Customer Info

Customer
SSI Securities Corporation, Vietnam
Country
Vietnam
Industry
Financial Services

Partner Info

Partner
International Distribution Corporation
SSI Securities Cut Data Search Time by 80% After Consolidating Its CRM Into a Single System on Joget

SSI Securities Corporation, one of Vietnam’s leading financial institutions, was managing customer tickets across multiple disconnected department applications. Each department used its own system, support forms were scattered, routing was inconsistent, and it was only accessible from desktop computers. IDB built a centralised CRM Support System on Joget in two months that unified all departmental data, introduced role-based permissions, and enabled mobile access via Progressive Web App. Data search time dropped by 80%, costs fell by 10%, procedural efficiency improved by 30%, and customer onboarding became far smoother.

Challenges CHALLENGES

Fragmented Systems, Siloed Data

    • The intricate stock exchange processes made a centralized processing system unfeasible

    • As a result, each department had its own dedicated application to address customer tickets. However, this system, which could only be operated on computers, often caused delays in routing customer requests to the appropriate department

    • Unable to maintain consistency in resolving customer tickets

    • Legacy applications failed to ensure protection in customer and information security, and could not quickly adopt and deploy updated working procedures

    • Tremendous effort was required to create different types of customer request forms for assignment to the corresponding departments

    • Significant expenses and time were required for modifying a form

    • Support and resolution forms were scattered across multiple applications, making it difficult for users to follow up

    • Data fragmentation impeded effective customer request management

    • Needed to consolidate all departmental data into a centralized information system to avoid constant switching between apps and systems, and to allow easy data retrieval for reporting, streamlined workflows, and time reduction in sifting through spreadsheets

Solutions SOLUTIONS

Unified CRM, One Platform

With the support from IDB, a CRM Support System was built on the Joget platform within 2 months to streamline the customer onboarding process and enable seamless communication, engagement, and interaction through various channels such as phone, email, and chat.

Results RESULTS

80% Less Data Search Time

80%

Time reduction

40%

Cost reduction

REDUCED

Permission control

"Integrating data from multiple sources into a central system resulted in up to 80% time reduction on data searching, while eliminating the need to toggle between multiple applications."

Implementation of permission control to ensure appropriate data distribution and security, granting users access to only specific data

Integrated data from multiple sources into a central system, resulting in significant improvement in data management and up to 80% time reduction on data searching, while eliminating toggling between multiple applications

Reduced costs by 10% while also increased procedural efficiency by 30%. SSI can now enjoy greater flexibility in reporting with an all-in-one database

Seamlessly managed onboarding process via mobile devices with built-in PWA (Progressive Web Apps) capability

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