BANK CARD SERVICES E-COMMERCE AT TECHCOMBANK XXI century is considered as the explosion of the information technology industry The development of information technology, especially the advent of the Internet has brought a new and effective goods and services business method To date, the term "electronic commerce" has not become strange to most people around the world Electronic Banking with many Vietnam advanced features has met the needs of modern life and has become more and more popular in Vietnam The application of ecommerce activity has created a major breakthrough in the field of economics Whether developing countries, the level of information technology is not high but Vietnam has recognized the importance and necessity of this type of service With this trend, Vietnamese banks increasingly focus on technology investment, development utilities; bringing electronic banking comes to life, to conquer the huge potential of the market In commercial banks, Techcombank can be considered as the first bank in ebanking development The project "Development of ecommerce for F@st - eCOM" of Techcombank has began to be deployed from May 2007, with the goal of developing alternative trading channels to diversify the products and customers services and provide all the basic products and services of the bank for customers in the shortest possible time, thereby improving the quality of customer service With the goal of increasing the number of issued cards, as well as increasing profitability for the Bank, Sales Department – under the Card Development Centre we would like to give a "Plan for ICT application to enhance the performance of the Department in particular, and Techcombank in general in year period from 2014 to 2019 which is the immediate action program in one year from 6/2014 to 6/2015 It is the development of electronic commerce in cards selling services at Sales Department - Card Development Centre Introduction about Sales Department - Card Development Centre Techcombank 1.1 Vietnam Technological and Commercial Joint- stock Bank - Techcombank Vietnam Technological and Commercial Joint- stock Bank - Techcombank was established on September 27th, 1993 with the initial registered capital of VND 20 billion Through 20 years of operation, until now, Techcombank has total assets up to over VND 180 billion, becoming one of the largest joint-stock commercial banks in Vietnam With a network of over 360 branches and transaction offices in 44 provinces and cities nationwide, and has a staff of more than 7,800 people, Techcombank serves more than 2.3 million individual customers, 66,000 business customers In particular, Techcombank is the first and only one that is awarded as the leading bank in technology applications solutions by Financial Insights  Vision: Become the best bank and a leading business in Vietnam  Mission:  To be the preferred and most trusted financial partner of our customers, providing them with a full range of financial products and services through a personalized/customer centric relationship  To provide our employees with a great working environment where they have multiple opportunities to develop, contribute and build a successful career  To offer our shareholders superior long term returns by executing a fast growth strategy while enforcing rigorous corporate governance and risk management best practices according to international standard  Core value:  Customer first We treasure our customers and work hard to offer them the products and services that best meet their needs  Innovation We are good but can always be better therefore we never stop learning and improving  Team work We can achieve our goals by trusting our colleagues and collaborating to deliver the best to the bank  People development We develop our people to achieve their best potential and reward our best performers  Accountability When we commit to something, we whatever it takes to get things done 1.2 Sales Department - Card Development Centre Centre Structure Centre Director Card Development Department ATM Development Department Card sale department The mission of the Card Business office: - Looking for customers using cards - Customer Guide of procedures related to issuance, use, card complaints … - Preparation of documents and perform necessary procedures to serve according to customer needs - Establish procedures to monitor and supervise the implementation of customer contracts - Managing and storing customer information profile - Clue for customer care management after sale Staff at Card Sale Department: Division/people Sale Division Operation Division Each group has 01 team leader Number of group 3 No of sale employee 12 Each division has one head of division Business situation in sales division and targets set out in the next year  The total number of cards issued in the first months of 2014 is 1250 cards In average, each employee is issued 21 cards / month  The goal in year from May 6/2014 to 06/2015, the average number of cards applied for months of Employees: 50 cards / month  Target 01 staff / months: 30 cards / month  Target 01 team / month: 90 cards / month Preliminary process for supply credit card:  Step 01: Searching customers under different sources  Step 02: Collecting customer records  Step 03: Verifying customer profile and proposes income limit  Step 04: Transfer to operation division to issue cards Real situation of ICT in Card Sale Department Hardware: Currently each employee entering the probationary period at the Bank will be granted desktops, telephone, and equipped printers, copiers, scanners, projectors In the card printing room, there are printed batteries and devices supporting modern IT Software and business supporting applications Bank is probably the most used business software and business supporting application When installing user for personal computer of the staff, they are fully supported to install the software text editor (Word, Excel, Powpoint, Photoshop ), email management software (outlook 2007), the customer information management software, software speed records for approval, card check software… Information Technology Services During the work, all errors or issues need advice on information technology, staff can call to call IT for distance support Every month, the bank in general or card center in particular is