Saigon Securities Incorporation (SSI); transforming the customer experience with powerful CRM

Saigon Securities Incorporation (SSI) is a leading financial institution in Vietnam. With 22 years of experience in Vietnam’s financial market, SSI went from being the smallest privately licensed securities firm to one of the leading key players in financial services with the fastest growth rate. Now offering a broad range of financial products and services, the SSI network operates across most major Vietnamese cities including Hanoi, Ho Chi Minh City and Hai Phong.  

With a need to deliver personalized customer experiences, driven by real-time insights, SSI required a tailored approach to digital transformation. As a market leader focused on providing sustainable and transparent services, SSI needed an agile solution able to adapt to different customer needs and requirements, at speed. 

SSI’s existing automation platform was unable to provide a 360-degree overview of the customer, resulting in low user adoption and several technical challenges that were disrupting the overall customer experience.

To achieve its vision of utilizing powerful digital transformation to deliver a personalized solution for customers, SSI worked with KPMG in Vietnam, engaging KPMG Powered Enterprise | Marketing, Sales and Service enabled by Microsoft Dynamics 365 and CRM. By employing a more data-driven model of automation, SSI has become an insight-driven organization able to continuously track and analyze customer information to get a better, more complete view of customer experience, satisfaction, and loyalty.  

By seamlessly aligning marketing, sales, customer service and omnichannel processes, operations can now be executed from one single platform. Plus, with data being constantly updated and tracked in the CRM system, SSI can deliver hyper-personalized communications that serve clients at the right time – and provide a comprehensive picture of the customer in real-time.

This has meant significant improvement in customer satisfaction. With the flexibility to adapt to the unique requirements of each business, SSI’s successful digital transformation helps ensure data is captured and analyzed more efficiently, anticipating customer needs ahead of time.

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