BIDV Nghe An: Pioneer in developing customer service

Promoting service development is a goal, mandatory requirement and inevitable requirement for safe and effective development in banking business strategy. Service developmentnot only meets the diverse product and service needs of customers, but also complies with the Government's requirements for the banking system in Decision No. 1058-QD-TTg dated July 19, 2017 on the project to restructure credit institutions associated with bad debt settlement in the period 2016 - 2020, requiring commercial banks to "strive to double the proportion of income from non-credit activities in the total income of commercial banks by 2020".

Transaction at BIDV Nghe An Branch. Photo: Tran Chau

At BIDV Nghe An, with a history of 61 years of establishment and development, pure service revenue has always been a strength in business activities. Accounting for 18 - 20% of revenue, with many products favored by customers, BIDV Nghe An's service revenue activities have been, are and will be following the right direction of the system in particular and the whole industry in general.

Banking products and services are a set of characteristics, features, and functions created by banks to satisfy certain needs and desires of customers in the financial market.

Previously, BIDV's traditional products and services, including guarantees and payment services, had a solid foundation and reputation with partners.

Along with the trend of the 4.0 industrial revolution, BIDV's modern products and services have been born to suit the needs of customers, creating a ripple effect. BIDV's products and services are considered superior in the banking market such as debit cards, credit cards, BSMS, BIDV smartbanking, BIDV online, online bill payment, BIDV metlife... Depending on age, profession, interests... customers can choose BIDV's products that are suitable for themselves.

BIDV international credit card. Photo: BIDV

Ms. Le Kieu Trang - an accountant at a company shared: Due to my busy work, I had to work on Saturdays and Sundays, so I didn't have time to pay my electricity and water bills. There was a power outage because I forgot the payment schedule. After being advised by BIDV Nghe An Bank staff to use BIDV smartbanking products, I am now completely proactive in paying bills and shopping online. I am very satisfied when using BIDV's e-banking, this product helps me save time and money with a very low product usage fee."

Mr. Nguyen Van Truong - owner of a tourism business who is a customer of BIDV Nghe An also said: “Due to the nature of my job, I have to travel domestically and internationally frequently, and I cannot carry too much cash with me. BIDV's credit card product has helped me solve many problems. I do not need to prepare a large amount of cash before a trip, but can completely rest assured to spend within the limit approved by the bank. At the end of the trip, I will pay back the total amount spent. During the process of spending by card, I have saved a lot of money when booking hotels, air tickets, eating, buying electronics, etc. thanks to BIDV's regular and continuous preferential policies."

International debit card. Photo: BIDV

BIDV's products and services are simple, easy to use, highly functional and effective. BIDV is honored to receive the award for the second consecutive time "Bank with unique and innovative products and services in 2017 with BIDV Smartbanking product", "Bank with the largest credit card sales in the mass customer segment", Bank with the most effective credit card operation (VISA), Bank with the highest e-commerce transaction sales (Mastercard).In addition to supporting customers in making transactions, BIDV's products and services contribute to reducing operational activities of related industries such as electricity, water, road toll collection, State budget collection, etc., saving resources and costs.

In recent years, BIDV Nghe An has drastically and synchronously implemented many measures and solutions to promote service collection activities: Changing thinking and awareness in service collection activities, pricing policies, IT processes and applications, sales activities, training and staff policies.

In particular, in 2018, to create a movement for staff to study, grasp and improve their understanding of all products and services, BIDV launched the BIDV Service Competition 2018, held throughout the system. This is an attractive playground to promote the sale of products and services, aiming at service collection as one of the core activities of the bank.

With the advantage of over 110,000 customers, the branch regularly reviews the average product and service usage rate per customer to increase cross-selling. The average product usage frequency per customer has improved over the years, in 2015 it was 2.5 products/customer, increased to 4 products/customer in 2017. The scale of net service revenue has grown over the years, in 2007 the scale was only 8 billion VND, by December 31, 2017 it reached 68 billion VND. The number of ATM cards reached 77,000 cards, the number of customers using IBMB reached 21,000 customers, POS sales reached 146 billion VND, the number of customers using BSMS reached 62,000 customers, the number of customers using online bill payment was 10,000 customers... BIDV Nghe An has become a bright spot in the system's service revenue activities.

In the coming time, with the advantage of facilities and professional human resources, BIDV Nghe An is confident that it will develop higher and further in service collection activities, contributing to the efficiency of the entire banking industry in the area, accompanying customers anytime, anywhere according to the motto: "Sharing opportunities, successful cooperation".