Tài liệu Banking services

BANKING SERVICES
In 2010, Techcombank implemented the following main groups of tasks, which
belong to a logical operational structure, to enhance services for individual customers:
Sound strategic
Personal Financial Services value proposition direction,


ã Because of the focus on mass affluent and affluent customer segments, there are professional and
two factors that are defined to increase the number of customers and enhance customer-centric
their bond with the Bank, Convenience and Quality Service. staff were key


success factors of
Personal Financial Services – Techcombank Techcombank PFS
in 2010.
Convenience Quality Service


ã A widespread and convenient ã Simplified and quick processes and
branch and ATM network with procedures for account opening, savings
transaction locations available deposit, and personal loans.
within a 1km radius in key Diversify user-friendly
ã Diversified user-friendly channels to
business areas. channels to provide
provide 24/7 services: internet banking, 24/7 services: internet
The strategic direction ã Transaction and distribution mobile banking, 24/7 Call center . banking, mobile banking,
functions available in all 24/7 Call center .
of Techcombank in the channels. ã Specialized distribution channel system.
retail banking market ã Door-to-door services for ã Value-added facilities for customers using
Techcombank services.
is to become a leading Priority Banking customers 24/7
bank in Vietnam in the Personal Financial Services
mass affluent and affluent
With a strategic direction to become a leading retail bank in Development of service models for each customer segment
customer segments. Vietnam, in 2010, Techcombank focused on completing the
foundation of personal financial services with the establishment Based on market research, Techcombank has divided retail customers into two segments,
and specialization in terms of functions and responsibilities of Affluent and Mass affluent, with different service models:
each unit, enabling them to better grasp business opportunities
and fulfill customer’s demands.
Affluent customers Mass Affluent customers
In 2010, 500,000 new individual customers chose to use
our banking services, thus bringing the number of individual Priority Banking Accessible services
customers to 1.3 million, an important milestone in the Retail
ã Specialized services available ã Convenience in terms of network and
Banking development direction of Techcombank.
anytime and anywhere provided transaction channels.
2010: ENHANCING THE BOND WITH CUSTOMERS served by senior priority RM. ã Reliable and professional service with


Techcombank established the Personal Financial Services ã Appropriate benefits and added simple and quick procedures.
Division based on 2 operations which are both specialized value responsive to customer ã Diverse, comprehensive, user-friendly,
and linked with each other, namely product development and demands. appropriate products and services.


business development. This segmentation aims to separate
product R&D from business operations in a professional
manner, while still facilitating the cooperation and support
between the two operations in order to provide customers with
the best products and services.


Annual Report 2010 34 Annual Report 2010 35