OmniCare Empowers ABBank: Optimizing Customer Experience Management (CxM) and Boosting Revenue

Introduction to ABBank and OmniCare

ABBank is a major bank in Vietnam, customer-centric and continuously improving its retail services. To achieve this, ABBank has implemented OmniCare, a comprehensive Customer Experience Management (CxM) software.

OmniCare is designed to:

• Manage customer data efficiently.
• Automate sales processes and customer care.
• Personalize services and optimize customer touchpoints.
• Integrate data from various channels such as Core Banking, LOS, and AML to create a comprehensive view of the customer.

Mr. Nguyen Manh Quan – Acting General Director of ABBank

The Importance of Optimizing Customer Experience Management for ABBank

Optimizing CxM is a crucial factor enabling ABBank to:

• Achieve sustainable revenue growth: Satisfied customers tend to become loyal, make repeat purchases, and recommend services, leading to marketing cost savings.
• Increase sales efficiency and conversion rates: OmniCare automates the sales process, categorizes customers, and provides suitable services, allowing employees to focus on high-value tasks.
• Improve customer experience through service personalization: OmniCare collects and analyzes customer data to personalize marketing campaigns, promotions, and interactions, making customers feel specially cared for.
• Optimize marketing and reduce wasted marketing costs: OmniCare helps ABBank target customers more accurately, optimize marketing budgets, and increase conversion rates.

OmniCare Implementation Seminar

Benefits OmniCare Brings to ABBank

OmniCare has brought numerous practical benefits to ABBank:

• Consolidates multi-channel customer data: Gathers and synchronizes data from Core Banking, LOS, and AML, providing a comprehensive customer view and optimizing the customer care process.
• Successfully integrates with major banking systems: Ensures seamless and accurate information flow, allowing employees easy access to and management of customer information.
• Enhances business performance through process automation: Automates tasks like customer categorization, sending care emails, managing customer profiles, and tracking sales progress, saving time, minimizing errors, and increasing productivity.
• Effectively connects with potential customers and drives revenue growth: Analyzes customer behavior to create tailored sales strategies, increases conversion rates, and builds long-term relationships.

Through OmniCare, ABBank has significantly improved its customer experience management processes, thereby enhancing customer satisfaction, optimizing business operations, and achieving sustainable revenue growth.