The criteria of Global Banking Finance Review for “Best SME Bank” award are based on a bank’s strategies, policies for SME customers; any commitments, preferences, ideas and solutions supporting SME, especially in the context where the international and domestic economy still have many difficulties. For “Best Customer Service Bank” award, it is necessary to illustrate the bank’s philosophy focusing on customers; policies for customer relationship management, customer support and distribution channels; and customer service quality in every aspect including: time for transaction processing, the staff’s professional behavior, pre-, during- and post-sales services…
The business strategy of SHB is to become one of the top dynamic retail banks in Vietnam. In SHB’s retail strategy, Small and Medium Enterprises (SMEs) is one of its targeted customer segments. SHB’s Chairman, concurrently Chairman of Hanoi Small and Medium Enterprises Association, expresses SHB’s interest in this kind of customers. In the past time, when the economy was still in difficulty and SMEs had to face many difficulties in accessing funds financing their business activities, SHB still maintained its commitment with cooperate customers by credit programs with attractive preferences for SME such as: “lending interest rate discount for SMEs and households in agriculture and export sectors with total limit up to 15 trillion VND”; “middle and long term loans with preferential rates for SME”… Besides, SHB had many ideas and solutions supporting SMEs including: cooperate finance advisory services; supporting cooperates in searching customers and sales markets to improve business efficiency and solvency, debt reschedule, corporate restructuring… Those solutions not only improve SHB’s credit quality but also support the SME development in Vietnam.
SHB’s business philosophy is customer centricity with high level of research and investment for customer service improvement. In recent years, SHB has achieved significant customer satisfaction through internal survey and direct response from customers. Firstly, customers appreciate SHB’s widespread network in many cities and provinces all over the country and overseas branches in regional markets so that they can easily access SHB’s services. In addition to the traditional branch network, the distribution channel network of SHB is multi-channel and cross-channel with: ATM, mobile banking, internet banking, SMS banking and phone banking… SHB’s transaction time is always the fastest and the most effective in comparison with other banks because of high and modern technology application in every banking activity. The staff are well-trained in both operational and customer service skills to provide professional services. Especially, with the specialized and dedicated department for customer service and service quality control in every branch and transaction point, SHB’s customer service quality and customer satisfaction has always been strictly managed and controlled. Another important point is that SHB’s products and services are various, diverse and tailored to satisfy every need of every customer segment under the business slogan of offering “flexible solutions”. SHB’s customer care and after-sales policies are also attractive with specific promotion programs, loyal customer policies with substantial financial promotions (such as: lending interest rate discount, fee discount…) and non-financial promotions (grateful gifts, customer conferences combined with overseas travel tours…).
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At the end of FY 2014, SHB achieved charter capital of 9 trillion VND, total assets of 169 trillion VND, income before tax of over 1 trillion VND with more than 400 branches and transaction points in 50 cities and provinces over the country and 05 oversea branches in Laos and Cambodia.