maintained by maintenance crews for hardware and software support Therefore, the error occurs in the process of working always be overcome in time and rarely occurs over half a day Internal connection network (LAN, intranet, Internet) Besides using internal network (LAN, Intranet and Internet network) , all internal bank information, new policy information, products, material updates have been uploaded to the intranet for staff throughout the system that can be read, downloaded and managed effectively Internet is used to lookup customer information, information relating to competitors and the information required in the evaluation process customer records Frequency of email use Email is used continuously, due to the system should close all exchange rotation system outside the approved documents, the staff also work with each other directly through the mail and exchange issues needed media work or important information The use of websites and e-commerce Website is used to lookup more information concerning individuals as CIC, CIC business, businesses operations information, competitor information … E-commerce is used to sell the bank services such as card, account and credit When customers have demand, they will register on the website of Techcombank and download services For example, when choosing individual account opening registration, card issuance will go to the next page and fill out the required information at the most suitable transaction room/branches for customers After completing the registration, the system will inform: Successful registration! Thank you for registering the product services of Techcombank Within 03 working days, Techcombank will contact you to confirm the service needs of the customer and guide clients the next procedure All information related to online product using registration, please contact Telesales department 84-4-37301988 ext 8349 or e-mail address: tcb_support@techcombank.com.vn Besides, Internet Banking payment service is used commonly and satisfied by customers with fast speed, more utility in transactions, money transfers, savings, bill payment, insurance payments, phone recharge , and intelligent interface for ease of use Human Infrastructure: All human resources in the bank as well as departments of card center have the basic knowledge to use basic software, and are trained to use specialized software in the banking system Assess and compare with other departments within the unit or competitors Currently, banks have all card-issuing registration services on the bank website However, the process is the same and the processing time is approximately equal: Contents of steps Customers fill information Process division Process time Technology Centers 12 hours after receiving Filter and transfer Information Processing information 2h - 4h after technology information Division center transfers on website Process information information To receive and to contact Branch 6pm - 12pm after receiving customers to advise and information from collect records information processing Division So from the request of customers to receiving advice, minimum processing time is 24 hours, card issuance time and card is activated is at least days, depending on the time of document offer of customers After registration, the customer must wait 24 hours to be called and consulted by customers in term of information as well as guidance documents that should be provided for each type of card So if you plan to develop e-commerce systems in the bank card business is success, Techcombank will become the first bank in issuing cards to customers with extremely fast time, increase cards issuing productivity for sale staff, create convenience for busy customers who not have much time come directly to the branch / transaction room in the bank With this plan, the contents of steps and processing time as following: Contents of the steps Customers fill out Processing division Process time Customers information on the website and download necessary image files or scanned documents on the website To receive information, Technology center If the profile is uploaded in the verify information and 2nd to the 6th day, profile will be transfer information to a received in 2-4 hours of work processing division If the file is uploaded on the holidays, the system will receive Receive and evaluate Card business on the next working day 2h - 8h after technology center customer’s profiles and division transfer information and profiles propose to issue credit Implement card issuance Card center 24-48h after receiving the profile => So with this solution, the total time of receiving profile until give back card to customers, for debit cards, only takes working day, for credit card takes 1.5 - working days ICT application and development planning of sale department - Card Centre Based on applications planning in the ICT at card department  Goal in year from June/2014 to June/2015, the average number of cards per month applied for one month of Employees: 50 cards / month  Improve efficiency and productivity of sales employees, decrease labor costs while still increasing the number of cards issuance in the coming years  Using e-commerce to sell card products, especially a credit card is not high Processing time is slow, many steps leading low card issuance process for customers  Enhance the competitiveness of the banking system Plan contents  Identify deployment contents Currently, the website of Techcombank is pretty full when introducing news about product and present details about the products usage At the register, in addition to filled information, you need to add item for download documents (depending request of the profile when issuing each type of card) So that, when customers register card issuance through website system, just download the requested profile, the system will automatically send the information to the customer and records room of the cards business center Sale department bases on profile and lookup to verify the authenticity of documents, conducting card issuance Thus, customers only need to come to the center to submit the original profile and get card after working days  Identify the expected results With the usual procedure, when selling the card through Website, customers register information and after days to be contacted to assess