DIGI-TEXX is proud to announce that we are joining ITU Digital World 2021 Virtual Exhibition as one of the most prestigious Digital Transformation solution providers in Vietnam. This event is co-hosted by the government of Vietnam and the International Telecommunication Union (ITU).
ITU Digital World is an annual global event, where telecommunications and IT businesses around the world focus on introducing their advanced products, services, and technology solutions. The Ministerial Forum, seminars within the framework of the event will discuss development trends, management policies, and technology solutions to promote the digital economy and digital society.
At the opening ceremony for ITU Digital World 2021 on 12 October, the host country’s Prime Minister, Pham Minh Chinh, said “As the world is still severely affected by the COVID-19 pandemic, digital technologies and services have proven their superiority when it comes to flexibility and creating a conducive environment for ideas and initiatives to overcome challenges, safely adapt to the pandemic, and engage in sustainable economic recovery and growth.” He also added that the Government of Vietnam considers the digital and data infrastructure, alongside its national digital platforms, to be a key factor in line with sustainable development.
Ready to share your business challenges? Talk to DIGI-TEXX and get a free consultation NOW!
In the ITU Digital World’s exhibition, organizations and businesses demonstrate 2D and 3D online booths, display their products, services, and digital solutions. The booths will be maintained for one month from October 12 to November 12, 2021. The online exhibition is an opportunity for Vietnamese businesses to promote their brands, expand markets, and approach customers and partners from ITU’s 193 member countries.
Come visit DIGI-TEXX’s 3D booth to speed up your Digital Transformation journey with our services and solutions, as well as to know more about ourbusiness principles, success stories, corporate culture, and people at DIGI-TEXX. Visitors can also interact directly with DIGI-TEXX representatives through the Live Guided Tour function.
A vast majority of financial institutions are investing heavily in digital transformation, stimulated by the aim of lowering operational costs, increasing customer engagement, and reducing the threat of new fintech players coming to market. They are also driven by the growing demands of tech-savvy consumers, who expect seamless and flexible digital experiences through multiple touchpoints.
See our Digital Transformation Solution for Financial Sector
The onboarding process is the initial impression that customers have with a financial organization. The efficient way to onboard new customers sets the tone for their long-lasting relationship with financial service providers. Research of 4000 financial customers from Signicat showed that onboarding is one of the most decisive areas where providers are failing. More than 39% of abandonments were due to the laborious process and lengthy time taken. In addition, the pandemic has changed a desire into a requirement for digital services with 68% of respondents expecting to move to an entirely online onboarding process. Needless to say, digital onboarding is critically essential for financial institutions in the growing competition for customer’s business. A seamless digital onboarding process will add more business value and satisfaction than just simple cost savings.
What is the Digital Customer Onboarding Process with eKYC?
Digital Onboarding is an online or remote process whereby an individual signs up to a company or institutional service by any digital device in order to later access its products or services. The process is done through an online form filled up with personal data, and if required, biometric information such as a face scan or fingerprint without physically handing over any documents. With a completely digitized process, individuals are free to begin their register anywhere at any time, instead of going to branches and queuing up for their turns.
Identity verification is a crucial part of completing the onboarding process, which is more challenging without human intervention. The digital onboarding process is closely associated with electronic Know Your Customer (eKYC) to ensure that financial institutions can easily and securely identify their potential customers. A properly designed digital onboarding process with eKYC can increase customer acquisition, satisfaction, reduce operational cost, fraud risks, and eventually, bring a greater bottom-line for financial institutions.
Check out a real success story of the Digital Customer Onboarding Process with eKYC
The Importances and Advantages of Digital Onboarding
Customer behavior has changed rapidly in recent years due to the pandemic and the wave of digital transformation in all industries. Thanks to the Internet and social media, customers are increasingly connected and demanding. They are knowledgeable and prefer simple, fast, and user-friendly solutions. This forces financial institutions to shift their perspective on digital offerings that fuel the growth of their business and brands. According to Forbes, financial institutions invested heavily in digital account opening which made it the most popular technology for three sequent years. Around 80% of them built new digital account opening systems or planned to improve their existing ones in 2020.
