Optimizing operations with virtual robots that automate the process
Keeping up with the trend of digitalization
Digital transformation is not only a trend but also a solution, a strategic direction to help businesses transform, quickly recover and respond to market challenges and opportunities. HDBank is confidently at the forefront of technology investment and pioneering in the trend of digital transformation by focusing on the strategy of “Happy Digital Bank”, actively collaborating with leading technology partners. leading in Vietnam and abroad looking for breakthrough IT solutions to put into practice, including akaBot solution – a virtual robot application that automates business processes. As a result, HDBank has operated a new, scientific, systematized, technology-based way of working in all aspects of its operations to focus on customers, serve, and aim for the highest overall efficiency.
Increase HDBank customer satisfaction rate to 80% when applying RPA robot
The problem HDBank wants to conquer is the systematization of the back-end block operation process (internal block), promoting the digital transformation thinking and culture of HDBank people. Therefore, the bank focuses on liberating human labor by automating repetitive manual tasks and processes. Through the research and evaluation process, HDBank selected akaBot’s RPA virtual robot automation application into the operations of the operation block from June 2021. Up to now, HDBank has successfully applied 6 typical processes: (1) Automatic processing of input data; (2) Automatically correct data errors if any; (3) Automatically check money transfer transactions; (4) Automatically cross-check employee attendance data; (5) Automatically resolve inquiries from Customer Service Center and (6) Automatically approve CITAD transactions.
According to Mr. Nguyen Duc Dung, Standing Deputy Director of the Digital Transformation Center – HDBank, shared: “When comparing and evaluating solutions on the market for the purpose of automating operations, akaBot impresses with its customers. We, when the solution is developed by a team in Vietnam, can meet the technical requirements as well as have a lot of experience in implementation for internal banking processes and operations.”
Mr. Nguyen Duc Dung, Standing Deputy Director of the Digital Transformation Center – HDBank highly appreciated the results that the RPA robot solution brought to the Bank’s Operations Division.
After successfully applying virtual robot, HDBank’s representative said that the akaBot solution has brought a lot of value to the bank, as evidenced by the numbers. The RPA robot operates 24/7 to ensure uninterrupted service, 30 times faster transaction processing speed than usual and 100% reduction of backlogs, thus, the highest level of customer satisfaction. Customer satisfaction when using services at HDBank increased significantly to 80%.
It can be seen that HDBank’s technology strategy of applying RPA robot solution has been successful in improving customer experience and contributing to enhancing user loyalty to the brand. Besides, RPA helps free employees from boring tasks and save time on more important and creative tasks. It is estimated that the akaBot solution has reduced the workload of the Customer Service department by 30%. Overtime is becoming less common, helping banks save costs and improve employee satisfaction.
With the advantage of digitization technology, Mr. Dung also commented on the explosion of application of automation solutions thanks to obvious efficiency and results, and in the near future will push to super-automation level. Hyperautomation, specifically, systems that self-assess, interact, and make decisions without human intervention.
Renovating operation processes and improving services on a digitized platform are HDBank’s efforts to make a difference in recent years with the goal of serving and giving customers the best experiences, to Customers are assured and satisfied with service quality, thereby achieving the strategic goal of Happy Digital Bank that the bank is pursuing.
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