PJBot
If there’s one statement that defines SCB’s attitude, it will be customer orientation. Every investment, change or decision is questioned: “How does it support our customers?”. At SCB, customer-oriented thinking is the top priority for every employee.
This attitude naturally also applies to internal customers, for whom the IT department provides services. Colleagues are only a click away via the network. Nevertheless, competent IT support on site and in remote offices is limited by remote maintenance, case diagnosis and travel times.
SCB decided to improve in these specific areas. The “Improving IT Support” project began with two important requirements:
SCB was founded in 1992 after more than 27 years of activity and is today one of the 5 largest commercial equity banks in Vietnam with a balance sheet totaling more than VND 498.5 billion and a share capital of more than VND 15.231 billion (as at 30) / 11/2018. The network comprises 28 provinces / cities in important economic regions of the country with more than 6,500 employees. With a strong financial potential, a fast growth rate, a modern technology base, a diversified product portfolio and a continuous improvement of service quality, SCB aims to become the leading retail bank in Vietnam.
finance, retail
~6500
Microsoft Kaizala, Microsoft SharePoint
employees satisfaction, improved collaboration, improved communication, reduced administration
improved IT support
Before there were several potential areas needed improvement. First of all, the front-line staff lacked the tools to send direct service requests. Overall, it did not make sense to the staff to create tickets – it wasn’t convenient at all. Second of all, there was no forum or audience for employees to comment on and send feedback to internal services. Last but not least, there were no channels to guide employees, publish IT announcements promptly or interact directly between support staff and front-line staff.
After a short pilot phase and the integration of all participants into the Kaizala environment, the advantages became increasingly obvious. More than 200 front-line business units are now connected to the head office staff. Today, it is easier than ever for employees to create tickets, give feedback and comment on internal IT services. If necessary, employees can easily track the status of support requests and request a timely response.
Overall communication and collaboration between all stakeholders have improved, which has a positive impact on employee satisfaction.
Fresh from the start SCB, Microsoft and xtechs set off to make this idea a reality .
Overall, a simple approach that is also a secured, compliant and even convenient solution based on best practices and positive user experience. A KIS solution: Keep It Simple.
After completion, the most important areas of improvement is apparent:
Bottom line: a solution, which exceeded SCB’s requirements and added additional benefit for day by day use.
xtechs always offers SCB a complete and timely support
— Le Thi Bich Thao
Saigon Joint Stock Commercial Bank (SCB)
