To improve efficiency in its customer onboarding process, SSI Securities uses no-code/low-code to deliver a customer relationship management (CRM) solution with built-in PWA (progressive web apps) capability.
In the field of finance, SSI Securities Corporation (SSI) distinguishes itself through innovation and efficiency. Known for its robust financial strength and dedication to high standards of corporate governance, SSI has carved its niche as a leading financial institution in Vietnam.
At the heart of SSI’s ethos is a clear mission: to connect capital to opportunities. This guiding principle has not only shaped the company’s strategic direction but also its approach to customer service. With a broad spectrum of financial products and services, and an extensive network spanning Vietnam’s major cities, SSI is dedicated to enhancing shareholder value and providing quality services to its clientele.
In an era marked by digital advancements, SSI recognized the need to refine its customer relationship management practices. This journey led to a partnership with International Distribution Corporation (IDB), a pioneer in developing and operating VoIP Systems for a diverse range of industries. Together, they embarked on a strategic initiative to consolidate SSI’s fragmented customer service framework using the Joget open-source enterprise no-code/low-code platform.
The Challenge: Fragmented Systems and Inefficiencies
The path to digital transformation is often fraught with challenges, and for SSI, the journey was no different. The company’s legacy systems, restricted to computer use, were not only slow but also posed risks to customer information security and were cumbersome when adapting to new procedures or creating varied customer request forms. This fragmentation led to delayed responses to customer inquiries, inconsistent resolution of customer tickets, and significant difficulties in managing and securing customer data.
Furthermore, the scattered support and resolution forms across multiple applications made it challenging for users to track their requests, resulting in fragmented data and inefficiencies in customer request management.
The Solution: A Unified CRM Support System
Recognizing the need for change, SSI, in collaboration with IDB, embarked on a transformative project to develop a CRM support system using the Joget platform. This innovative solution was designed to address the pressing challenges head-on, enabling seamless customer onboarding and communication across phone, email, and chat channels.
Implemented within a mere two months, the system redefined how SSI managed customer relationships by providing a unified platform for interaction, engagement, and data management.
Results that Speak Volumes
The implementation of the Joget-based CRM solution marked a new era for SSI and its clients. The system introduced permission control, ensuring data security and access were meticulously managed. By integrating data from multiple sources into a centralized system, SSI achieved an 80% reduction in time spent searching for information, along with a significant decrease in the need to toggle between applications.
80% time reduction
spent searching for information
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This newfound efficiency not only allowed for greater flexibility in reporting but also streamlined the onboarding process, which could now be seamlessly managed via mobile devices, thanks to the integration of PWA (Progressive Web Apps) capability.
Progressive Web App (PWA) on Joget DX
Progressive Web Apps are more than just web applications. They are a hybrid that marries the best of web and native apps, offering functionalities like offline support, background push notifications, and the ability to install the app directly onto a device. This creates a fast, responsive user experience that can operate seamlessly across different platforms. The advent of PWAs represents a significant leap forward, blurring the lines between web and native applications and pushing the envelope on what web apps can achieve.
One of the most striking features of PWAs is their ability to be installed on both mobile and desktop platforms. This directly addresses the friction point in traditional app distribution models—bypassing app stores and allowing direct access through URLs simplifies the process of app discovery and installation. With support for desktop platforms including Chrome OS, Linux, Mac, and Windows, PWAs ensure a uniform, full-screen app experience across all devices.
Joget DX turns the process of creating PWAs into a breeze. Any app designed on Joget DX is automatically PWA compliant, as long as it’s hosted over HTTPS. This includes visually designed forms and user views, where PWA support is enabled by default. Offline functionality, encompassing both read-only and form submission capabilities with background sync, can be easily activated through simple configuration options. This integration is a testament to Joget’s commitment to innovation and its role in enabling businesses like SSI Securities to deliver cutting-edge solutions to their clients.
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The partnership between SSI and IDB, facilitated through the Joget platform, exemplifies the power of digital innovation in transforming customer relationship management. By streamlining communication channels and consolidating data into a centralized system, SSI has set a new standard for efficiency and security in the financial services industry.
This journey underscores the importance of embracing technological advancements to connect capital to opportunities, reinforcing SSI’s commitment to excellence and its mission to serve its clients better.
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