Vietnam’s OCB to Fully Digitise Customer Journeys with Backbase and SmartOSC

Vietnam’s OCB to Fully Digitise Customer Journeys with Backbase and SmartOSC

by July 25, 2023

Vietnam’s Orient Commercial Joint Stock Bank (OCB) has selected digital banking software provider Backbase to power its omnichannel banking modernisation efforts. OCB is Backbase’s fifth customer in the country.

With the implementation of Backbase’s Engagement Banking Platform (EBP), OCB will have the ability to adopt and build, aligning with its modern banking culture and customer-centric approach.

OCB aims to create a personalised digital banking system for each customer across all channels, by fully digitising every customer journey and touchpoint to provide seamless services via mobile apps and computer platforms.

This project implementation will be led by Backbase’s partner SmartOSC, a full-service e-commerce agency.

SmartOSC will assist OCB in integrating the EBP, also referred to as the digital banking omnichannel platform, into its existing records systems while also addressing the bank’s initial localisation requirements.

Furthermore, SmartOSC will develop OCB’s mobile banking, internet banking, and employee app.

Nguyen Dinh Tung

Nguyen Dinh Tung

Nguyen Dinh Tung, CEO of OCB said,

“As a pioneer bank of digital transformation in general and omnichannel banking in particular, our strategy is to create a unified customer lifecycle first in the retail banking line of business and swiftly expand to the business banking line of business.


OCB expects to accelerate customer acquisition growth and double its retail banking monthly active users in the first year of the platform launch, and goal to grow to 10 million monthly active users in 5 years of the launch.”

Riddhi Dutta, Regional Vice President, Asia at Backbase said,

Riddhi Dutta, Regional Director for ASEAN and South Asia, Backbase

Riddhi Dutta

“Innovative banks with high digital maturity like OCB endeavor to take the driver’s seat to deliver their own unique omnichannel digital banking proposition.


On day one, banks could start building on top of the platform to customise journeys and experience for specific consumer segments, products, and channels, which is the reason that go-live for such an extensive omnichannel platform can be within 6 months.”