the needs and collecting records From registration to finishing collection of the profile will take one week Then take another days for card issuance, total time to the customer if the card is registered on the Website is 10 days So every month, each employee only issue very little online registration cards If further development of E-commerce features in the sale of such cards, each Customer takes only days since registration until receiving the card, reducing times, thus raising the number of cards issuance thanks to online registration With time and enforce reduction utility of sales employee, the development of ecommerce has helped sale employees to achieve specific objectives in one year that issuing 50 cards / month / person At online services register, card issuance register (including cards), need additional information required for each type of card records With a credit card, maybe inform card limit information can be approved in about how, what should these records?  Listing the work checklist and human resource to implement Work checklist Implementation time Implementation human Restructuring contents on From Jan to May/2014 Card business department website cooperates with technology centre of Techcomank Install process of receiving From March to Testing department – information, profile of April/2014 Profile transfer department customers Install profile filter software From Feb to May/2014 IT centre cooperates with according to checklist Testing department – Profile transfer department Install software automatically converts documents to email of card employees right after From April to May/2014 IT centre cooperates card business department registration time of customer Testing, experience From May to June /2014 Card business department In the contents of website, Install profile filter software according to checklist, it must specify profile checklist according to each type of card : Type of card Required profile Debit Cards Personal profile of customers Credit Cards Personal profile of customers Collection profiles of customers Purpose profile of card using of customers Profile that needs to supply Documentary ( Image or scanned file) Personal profile: The path to the image file - ID/Passport - Residential document Collection profile: The path to the image file - Labor contract / appointment decision - months salary statement / salary factor decision Purpose profile: The path to the image file - Card issuance recommendations (including sufficient information about family income, main and sub income, card limitation needs Other documents: Customer’s profiles wants to have further supply The path to the image file The Action Plan: “Improving E-Commerce Applications in card business in period from 2015 to 2016” The overall objectives: - Wide application of IT in all departments, business centers, branches, transaction rooms has provided high efficiency in card sales work, expanding network of customers using bank cards - Adequate investment of IT infrastructure, ensuring IT application process of departments, branches and transaction rooms Continue to improve the operation quality of card profile filtering software, preliminary appraisal software of credit card limit, customer information management software - Content quality must be improved, providing full information, updates quickly, serve customers' needs Specific objectives by 2016: a In term of the technical infrastructure of IT: - Develop and complete information infrastructure to ensure the operation of information technology application in State agencies in the safe and effective network environment, creating development platform of electronic city b In term of e-commerce application in business in the department, branch/transaction room: - 100% of people know how to use the card issuance through website system - The profile processing software, evaluation software, records filtering software is deployed to each branch / transaction room as well as departments and centers; - 90% of the card records from the online card issuance register service - 100% of cards issued in the shortest time: working day - 100% of recruited business employees must be trained expertise in e-commerce business, understand how to handle online records and via specialized software Content of IT application planning – period 2015 - 2016 Invest in upgrading infrastructure - Keep fully equipped computer equipment for departments, branches and transaction rooms: Desktop computer, scanner, and copier to ensure each employee must have 01 internet connected computer right after being recruited 2 E-Commerce Application in the branches and transaction rooms - Allow installation of internet at branches and transaction rooms - Implement investment of specialized software: data integrated software, customer collection acquisition software from the website system - Should create a specialized team of 1-2 sales staff on website system, collect customer profiles registered on the website as quickly as possible Invest human resources to serve the E-commerce improving for cards business - Continue training, improving IT skills for all staff - Organizing training courses on specialized software using skills Solutions - Promote communication weekly - Establish IT inspection and control group to deploy, inspect, supervise and evaluate the performance of the departments in tem of the implementation of development plans in ecommerce business Building human resources organization: Establish an IT specialized team in each department, branch / transaction rooms; each room, department arranges 01-02 IT specialized employees; References: Slides of Management Information System Website of Techcombank https://www.techcombank.com.vn/ ...the development of electronic commerce in cards selling services at Sales Department - Card Development Centre Introduction about Sales Department - Card Development Centre Techcombank 1.1 Vietnam... Development Centre Centre Structure Centre Director Card Development Department ATM Development Department Card sale department The mission of the Card Business office: - Looking for customers... thanks to online registration With time and enforce reduction utility of sales employee, the development of ecommerce has helped sale employees to achieve specific objectives in one year that issuing