world. To facilitate customers, TMBThanachart introduced face recognition technology for KYC and account opening for corporate clients which helped reduce the process of applying for faster than ever. In 2021, the Bank launched a marketing and public relations campaign for a new digital platform called ttb business one, a new internet banking platform system that replaces the existing ttb Business CLICK system. ttb business one will integrate new technologies in order to uplift user experience in terms of simplicity, speed and easily connected with other systems that SME customers and large business customers currently use. Branch Network Branch service channels aims to improve advisory service and to be trusted financial advisors for customers. In addition, service quality (NPS) will be measured to improve advisory and branch service quality. Net Promoter Score (NPS) at the end of 2021 was 64% and we aim to increase score by providing better quality service and advisory. Branch staffs have used the CRM system as the main tool to monitor customer information and to link the Bank’s channels together. Currently F2F onboarding system on tablet device has been utilized for customer facial recognition authentication at branch as well as for KYC information update, deposit account opening, and mobile banking application. During the year 2021, functionality of the F2F Onboarding tool was continuously developed for customer convenience and security. Furthermore, to increase customers’ accessibility to the Bank’s services, banking agent service was introduced to customers with total of 4 payment agents (namely Thailand Post Co., Ltd., 7-Eleven, Lotus and Big C) and 7-Eleven as a deposit service agent . Electronic Channels: ATMs and ADMs (Auto Deposit Machines) ttb has developed new features and security system enhancement on electronic channels for customer convenience and security. • Enhanced security by upgrading the machines to support Windows 10 or providing extended support unit (ESU) / dynamic security & compensation control to prevent the risk of malware programs • Migrated Thanachart Bank machines to be under ttb system including changing the signage of Thanachart Bank to be ttb which was align with the machine system and customer communication • Explored new technology or service models on ATM machines, such as ATM cardless withdrawal, with the Bank of Thailand association or interested banks and identity verification through electronic branch channels 76 TMBThanachart Bank Public Company Limited
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