Recently, Vietnam Prosperity Joint Stock Commercial Bank (VPBank) and FPT IS Company Limited officially signed a cooperation agreement to deploy the Salesforce CRM customer relationship management system Financial Services Cloud version with the participation of leaders and representatives of VPBank, FPT IS and Salesforce. Specifically, FPT IS will directly deploy the Salesforce Financial Services Cloud system for the entire Personal Customer Division system at VPBank to optimize the relationship management and customer care process, thereby enhancing the ability to understand, improve service efficiency and improve the overall experience for VPBank 's individual customers. This continues to be considered a major step for VPBank towards the goal of becoming a bank with a solid position in the Top 3 largest banks in Vietnam and reaching the scale of the Top 100 largest banks in Asia. According to the latest report by McKinsey and the World Bank (Vietnam's National Digital Transformation Programme - 2023), the digitalization rate in the finance and banking sector in Vietnam has grown by more than 30% per year in the period 2021-2023. As for VPBank, as a leading bank in digital transformation, over the years, VPBank has continuously innovated and developed with the primary goal of providing the best services and experiences. The project to deploy a customer relationship management system from Salesforce - one of the world's leading CRM solutions will be the next milestone in the pioneering digitalization journey, affirming the bank's position. Accompanying VPBank in this project is FPT IS - Salesforce's strategic partner, directly consulting and deploying the most advanced version of the CRM solution exclusively for businesses in the financial sector across the entire Personal Customer Division system at VPBank. Within the framework of cooperation, the Salesforce CRM cloud computing project will be deployed by FPT IS focusing on two areas: Sales and Customer Services, aiming to achieve the most important goal of supporting VPBank's staff to access customer information in a comprehensive, fast and accurate way, thereby providing personalized, proactive and safe services with high security. Salesforce CRM solution is one of the most advanced customer management platforms in the world from Salesforce - a leading US technology company, specializing in providing cloud computing solutions for businesses globally, helping businesses increase their ability to interact and manage customers more effectively. The highlight of Salesforce CRM lies in the application of cloud computing and the ability to integrate Sales and Customer Services processes into a single system, helping departments in the business easily coordinate, share data and develop strategies suitable for each customer group. With Salesforce CRM, information such as transaction history, consumer habits, and customer feedback are continuously updated in real time. In addition, the use of artificial intelligence to analyze customer data, predict trends, and make smart recommendations is also a prominent advantage of Salesforce CRM. Through investing in Salesforce's cloud-based CRM technology solution, VPBank can shorten the process of collecting and managing information, improve customer understanding, automate some operational activities, thereby improving productivity and quality in operations and management, and taking care of individual customers with a large number of up to 13 million people. Mr. Phung Duy Khuong - Permanent Deputy General Director in charge of the South, Director of Personal Banking, VPBank shared: "We expect the solution from Salesforce to support VPBank to deepen its customer segmentation strategy, revolutionizing VPBank's customer care and service process. CRM software will need to bring positive changes to VPBank's customer experience, supporting customer services to become more professional, more personalized, and faster and more efficient with a huge number of individual customers. With the scope of the project, completing it within 10 months will be a big challenge. However, I believe that with the technological capacity and implementation experience of FPT IS, along with the support of the Board of Directors and the strong determination of all VPBank staff, we will overcome all difficulties and successfully implement the project in just one go, bringing practical values ​​to customers and businesses". With over 30 years of experience in the field of information technology and digital transformation, FPT IS is currently one of the leading technology service providers in Vietnam, having successfully deployed CRM and ERP solutions for many multi-scale enterprises, including a number of banks in Vietnam. FPT IS's team of experts not only has a deep understanding of technology but also has experience in consulting and implementing solutions that are suitable for the long-term development strategies of banks. "As a long-term strategic partner of VPBank and having collaborated on many projects, FPT IS is honored to continue to accompany VPBank in the journey of digital transformation for customer relationship management activities in the retail customer segment. FPT IS is always proud to be a leading company in research and implementation activities, bringing advanced, world-class technology solutions to Vietnamese businesses, including banks. In the field of CRM customer relationship management, after the process of researching, working with solution providers and direct implementation, FPT IS evaluates Salesforce CRM as one of the most suitable options and is also identified as one of the best CRM solutions in the world (according to Gartner). FPT IS believes that Salesforce Financial Services Cloud will not only be a technology solution but also a strategic tool to help VPBank enhance its competitiveness, optimize customer management processes and improve operational efficiency. With our experience and dedication, we are committed to successfully implementing this project within 10 months as scheduled, bringing real value to VPBank and contributing to raising the level of financial services in Vietnam," said Mr. Dao Hong Giang - Executive Vice President and Director of Finance - Banking of FPT IS. At the event, Mr. Bernard Solomon - Vice President of Salesforce Malaysia & Vietnam affirmed: "One of Salesforce's core values ​​is customer success and constant innovation. We are committed to accompanying and bringing the project to success because VPBank's success is also our success. This commitment will be maintained throughout the implementation process and system operation time. We believe that with Salesforce's world-class CRM solution and FPT IS's implementation capacity and experience, we will together achieve the set business goals in a short time. Salesforce always wishes to have the opportunity to have long-term and strategic cooperation with VPBank, starting from the Personal Customer Division and in the future expanding to other business divisions". Source: https://nhipsongkinhte.toquoc.vn/vpbank-hop-tac-fpt-is-trien-dei-giai-phap-crm-hang-dau-tu-salesforce-20240930121916705.htm