The existing SacomBank website faces numerous issues stemming from an outdated interface and ineffective information presentation. Additionally, despite most users relying heavily on smartphones, the UI/UX is not optimized for mobile devices.

There is an urgent need for a responsive website with a modern design and improved information delivery.

SacomBank seeks a customer-centric approach for its individual clients. The driving force behind this new website project is the ability to track customer behavior, allowing for the delivery of targeted and personalized experiences.

This strategic project aims to enrich user interactions and streamline customer support to enhance efficiency.

SacomBank has chosen to transition to a more robust content management system, specifically the Adobe Experience Manager (AEM) platform. The focus of this website revamp centers on three main aspects: improved compatibility across all browsers and devices, better information organization to address customer inquiries with faster loading times, and a more personalized experience.

The implementation of AEM has brought several enhancements to user interactions and website functionality, empowering the Marketing department to:

• Introduce advanced features through seamless social media integration
• Streamline customer registration processes with user-friendly online registration forms and efficient management tools
• Create and modify forms, ensuring flexibility in layout design through a WYSIWYG interface
• Prevent spam and ensure the integrity of user interactions through Captcha verification
• Create and promote microsites and landing pages via seamlessly integrated main website forms
• Develop engaging games like crosswords, puzzles, and word searches within the CMS to boost engagement
• Implement survey forms and rating systems to gather customer feedback on services, products, or articles

With this project, SacomBank has become a pioneering bank in Vietnam, delivering personalized content tailored to specific audience segments.

The website tracking mechanism and existing Chatbot integration have enabled the monitoring of customer interactions and usage behaviors (such as time spent on site, pages visited, information requests, etc.). Using this data, personalized content is displayed based on past engagement or service user groups.

At the same time, the roles and permissions of CMS members have been defined to simplify content management. Employees are now organized within SacomBank’s multilayered authorization system based on identity, roles, and other factors. Data and reports can only be shared within specific groups, protecting data while enhancing personalization targeting in compliance with banking regulations.

Automated updates have been seamlessly integrated to provide customers with the latest financial data, including currency exchange rates, gold prices, interest rates, currency transactions, bond prices, and foreign exchange rates.

This system also integrates online registration capabilities for various financial transactions, such as foreign currency purchases, loan limits, future deposit calculations, and payroll support.

Simultaneously, a branch and ATM locator feature with smart radius suggestions has been introduced for enhanced customer convenience.