In 2025, the first 19 provincial branches will be put into operation - laying the foundation for the roadmap to upgrade all branches in the coming period. Not only improving the uniform design space, the new model is expected to bring a modern experience, comprehensive digitalization of transactions, personalization to each customer, optimization at each touch point and expanding the customer access network.

This strategy is an important part of Techcombank's journey of "Transforming the financial industry, enhancing the value of life" with the position of a "top" bank, pioneering in leading the financial industry towards the best standards.

The project is being implemented to ensure that all Techcombank branches nationwide comply with new standards in space, service and customer experience. Accordingly, the image of Techcombank as 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 have its brand identity upgraded this year, followed by Tay Ninh, Lang Son, Bac Giang and other provinces and cities. In parallel with upgrading the current branch system, Techcombank is also expanding its network in key areas to serve more customers, especially in provinces and cities with high economic growth rates.

Around the world, many banks have been transforming their branch models to adapt to the global digitalization trend. Bank of America, JPMorgan Chase, HSBC and Citibank have deployed future versions of branches (flagship branches or smart branches), where customers can perform most transactions automatically, while bank staff focus on in-depth financial advice. UnionBank in the Philippines transformed its traditional branch model into “ARK” - a design innovation space that combines digital and physical banking experiences 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 terms of asset growth, the fastest in the world with an increase of 25% in the next 10 years - according to World Health forecast (February 2024). This growth is not only concentrated in large cities but also spread across provinces and cities. In the first quarter of 2023, Hai Phong's GRDP recorded a breakthrough - reaching 9.65%, along with Quang Ninh and Hung Yen, showing the even and sustainable growth of the economy. This leads to an increasing demand for banking services, with the expectation of specialized and classy experiences from customers in these localities.

As a pioneer in the digital transformation journey of the banking industry, Techcombank once made an impression when it became the first bank to have an office building awarded the LEED Gold certificate by the US Green Building Council (USGBC) for its environmentally friendly, classy building, dubbed as "a sophisticated architectural work of modern technology and trendy style".

The rapid implementation of the branch innovation strategy in the provinces will bring about a modern, synchronized transaction model from the headquarters to each branch. This model not only digitizes transactions but also optimizes the design space, creates a friendly feeling, and integrates technology to help customers have comprehensive and quick access to banking products and services. Thereby, each branch will be a touch point, where customers are always the focus of all bank strategies.

Ms. Thai Minh Diem Tu, Director of Marketing, Techcombank affirmed: “ Each branch is a strategic touchpoint, helping to build trust and accompany customers on the journey of sustainable asset growth. With the pioneering orientation of leading the transformation of the financial industry, always putting customers at the center of every decision, we not only expand Techcombank's coverage to increase physical touchpoints but also want to establish a new standard in financial services with a superior, classy, ​​and worthy branch version. ”.

The biggest breakthrough of the new design model at the branch is the complete elimination of the traditional transaction counter design. No more glass partitions or fixed shelves, customers will step into a flexible space where every touch point is optimized to enhance the experience. Open, Agile-style consulting desks help increase connection and bring a comfortable feeling like chatting with a financial expert, instead of performing a regular banking transaction. In the customer service area, basic transactions are completely converted to a digital platform. Customers can proactively experience and explore Techcombank's product and service ecosystem through smart electronic devices arranged here.

Each branch is designed in a modern style, arranged according to each customer segment. The area reserved for priority customers has a distinct mark and optimizes functionality with a luxurious decoration style. Here, customers will experience a private consulting space, with a team of experienced financial experts accompanying 1:1 throughout the journey of managing and creating assets.

Techcombank also deployed a paperless transaction solution on the iDO platform. Accordingly, transactions will be performed on tablets to support diverse customer needs, eliminating all manual processes, reducing transaction time from an average of 5.37 minutes to 1.85 minutes per transaction, increasing the time for in-depth consultation between staff and customers, contributing to bringing different experiences. This innovative solution uses advanced technologies to verify identity through biometric data on the chip of the 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 changing customer behavior. Transforming physical branches is necessary and will meet many customer needs better.

Thuy Linh

Source: https://congthuong.vn/techcombank-khoi-dong-chien-luoc-doi-moi-chi-nhanh-huong-den-mo-hinh-chuan-cong-nghe-hien-dai-trai-nghiem-dan-dau-381259.html