The bank showcased a truly exceptional feat in assisting their customers through multiple projects for the past year.
HSBC Bank Malaysia Berhad has received both the Information Management - Banking and Online services - Banking trophies at the recently concluded Malaysia Technology Excellence Awards 2020, presented by Singapore Business Review.
Now in its second year, the awards event lauds enterprises that take the leap and take the lead in engineering trailblazing projects, virtual services, reconstructed strategies, and technological innovations.
HSBC proved to be one of the top banks in Malaysia as it launched its public website (PWS) premier section which allows customers to drop a lead, and the bank will get in touch to service or convert the customers by signing up for an account.
Initially, customers were spending time on 28% of the content on the premier section only. By leveraging the data analytics, HSBC set up a small agile team to focus on simplifying and restructuring content to ease customer reading and allow customers to understand the product in less than 3 minutes on the basis of having a simplified content strategy of Attract, Compare, and Convert (ACC). The implementation resulted in an increase of 2.1x visit to Application Start.
HSBC is also the first bank to practice digital account opening with 24/7 biometrics capability. HSBC Digital Account Opening is a straight through online account opening process, which enables customers to open a bank account online anytime and anywhere. Customers can easily access this journey through HSBC public website and is also supported by a LiveChat to assist customers during the account opening process.
HSBC is also the first international bank to launch complete DuitNow features and contactless QR Payment, allowing customers to easily and conveniently scan recipients QR code to transfer a payment. For a payee to receive a payment, the payee just needs to show their QR code to the payer.
HSBC DuitNow QR feature is unique as it allows customers to create a personalised QR code by choosing their ideal payment amount, receiving amount and expiry date.
Customers can now also perform foreign currency transfers anytime and anywhere via online and mobile banking. Foreign currency conversion services are also available 24/7 at a real-time competitive foreign exchange rate.
HSBC Malaysia customers can now also interact with the bank without the need to be physically present at the branches via its Remote Engagement Service, an alternate channel to interact with the Bank, supported by Zoom, Live Connect, and Live Sign.
Because of this, relationship managers can stay connected to serve customers’ banking needs during the Movement Control Order (MCO) period. Customers are also able to practice social distancing without disruptions to their banking services during and after the MCO period.
The Malaysia Technology Excellence Awards, presented by Singapore Business Review, was held via video conferencing throughout the month of September.
This year’s nominations were judged by a panel consisting of Justin Ong, Partner and FSI Financial and Regulatory Risk Leader at Deloitte Asia Pacific; Alvin SH Gan, Executive Director, Partner, Head of IT enabled Transformation (ITeT) at KPMG Malaysia; Hari Iyer, Executive Director, Advisory at BDO Kuala Lumpur; Michael Lim Jr, Managing Director at Crowe Growth Consulting Sdn Bhd; Jade Leong, Partner, Advisory at Ernst & Young Advisory Services Sdn Bhd.
If you would like to join the 2021 awards and be acclaimed for your company’s exceptional technological innovations, please email Julie Anne Nuñez at email@example.com.
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