Techcombank: A blueprint for platform-led transformation for retail and business banking

In a digital-first era, Techcombank stands as a powerful testament to what’s possible when vision meets the right platform. As Vietnam’s second-largest private bank, Techcombank has redened customer engagement, delivering seamless, personalized experiences at scale. Their fully digital acquisition of over 2 million customers in 2023—70-80% of their total—underscores how deeply digital innovation is embedded in their DNA. Today, 90% of payment transactions happen on their mobile app, which boasts an impressive 4.9-star rating across app stores, even in the inherently complex realm of business banking.

Backbase’s Engagement Banking Platform wasn’t just a tool; it became the backbone of Techcombank’s success. By leveraging out-of-the-box solutions and customizing journeys tailored to Vietnamese customers’ unique cultural and market nuances, Techcombank reduced inefficiencies, reallocated resources, re-cycle journeys, and consistently launched new features weekly. With more than 50% of retail banking contributions coming from digital channels, the platform enabled double-digit growth and scalability year after year—all while retaining freedom and control.