Customers now are real independent value creators and well aware of many competing alternatives. Obviously, if a financial service provider cannot deliver a fast and seamless onboarding experience, customers will find its competitors. Over 64% of banks reported lost revenue due to their legacy and time-consuming onboarding processes, according to Forrester. Another research from McKinsey showed that increasing customer satisfaction by 20% through digital onboarding, can boost revenue by 15% and lower the operation cost by as much as 20%.
Discover the key solutions for the Financial sector during the wave of Digital Transformation
Undeniably, a successful end-to-end digital onboarding process brings various long-term benefits, both for customers and financial institutions. Understanding the potential opportunities of adopting digital onboarding is imperative for financial service providers looking to make the leap into providing completely digital offerings. Here are some significant advantages of digital onboarding:
1. Improve Customer Experience and Centricity Building a long-lasting relationship with customers is no longer a mission of customer service, it’s all about customer experience. Placing customers at the center to focus is the viable way to develop a business and increase customer experience. An effective digital onboarding should be built around customers and their preferences to create a simple and personalized experience, and ultimately, customers are happy and interested in signing up for further services in the future.
2 . Fast Onboarding Consumers nowadays expect to access financial services instantly and conveniently. Tedious onboarding processes with vast amounts of personal information, documentation, and time-consuming verification steps can ultimately scare customers away. Digital onboarding allows customers to start and finish the entire onboarding process in minutes regardless of what channels they chose.
3 . Simplicity Online onboarding creates a straightforward and customer-friendly approach. Following the instruction video with simple steps, any individual with a digital device can operate the online onboarding procedure by interacting with the website or application on his own.
4 . Robust Security Digital onboarding with advanced ID verification and authentication methods ensures that stringent security is maintained. The biometric markers can cross-reference multiple data points by combining ID document verification with distinguishing biological traits. Besides, the ID verification process flags abnormalities in customer’s identity like out-of-date or mismatched information. Therefore, it supports financial institutions in increasing system security, minimizing online fraud, while maintaining customers’ trust.
5 . Enhance productivity The digital onboarding process eases the burden of the operation team by delegating much paperwork to be automated by virtual systems. Most repetitive tasks and approvals can be completed and validated in a fraction of time. As a result, data errors, internal handling effort and time are all eliminated.
Given most customers are now moving to online channels faster than they did in the past. The traditional ‘customer loyalty’ would now be influenced by personalization and customization provided through digital offerings. Digital onboarding and eKYC can be combined to redefine the onboarding journey, making financial institutions more personalized across customer’s devices. It promises much more long-term benefits such as cost reduction, abandonment rate decrease, compliance management, and customer satisfaction improvement; thus helping boost the business’s bottom line.
With strong expertise in Digital Transformation for the Financial Sector, DIGI-TEXX offers a fully-customizable Digital Onboarding solution which can verify and authorize customer’s identity in a matter of seconds. It helps financial institutions to maintain high operation standards, reduce the abandonment rate at the very first stage, and improve users’ experience and conversion rate.
Share us your challenges and book a free digital onboarding consultation to hear how we can help you onboard clients seamlessly.
Is outsourcing customer service suitable for your business? Before choosing the appropriate partner, here are the main advantages for you to consider.
Obviously, every business wants its customers to stay happy and fulfilled when leaving each interaction. Good customer service is a wide-reaching and long-lasting strategy for any business. Since the better the customer’s experience, the more likely they are to return for more and become loyal customers. However, setting up and operating an in-house customer service department may take time and require a large investment in resources, software, and hardware. Besides, providing round-a-clock and multichannel support to customers across the globe is burdensome and challenging to companies.
A company’s decision to outsource customer service may be influenced by a number of variables. It might be a new firm with limited resources and money; or, it could be that their complex work arrangement currently prevents them from focusing on their business core aspects.
Here are some cases where outsourcing customer service makes sense to a business.
When the strategic business direction is uncertain
Outsourcing customer service may help a company retain timely, high-quality service while working out its long-term path when it is experiencing rapid growth or substantial change.
It is preferable if the company has a clear knowledge of their customer service team’s output and recognizes that certain work may be done by professionals outside the company. This is when outsourcing customer service should be considered.
