Techcombank
Experience Diagnosis for Household Merchants
The challenge
Techcombank, Vietnam’s 4th largest bank, is aiming to be the bank of choice for SMEs. However, due to cultural nuances in customer behaviour, many SMEs choose to manage their businesses using personal banking solutions. This reduces the ability for Techcombank to provide the best possible experience.
What we did
In-market contextual interviews revealed the reality of managing an SME in Vietnam. In-depth competitor analysis was also completed to understand how the SME market was currently being served. Specific and unique challenges were identified to address.
The results
Digital tools such as cash flow management and tax submission have been implemented. Techcombank has since increased the balance of SME accounts by 27%.
