After 12 years of establishment and development (1998 -2010) MHB have made massive progresses include expanding network up to 220 POS (Point of Sale) nationwide with customers’ service hotline, 3 million dollar investment for management software.
“More than ever, banks in Vietnam must change to improve their service quality” said by Mr. Bui Thanh Hung-Deputy General Director of Mekong Housing Bank (MHB).
There are more than 100 different banks, in which many foreign banks have operated officially in Vietnam. That will increase competitiveness in Vietnam’s financial market; so customers have more preferential rights and different choices.
So, MHB signed 3 million dollar contract with Polaris Software Ltd – an India company that specially provides Banking Solutions. MHB determined to innovate in technological surely from this contracts.
Polaris Software has responsible to built “Core banking management software” specifically for MHB. This system which built on customer- centered, must have met all banking business sector as CIF (Customer Information File), Information Management, Electronic Banking, Internet Banking and Trade Finance, etc…
“MHB has applied modern technology to serve customers needed in the financial sector on the world when uses Core Banking” said by Mr. Hung. MHB has sent more 100 staffs to India for training and approaching to new technologies. After two years of preparation and implement, MHB Core Banking system had operated on 1/2/2010 and make massive changes in increasing transaction and improving management.
Core banking system helps customers who just need only one CIF, can make any transactions at any nationwide MHB’s POS. With a Customer Information System is shared across MHB network, customers only need to open an account in one MHB’s POS, then they can make any transaction at any MHB’s POS across country. Security and safety of customer information is optimized. Modern information management is the basis for diversifying banking products to meet the financial needs of customers, also helps to develop customer services like Internet Banking, SMS Banking.
Mr. Hung mentioned about technology is only really meaningful when the bank knows to exploit it is advantage. In the past two years, MHB have changes in policies of human resource to revitalize current staffs, attracting human resources who have trained from abroad. More than hundred of staffs at MHB have been sent to foreign banks for training, gaining more experience and approaching to new technology.
“More than anyone, staff who have trained from abroad, will be core factor to retrain current staffs. Until 2009, MHB has 10% of employees with master’s degree, 80% with bachelor‘s degree and 10% with college and intermediate level. The internal training and cooperate with professional training institution under sponsor of foreign organizations like SECO and ATTF have been holding annually” said by Mr. Hung.
Beside apply of advanced technology in management, MHB has developed and applied the 10K which is standard of customer service. MHB is one of five state commercial banks established the Call Center for customer service. This center is connected directly to the 220 POS with a private line to help MHB addressed immediately all customer’s requirements without any charge.
“In an intensely competitive market today, MHB has redefined the banking services: Banking is not only providing traditional financial services, they must provide attentive service, convenience and fairness to customers” said by Mr. Bui Thanh Hung-Deputy General Director of Mekong Housing Bank.