When a company wants to instantly expand (or reduce) its customer service coverage
Customer service volume can fluctuate dramatically throughout the year for businesses with seasonal cycles such as E-commerce. If they want to conduct the hiring process by themselves, it might take months to locate candidates, hold interviews, and onboard employees.
Outsourced agents allow businesses to quickly scale their team size up and down as needed, without having to over-hire or release staff when the lines are quiet. Outsourced agents are re-assigned to different clients rather than being short-term employees for a single client, which enables them to obtain many customer insights; enhance their domain knowledge, practical experience, and working efficiency.
Is your business meeting any challenges? You can share with us here
Opening a new business is a difficult task, and it is critical to get all of the pieces in place for the venture to succeed.
A startup business tends to exhaust its in-house staff by assigning multitasking to each and every one. This makes their employees fail to really focus on their main responsibilities. Not only is productivity reduced, but it also causes a loss of focus on their expertise.
Customer service outsourcing allows startups to concentrate on their key aspects of keeping a well-oiled business. These core functions include, but may not be limited to production, sales, and distribution.
Customer service is one of the most essential parts of a business at this time since it establishes a solid foundation and produces a lasting reputation. As a result, a customer care staff is required. Though it is preferable if the team is part of the company, outsourcing is a viable solution.
2. What are the key benefits of outsourcing customer service?
Under any circumstances, outsourcing customer service might be the most suitable solution that organizations could adopt and tailor to their own support needs and strategies.
24/7 Customer Support
In the digital age, customers expect instant responses to their queries. Round-the-clock service increases customer satisfaction rates by ensuring that customers are well served even after business hours. Shifting the burden of after-hour support to professional agents who provide “follow-the-sun” service to receive and manage business calls at any time, from anywhere, including weekends and holidays. Besides, 24/7 support availability is no longer an obstacle to global businesses as it unlocks the possibility of reaching worldwide audiences conveniently.
Flexibility and Scalability
Outsourcing is not always about cost-cutting or reducing assistance. Instead, it is a method for businesses to gain the flexibility to quickly enhance their capacity when they need it, without having to commit to recruiting full-time workers, which may take at least a few weeks.
Looking for an outsourcing partner with this flexibility and scalability?
With the in-house workforce, businesses might need to spend months or years on training to achieve their desired quality standard staff. However, by outsourcing, businesses will gain a responsive, specialized workforce with the only goal of providing excellent customer service to their valued customers. The outsourced agents offer tested-and-proven processes and have already gained extensive experience for business’ advantages. This is the Return on Investment (ROI) which is highly essential for long-term success
Having an in-house customer service team requires full salary payment, as well as additional costs of taxes, health insurance, employee benefits, and administration. Businesses may ease the weight of technical expenses and lower total IT costs by outsourcing to a qualified partner.
Customer Satisfaction Increase
The overall performance of the provided customer service will have a direct impact on the number of returning customers. Simply put, outsourcing customer service remarkably enhances the customer experience for business sales.
Increased availability is one of the standout features as customers will have access to assistance 24 hours a day, 365 days a year. The choice of confiding customer service to skilled experts allows customers to leave each interaction with positive impressions and happiness. They feel more valued and fulfilled. An outsourcing company can improve the response time in a matter of minutes and decrease call abandonment. The overall performance of the provided customer service is accurately represented by the number of returning customers. Simply put, outsourcing customer service remarkably enhances the customer experience for business sales and stays ahead of the competition.
WDIGI-TEXX is a German IT-BPO company headquartered in Ho Chi Minh City, Vietnam since 2002, with a total of 3 other branches in Ho Chi Minh City & Can Tho City, Vietnam, 1 office in Fukouka, Japan.
We have been consistently providing Outsourcing Customer Service to international clients in fluent Vietnamese, Chinese, Japanese, and English for many industries, such as E-commerce and trading platforms.
Our 1000+ employees work 24/7 to guarantee service delivery excellence while ensuring compliance with industry-followed quality and security standards.
According to Economic Times, the pandemic has radically reshaped every aspect of people’s daily habits due to extraordinary conditions and safety regulations. New priorities, concerns, and preferences have dramatically changed consumer sentiment and behavior in financial services. A BCG reportindicates that consumers nowadays have become more demanding of digital experiences with the rise of online banking use by 23% and mobile banking use by 30%.
