Form 56-1 One Report 2021 3) Service Channels In 2021, TMBThanachart under the combined strengths after the merger is ready to move forward to deliver Financial Well-being for Thai people. We enhanced serviced to become a trusted advisor, providing financial advisory that meets and answers customer’s goal and need through omni-channel experience that connects digital and other human touch channels with seamless customer experience anywhere, anytime. Digital Channels ttb touch/ttb internet banking focus on daily financial transaction services with aims to provide customers’ convenience and deliver the best customers’ experience, under the concept of Financial Well-being for Thai people. In 2021, ttb introduced new services on ttb touch and ttb internet banking to customers as follows: • Developed services for the Bank’s integration ■ Provided loan and credit card information of Thanachart customers on ttb touch. ■ Provided mutual fund information of Thanachart customers on ttb touch. ■ Automatically migrated customers from T-Connect to ttb touch. ■ Provided auto-loan products on ttb touch, customers can view loan information and pay car loan installments. • Developed user experience / Improved system stability ■ Developed “My transaction” as a fast lane for ttb touch homepage for shortcut to the favorite menu of customer ■ Added new feature development for more convenience ■ E-Payment : Connected payment system with e-commerce partners for more payment convenience with few-step transaction ■ e-KYC (IDP) : Collaboration for IDP (Identity Provider) to develop a data source for a membership’s bank to leverage e-KYC data ttb BIZTOUCH, ttb Business CLICK, Online Account Opening For business customers in Q2 2021, SME customers and business customers had 28% more subscriptions for digital channels compared to Q2 2020 and the number of transactions via digital channel increased to 71% of the total number of transactions of SME and business customers, which was higher than the target at 40% of ttb business one, Business CLICK & BIZ TOUCH from SME customer base and all business customers in 2021. In addition, there was a further improvement in the Face-to-Face on boarding model for digital subscriptions within Q1 2020, to expand new customer groups and to support the changing behavior under digital business 75
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