Vietnam’s premier private bank’s journey to award-winning retail and business banking
Techcombank, Vietnam’s fifth-largest private bank by assets, is redefining banking with a digital-first approach. Serving over 10 million customers, the bank focuses on personalized, seamless experiences. Through a customer-first digital transformation, Techcombank is setting new standards for innovation in Vietnam’s dynamic banking sector.
15.4 million
customers
$36.8bn
in total assets
Hanoi, Vietnam
houses the headquarters
Goals & challenges
Despite having a clear vision and understanding of the necessary strategies to progress, the bank's outdated systems did not support the agility needed to adapt quickly to industry advancements. The bank's legacy systems couldn't support the scalability needed to handle the increasing customer base and their diverse interactions. To address this, Techcombank needed a platform that could manage backend complexities, provide channel context, and operate as a robust engine for innovation.
Solution
Techcombank chose Backbase to transform both retail and business banking. For retail, AI-powered personal finance tools and a fully digital onboarding journey enhanced engagement and ease of use. In business banking, advanced self-service capabilities, streamlined loan management, and digital-first banking experiences empowered businesses with greater control, faster processes, and a seamless user experience.
Results
By leveraging a unified engagement banking strategy, Techcombank has achieved outstanding results across both retail and business banking, driving rapid growth, customer satisfaction, and digital innovation at scale.
1.9M
new-to-bank retail customers acquired solely digitally in 2024
50%
total savings from digital in retail banking
51,1%
growth of retail e-banking transaction volume
5 days
to launch new feature weekly for retail banking
6 months
to launch business banking by re-using journeys from retail banking
24,878
new-to-bank corporate customers acquired in 2024
We sought a platform that would enable us to be truly innovative and responsive to our customers' needs. Backbase provides the ideal balance of out-of-the-box functionality and customization options. We can leverage existing capabilities while also adapting the platform to create unique solutions. This flexibility, combined with our strong partnership with Backbase, allows us to constantly evolve and deliver cutting-edge banking experiences.
Pranav Seth
Chief Digital Officer of Techcombank