To see how the Banking sector transforms into a Digital Model
As stated by Deloitte, the bank of the future needs to transform boldly by embracing emerging technology, grasping open banking models, and adopting the customer-centric approach in every digital strategy. Amid the wave of financial technology (FinTech), the competition of attracting and acquiring new customers has never been higher. A new solution called electronic Know Your Customer (eKYC) for opening accounts provides customers with a seamless onboard experience and reduces paper-based procedures. This is the very first step of developing digital banking in this ever-changing environment to continue staying ahead.
Let’s start with a definition of eKYC for Banking and how it accelerates the onboarding process in 2021.
What is eKYC?
eKYC is an evolution of the current Know-Your-Customer (KYC) procedure, which essentially relies on physical copies of original papers to identify and verify a customer’s identity. This is a remote, paperless verification method that minimizes the costs, assesses risks, and detects frauds in online transactions, including account opening, loan, and payment registration.
As per the Prevention of Money-Laundering Act, 2002 and Prevention of Money-Laundering (Maintenance of Records) Rules 2005, banks have to collect personal information before performing any financial transactions. To prevent money laundering, terrorist funding, and financial mismanagement, eKYC involves the electronic submission of identity evidence, address proof, and other biometric information. With eKYC, bank account opening and customer onboarding are much easier, as customers do not need to go to branches or wait weeks for identity verification.
Importance of eKYC in the digital onboarding process
Previously, face-to-face meetings were required for opening bank accounts (customer onboarding). Not only does this consume a significant amount of time, require a lot of manpower, it also lowers the level of customer satisfaction. Therefore, an onboarding process with less human contact on multiple digital channels by eKYC is a revolution. With the advances of new technologies (AI, digital systems, mobile applications, etc.), banks and other financial services companies can now boost efficiency in business processes, avoid security risks and, eventually, stay ahead of the fierce competition.
The eKYC procedure helps banks identify customers to ensure that they are eligible for the services/products without face-to-face interactions. The identification and verification of the client’s identity occur immediately, helping banks to increase their conversion rate and offer a seamless experience to their customers. Weeks needed for its completion become hours, thus vastly improving the customer onboarding process.
Benefits of eKYC in the digital onboarding process for banks
1. Improve Customer Experience & Onboarding
Customers are now comfortable using online channels. They are mostly influenced by personalization and customization provided through digital offerings. According to the Signicat Report (2020), onboarding is one of the most crucial areas where providers are failing. The report also shows that 68% of consumers expect 100% digital onboarding due to the unprecedented nature of COVID-19. The digital onboarding process with eKYC refrains customers from entering their information multiple times. Regardless of what channels they choose via mobile app or website from starting to provide personally identifiable information (PII) to finishing applications at their own convenience. Customers are offered a radically simple, fast, and seamless onboarding experience.
2. Significant Operational Efficiencies
Apart from creating a customer-centric experience, applying eKYC in digital onboarding also helps banks to improve operational efficiency. It allows banks to standardize and automate technology, procedures, data, and organizational models. Moreover, banks can also decrease redundancy and wasteful procedures through rationalizing systems and synchronizing processes across departments.
Banks can expect to avoid repeating onboarding processes and evaluations when they use an e-KYC tool. As a result, time-to-revenue is significantly faster, overheads are cheaper, and customers are less likely to abandon the applications.
eKYC is a paperless solution that eliminates the need for paper documents. By being environmentally friendly and employing a cloud-based internet system, banks may decrease their carbon footprint. Not only does going paperless help preserve the environment, but it also helps cut down on the expenses of standard KYC compliance.
Moreover, the eKYC system aids in the security of client data and the prevention of missing papers. It saves banks from being overwhelmed with records and paperwork which are stored traditionally.
4. Prevent Fraud Risk
Customer onboarding is the beginning of a customer’s relationship with banks. The onboarding process is an essential part of the Fraud Risk Management Program as it verifies that people are who they say they are. eKYC verification using biometric markers can cross-reference multiple data points by combining ID document verification with distinguishing biological traits. Besides, the ID verification process flags abnormalities in customer’s identity like out-of-date or mismatched information. Therefore, it supports banks in increasing system security, minimizing online fraud, while maintaining customers’ trust.
