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Asia Commercial Bank

Vietnam’s largest private bank retains leadership with cloud-based communication

Asia Pacific | Vietnam | Financial Services | Digital Workplace

Reaching the workplace of tomorrow in one step

In a single, award-winning project, Asia Commercial Bank gave itself the means to manage the future with cloud-readiness capabilities.

Download this case study (pdf, 15.02MB)
Robust Infrastructure


Maintain market leadership by migrating from a legacy system to entirely new collaboration capabilities, to be a technology-capable bank with enhanced workforce productivity.

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Cloud Contact Centre


Implement the entire Microsoft Unified Communications and Collaboration Suite, and design it to be cloud/hybrid-ready.

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Faster Innovation


The bank wins the best cloud-based project in Vietnam at the Asian Banker Technology Innovation Awards and improves productivity and customer service.

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Taking a single step into the workplace of tomorrow

In order to continuously maintain its industry leadership, Asia Commercial Bank (ACB), Vietnam’s largest privately-owned bank, decided to overhaul its legacy system so as to meet the demands of a digitising economy. Following the 2008 global financial crisis, the bank had sweat its older technology assets. It is now time to deliver customer services on a mobile, digital platform and to enhance internal user productivity.

The bank’s management decided to use the technology refresh as an opportunity to reinforce the organisation’s reputation as a provider of the best banking services, as well as the country’s foremost technology-capable bank.

ACB therefore looked for an IT partner capable of delivering a world class outcome for what would be a project of unusual size and complexity.

Choose the best to be the best

‘By migrating in a single project their entire, very disparate collaborative capabilities onto a unified platform, ACB took a rare but sensible approach to mitigating project risk,’ says Neville Burdan, Dimension Data Asia Pacific’s general manager for End-user Computing.

‘ACB knew they were buying our core capability. We are very familiar with such large-scale unified communications refresh projects. The unusual scope of the project called for effective project management and in communicating with ACB clearly and constantly, so that both teams were always on the same page. The high quality and consistency of delivery that ACB expected from us exemplified the operational capabilities for which they themselves were aiming.’

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In eight months, we migrated ACB to an entirely new platform built on Microsoft UCC suite. Prior to providing ACB with a proposal, we conducted a workshop with the bank’s management and IT team to establish ACB’s exact needs.

ACB’s CIO, Matthew Martin, made it clear that the solution we design would need to adapt to ACB’s ongoing adjustments to the market and technology. ‘We wanted unrestricted innovation and productivity capabilities.’

‘We also wanted to be cloud-ready. Network infrastructure in Vietnam is evolving, so we want to move to the cloud quickly and smoothly as soon as that is possible. In addition, we wanted the ability to be compliant locally and internationally.’

At the same time, ACB wanted a platform on which it could develop digital services and, thereby, meet the modern needs of its customers.

Accordingly, we consolidated ACB’s previous multi-user solution onto Active Directory and multiple mailing systems onto Exchange. New solutions such as Lync, Yammer, ADFS, SharePoint, Public Key Infrastructure (PKI), and System Center Configuration Manager (SCCM) were also implemented.

‘In effect, we created a social enterprise on a public cloud platform, enabling employees to interact anywhere, anytime, on any device,’ Burdan says.

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ACB now has a real-time communication platform that embraces mobile, cloud, and social media technologies. This has enabled tangible productivity improvement and employee satisfaction. After the go-live, 20% of ACB employees were immediately using a social media platform and 50% were using mobile access for Lync and mail. Implementing a single sign-on has also improved data access security.

The result has been a significant reduction in the response time for approvals on services and products, therefore improving customer experience as well.

The bank now also enjoys high scalability - and server uptime has increased from 95% to 99.9%. While all customer-centric and sensitive data remains on premise, ACB has the means to use a hybrid cloud platform to increase its agility.

In addition, the new platform positions ACB well to develop, share, and test new product and services ideas – and eventually to offer digital services. This will enable the bank to innovate continuously and with greater precision.

‘A single project has given us the ability to manage the future,’ says Martin.

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