship management (CRM) solutions will be the key.

Being the world’s current leading CRM solution provider, Salesforce has leveraged cloud computing technology to build specialized solutions that inherit industry-standard processes. This enables banks and financial institutions to implement solutions quickly and achieve a return on investment (ROI) in a short period. By developing various applications, Salesforce consistently ensures that it meets the needs of businesses of all sizes. 

Among them, Data Cloud – one of Salesforce’s newest solutions – is a tool that helps organizations optimize the process of finding and nurturing potential customers. It enables departments to build a consistent record system, thereby gaining deeper insights and developing tailored approach strategies for each segment. The solution allows to harmonize data in all system sources, providing deep insights by combining the most advanced technologies in the world such as AI (artificial intelligence), Machine Learning, Real Time, or Personalization.

Mr. Ho Quoc Thinh – Senior Solution Engineer, Salesforce – has introduced a design model of customer experience journey as suggested by Data Cloud solution, including the following steps: Explore (exploring habits and behavioral trends), Acquire (approaching and handling information), Grow (analyzing and building customer portraits with Customer 360 to plan for appropriate sales strategies), Support (taking care of customers to make them loyal).

By analyzing data in the overall picture drawn by Customer 360, companies can approach potential customers with the most appropriate strategies. However, how can they nurture and turn those potential customers into paying customers? According to Mr. Thịnh, the key lies in the first touchpoint when customers begin the service registration process (onboarding).

Mr. Ho Quoc Thinh – Senior Solution Engineer, Salesforce – presents a comprehensive strategy to approach and take care of customers.

Accordingly, at the “onboarding” point, Salesforce has partnered with FPT IS to integrate the FPT Digital Onboarding solution to optimize customers’ initial experience when using the service. “Cooperating with FPT IS – a leading technology firm in Vietnam – helps us truly understand what Vietnamese customers need and want thanks to FPT IS’ extensive experience in digital transformation projects for the Banking – Finance industry”, said Mr. Thinh.

According to Mr. Vu Anh Duc, Senior Consultant on Identity Authentication Solutions, FPT IS, while banks have expanded many utility services, the authentication and verification processes during registration still require multiple steps and remain largely manual. In response to this issue, FPT IS has developed the FPT Digital Onboarding platform, a solution that enables banks to design a flexible remote onboarding process. This platform integrates with available solutions for face verification and identity verification such as FPT.eKYC, FPT.IDCheck.

During the verification process when opening an account, companies can optimize costs and time with Anti-fraud solution for digital identity verification (FPT.IDCheck). The solution enables users to accurately and quickly verify chip-based ID cards, features facial recognition with AI technology that is fully compliant with the ISO-30107 biometric presentation attack detection standard, and is built based on the chip-based ID card verification application platform of the Vietnam Ministry of Public Security. In 2023, FPT.IDCheck is honored with two prestigious awards: the Sao Khue Awards (Vietnam ICT Excellence) and the Asia-Pacific Stevie Awards.

Mr. Vu Anh Duc – Senior Consultant on Identity Authentication Solutions, FPT IS – introduces FPT IS’ authentication solution ecosystem at the seminar.

Using FPT.IDCheck, Mr. Duc has conducted a live demonstration of a remote credit card registration process. Through the application, the verification of the chip-based ID card is completed within seconds, personal information is automatically extracted and cross-checked with data from the Vietnam Ministry of Public Security. Additionally, facial recognition process using FaceID technology is performed swiftly with absolute accuracy. The entire account opening process is seamless for customers, and ensures strict compliance with banking security regulations.

The combination between Salesforce’s Data Cloud and FPT IS’ solutions will enable financial institutions and banks to build a comprehensive digital experience for their customers. As a trusted partner of Salesforce, FPT IS is ready to accompany clients in Vietnam in implementing Salesforce’s CRM solutions as well as “Made by FPT IS” digital authentication solution ecosystem.

Businesses and organizations interested in Salesforce and FPT IS solutions, as well as the contents discussed in the seminar, can contact us via email: [email protected].