With strong expertise in intelligent Documents and Data Processing for Banks, DIGI-TEXX support customers by providing a solution that shortens processing time, bring a new experience to potential customers, and motivates insurance sales agents.
eKYC enalbles banks to deliver a seamless client onboarding process that complies with KYC standards while reducing fraud risk.
In a couple of seconds, our solutions offers the following:
• Auto extract data from the insured’s identity documents (ID card, birth, certificate, etc..) • Auto verify the extracted data against their declared information • Auto transfer the verified results to the insurance company to coutinue the approval process
In response to the dynamic and unprecedented nature of Covid-19, DIGI-TEXX is determined to put the safety and wellbeing of our employees, and the Client’s business continuity plan as our top priorities. We have finished the initial vaccination for all employees, work-from-home setup, and weekly onsite testing. We remain prudent in our planning to make sure every member is on the same page in terms of awareness, preparation, execution, and communication. This unity has enabled us to consistently maintain our service quality, productivity, and overall business at a high level, even during the most challenging times.
Mr. Frank Schellenberg – CEO said, “In recent weeks, I’ve been inspired by the dedication, selflessness, and resilience seen across all DIGI-TEXX departments. We have seamlessly coordinated in the preparatory work (facilities, legal, and administration) to actively prevent and control the infectious situation. It has been notable to witness the efforts and quick responsiveness of our entire teams contributing to the organizational stability. Once again, my most sincere thanks to all parts of our business, for setting excellent examples of dedication, flexibility, and professionalism. Let’s stay safe and take good care of yourselves and your families!”
Reaching new customers through online media is a crucial technique to retain sales during the ongoing pandemic. The main challenge is how to manage the provided information from customers in both an accurate and confidential manner, as well as how to proceed rapidly to the contract signing stage.
As soon as a new customer’s information is received, the system extracts data from identity documents, compares it to the declared information, and delivers the matching results straight to our client’s system. This crucial step assists the clients in making a choice to supply services and products more rapidly.
Historical records are a rich source of information that provides insight into various historical periods. A smart solution is needed to maintain this valuable resource to minimize text fading due to time, force majeure events such as fire and explosion, and to make searching simpler.
DIGI-TEXX has more than 18 years of experience digitizing and preserving historical documents, including different types of old printed and handwritten characters of 30 languages from the 14th century. Contact us for further advice.
The growing COVID-19 has once again disrupted company activities. In compliance with Government’s Directive 16 issued in Vietnam, many businesses are obliged to instruct employees to work from home. The issue is how to move paper records across departments without taking too much time and effort in searching documents. And also to easily access or quickly share with others in remote working.
DIGI-TEXX assists companies in resolving this issue. With data scanning and automated extraction from images and hard copies into a digital format, your employees will be able to access documents at home. This allows internal departments to share and coordinate securely and conveniently. Please contact us to request a demo.
The health and safety of people in DIGI-TEXX always remain our foremost priority. With the sincere supports from city authorities, extensive and quick organizing from QTSC and local doctors and nurses, the on-site vaccination for our employees is successful.
Besides, DIGI-TEXX keeps implementing the WFH plan and the 5K formula (i.e. wearing masks, disinfection, safe distance, no gathering, medical declaration) to actively prevent and control the infectious situation.
The priority of vaccination allows businesses operating at Quang Trung Software City in general and FDI enterprises in particular to work and operate safely. We hope this practical action will contribute to promoting social normalization and defeating the pandemic.
Excellent and professional customer care is a vital factor in any organization’s success. If companies are not taking care of their customers, competitors will. Customer care requires round-the-clock support, at any time, anywhere, on any device. This may cost organizations large investments in time, resources, hardware and software, and DIGI-TEXX is pleased to be of assistance.
DIGI-TEXX provides Customer Service for E-commerce Platform, which fully manages Published Content on the platform, Users Management and Voice & Non-Voice Customer Support.
Our team of professionals will satisfy your end customers by delivering 24/7 support in multi-languages (Japanese, Vietnamese, Chinese, German, etc.)