Vietcombank Taps Salesforce to Power AI-Driven Innovation, Customer-Centric Growth

Salesforce, the world’s leading AI CRM, has announced that Vietcombank is implementing Salesforce’s Financial Services Cloud, CRM Analytics, Marketing Cloud, and MuleSoft to unify Retail and Corporate Banking functions on a single AI-powered platform.

This implementation, supported by the combined expertise of PwC-Gimasys-CMC TS, will enhance the bank’s operational efficiency and sales and marketing productivity. Together, these solutions will enable Vietcombank to create a unified view of the customer, allowing all relationship managers across Vietcombank to deliver better quality service.

As a leader in AI CRM, Salesforce provides trusted and autonomous AI with Agentforce and best-in-class apps for sales, service, marketing, commerce, and IT—all on one integrated platform.

Nguyen Thi Kim Oanh, Member of the Board of Directors and Head of the Project Implementation Committee at Vietcombank, said of tapping Salesforce: “This CRM initiative is more than just a technology project for Vietcombank. It’s integral to our strategic transformation in how we approach customers, improving management and sales efficiency bank-wide. With the support of the Board of Directors, the Executive Board, our branches, and our trusted partners Salesforce, Gimasys, PwC, and CMC-TS, we are confident in a professional, effective, and timely implementation that will significantly differentiate Vietcombank in serving customer needs.”

This initiative marks a key milestone in Vietcombank’s digital transformation journey, maintaining the bank’s position as Vietnam’s leading financial institution. By modernising its digital infrastructure with Salesforce, Vietcombank is doing away with siloed data and manual processes to create a more streamlined workflow that enables seamless customer engagement.

Salesforce solutions will also empower marketing teams to launch targeted digital campaigns capturing high-quality leads and driving faster conversions through intelligent segmentation and omnichannel outreach. With streamlined lead management, Salesforce helps to ensure efficient follow-up, while AI-driven insights—such as propensity models and next-best-product recommendations—empower relationship managers to identify cross-sell and upsell opportunities and respond quickly to customer needs.

A mobile app also gives relationship managers flexible access to real-time insights and tools, allowing them to engage clients and close deals on the move, enhancing productivity and deepening client relationships.

“We are excited to collaborate with Vietcombank, a leading force in Vietnam’s banking sector, on this transformative journey. This collaboration signifies a shared vision for the future of banking shaped by data-driven strategies where technology serves as the catalyst for enhanced customer relationships. Salesforce’s trusted platform is purpose-built to help financial institutions like Vietcombank better serve their customers, boost operational agility, and lead in today’s fast-evolving market,” noted Sujith Abraham, Senior Vice President and General Manager, ASEAN, at Salesforce.