VPBank partners with FPT IS to implement Salesforce solutions, to enhance customer experience and optimize customer relationship management
Recently, Vietnam Prosperity Joint Stock Commercial Bank (VPBank) and FPT Information System Co., Ltd. (FPT IS) officially signed a cooperation agreement to implement Salesforce Financial Services Cloud. The signing ceremony was attended by leaders and representatives from VPBank, FPT IS, and Salesforce.
FPT IS will directly implement Salesforce Financial Services Cloud across VPBank’s entire Personal Banking Division to optimize customer relationship management (CRM) processes, improve service quality, and enhance the overall customer experience for VPBank’s individual customers. This marks another significant milestone for VPBank as it strives to become one of the top three largest banks in Vietnam and rank among the top 100 banks in Asia.
VPBank, FPT IS, and Salesforce leadership jointly initiate the Salesforce solution for VPBank
According to the latest report by McKinsey and the World Bank (Vietnam’s National Digital Transformation Programme – 2023), digitalization in Vietnam’s financial and banking sector has grown by over 30% annually from 2021 to 2023.
Customers are increasingly shifting to digital channels for financial services, moving away from traditional methods of engagement. This shift requires organizations to rethink customer engagement strategies to avoid being left behind. AI CRM solutions will be the critical for businesses to address this challenge.
As a pioneer in digital transformation, VPBank currently serves over 30 million individual customers, representing 30% of Vietnam’s population. The bank continuously innovates to provide the best service and experience. With this project to implement Salesforce , VPBank is setting a new milestone in its digitalization journey.
FPT IS, a strategic partner of Salesforce, will collaborate with VPBank in this project by offering consultation and implementing the most advanced AI CRM solution tailored specifically for the financial sector across VPBank’s Personal Banking Division. The cloud-based Salesforce solution, implemented by FPT IS, will focus on sales and customer service. The primary goal is to enable VPBank employees to access comprehensive, fast, and accurate customer information, thus delivering personalized, proactive, and secure services with high data protection.
Salesforce, the world’s #1 AI CRM, helps organizations of any size reimagine their business for the world of AI. Salesforce delivers a single unified platform that can manage customer interactions across sales and customer service. Salesforce Financial Services Cloud enables seamless collaboration and data sharing within the organization, helping businesses develop strategies tailored to different customer segments. With Salesforce , data such as transaction history, customer habits, and feedback will be updated in real-time. Additionally, the use of AI to analyze customer data, predict trends, and provide smart recommendations is a significant advantage of Salesforce .
By investing in the Salesforce , VPBank can shorten the time to gather and manage customer information, enhance customer insights, automate certain operational tasks, and improve productivity and service quality for its 13 million individual customers.
Mr. Phung Duy Khuong – Executive Vice President and Head of Personal Banking, VPBank, speaking at the event
Mr. Phung Duy Khuong, Executive Vice President and Head of Personal Banking at VPBank, shared: “We expect the implementation of Salesforce to to not merely be a technology project but a revolution in the way VPBank operates and serves customers. The use of Salesforce will bring about positive changes to our customer experience, making services more professional, personalized, and efficient, especially given our large customer base. Completing the project within 10 months is a significant challenge, but I am confident that with FPT IS’s technological expertise and implementation experience, along with strong support from our leadership and dedication from all VPBank staff, we will successfully deliver the project in one go, creating practical value for both our customers and the bank.”
With over 30 years of experience in the IT and digital transformation sectors, FPT IS is one of the leading technology service providers in Vietnam. The company has successfully implemented CRM and ERP solutions for various businesses of different scales, including some of Vietnam’s major banks. FPT IS’s team of experts not only deeply understands technology but also has extensive experience in advising and implementing solutions aligned with the long-term strategic goals of banks.
Mr. Dao Hong Giang – Executive Vice President and Head of the Finance & Banking Division, FPT IS, speaking at the event
“As a long-term strategic partner of VPBank and having collaborated on multiple projects, FPT IS is honored to continue supporting VPBank in its digital transformation journey for personal customer management. We take pride in being a leader in researching and implementing cutting-edge global technology solutions for Vietnamese businesses, including banks. After evaluating solutions and our hands-on experience, we believe Salesforce is one of the best options globally, as recognized by Gartner’s Magic Quadrant for CRM Customer Engagement Centers. With Salesforce Financial Services Cloud, we are confident that this will not just be a technological solution but a strategic tool for VPBank to enhance competitiveness, optimize customer management processes, and improve operational efficiency. We are committed to successfully completing the project within the 10-month timeframe, delivering real value to VPBank and contributing to the advancement of financial services in Vietnam,” expressed Mr. Dao Hong Giang, Executive Vice President and Head of the Finance & Banking Division at FPT IS.
Mr. Bernard Solomon – Regional Vice President for Malaysia & Vietnam, Salesforce, speaking at the event
At the event, Mr. Bernard Solomon, Regional Vice President, Malaysia & Vietnam, Salesforce, affirmed: “Customer success and innovation are at the core of Salesforce. Salesforce’s world #1 AI CRM and FPT IS’s expertise and experience in Vietnam will empower VPBank to deliver superior customer service and experiences. We look forward to supporting VPBank’s digitalization, and are committed to help the bank achieve their ambition to become one of the largest banks in Vietnam”.
Salesforce Financial Services Cloud, implemented by FPT IS, will not only help VPBank create a comprehensive digital experience for customers and optimize business operations but also deliver long-term value. As a trusted partner of Salesforce, FPT IS remains committed to supporting Vietnamese businesses in successfully adopting advanced technologies, helping them achieve digital transformation, and enhancing their competitiveness in the global market.
