CASE STUDY
Techcombank achieves global-standard operational excellence with Akabot automation platform
In June 2025, Techcombank became the first and only Vietnamese bank to win the Celent Model Bank Awards in the category of “Operational Excellence”. Let’s explore the journey leading to this prominent award.
This Case study is recommended for
- Bank & financial institution’s leaders
- Digital transformation leaders, Head of IT…
- Head/ managers of business units in banks
Business value from 100+ processes automated
Within three years 2022 – 2024, the automation project helped free up over 586,000 working hours for Techcombank’s staff, eliminating manual and repetitive tasks and reducing error pressure. Operational costs saving, operational efficiency & quality improvement and employee experience enhancement are prominent business value gained from the large-scale automation project at Techcombank.
From mindset changes to a new leap
“The prerequisite for ensuring the effectiveness and scalability of bank-wide automation at Techcombank is the determination of the leadership and all employees, especially the change in mindset across business units.”
Thang Trong Hieu (Mr.)
Director, Software Engineering, Techcombank
From a collaboration model between Techcombank’s IT team and its technology partner (Akabot) to a self-deployment model, Techcombank has now applied automation on a large scale (100+ processes, 11 business units).
Within three years 2022 – 2024, the automation project helped free up over 586,000 working hours, save over 20 billion VND in labor costs and contributes to optimizing Human Resources (HR) policies – shifting employee’s roles rather than conducting layoffs.
“The prerequisite for ensuring the effectiveness and scalability of bank-wide automation at Techcombank is the determination of the leadership and all employees, especially the change in mindset across business units.”
Thang Trong Hieu (Mr.)
Director, Software Engineering, Techcombank
Bối cảnh đại dịch Covid-19 đã tạo ra nhiều yêu cầu mới, đòi hỏi các ngân hàng phải thay đổi hoàn toàn cách thức vận hành. Theo khảo sát của Deloitte thực hiện với 200 lãnh đạo cấp cao ở khu vực Bắc Mỹ, châu Âu, châu Á Thái Bình Dương năm 2020, Covid đã định vị lại xu hướng toàn cầu của ngành ngân hàng.
Là một trong những ngân hàng tiên phong về chuyển đổi số tại Việt Nam, TPBank đứng trước áp lực tối ưu vận hành để đáp ứng đối tượng khách hàng trẻ, yêu cầu cao ở tốc độ và chất lượng dịch vụ khách hàng.
The Celent Model Bank Award is one of the most prestigious awards in the global financial and banking sector, honoring organizations with technology initiatives that bring practical value and contribute to businesses operations continuous optimization to achieve outstanding performance.
Techcombank surpassed hundreds of nominations, proudly becoming the first Vietnamese representative to be honored in the “Operational Excellence Bank” category.
