With the fierce competition in the business line of E-banking, China Construction Bank Corporation (CCB) actively promoted extraordinary development strategy to expand E-banking in 2004, and therefore saw a bumper year. The increase of customers, transaction volume and transaction amount in E-banking hit a historical high. The increase of customers in the whole year exceeded 10,000,000. The transaction volume enjoyed a steady growth with an increase of nearly 40%. The transaction amount represented an increase of 134% over the previous year. And services provided to customers increased 53%.
E-banking service is an important criterion to evaluate modern commercial banks core strength. Based on this philosophy, CCB nailed down the E-banking as one of strategic businesses to develop in the whole bank in 2004. CCB strengthened management, carried out preferential measures, improved products functions, strengthened marketing, allocated special strategic fund, and mobilized competent staff to actively participate in the development of E-banking throughout the bank. In order to speed up E-banking development, CCB carried out R&D work, went to branches to find out reality, promoted branches to implement business development measures, accelerated E-banking construction, summarized and expanded timely experiences and lessons from business management as well as market exploration, and strengthened business guidance to branches. And on the other hand, CCB reported the monthly business development throughout the bank and conducted E-banking contest in the whole bank to encourage staff to energetically develop E-banking.
CCB is the top bank that provides E-banking services. CCB E-banking services include online banking, VIP service system, 95533 call center, mobile phone banking, short message notification, home banking, etc. In addition to traditional banking services, customers also can access to E-banking services at any time and anywhere.
After years development in terms of online banking services, CCB now has equipped itself with expertise and quality services in this business line and can offer secure, convenient and fast services to retail customers, corporate customers and online merchants. Retail customers can access online services such as inquiries, account transfer, payment settlement, bank securities account transfer, and foreign exchange trading. Corporate customers can access online services such as account monitoring, account inquiries, account transfer, payroll payment, B2B payment, international settlement, corporate asset management. Online merchants can access all services mentioned and can also online connected with more than one terminal. CCB improved products and introduced new functions in line with market need to launch upgraded online banking every quarter. Now all Long card holders can access new services including online-purchasing payment throughout the country, account inquires via short messages, foreign exchange trading for retail customers, etc. Online banking also provides new fund settlement service to corporate customers to ensure corporate customers large-scale capital movement.
CCB made lots of efforts in online banking security. In addition to the advanced technology introduced in the system development and operation, CCB offers many security measures such as digital certificate security by password and USB Key.
CCB has progressively improved the platform of VIP service system to provide fund management service to corporate customers tailored to their needs and help them increase fund movement efficiency. Lots of services offered by VIP service system have overrun other banks services. CCB is the first bank to become the deposit bank for securities and has established central finance capital authorization payment system and local finance authorization payment system to ensure the largest market share in terms of finance authorization payment.
95533 call center has progressively become an important link among banking transaction, customer service channels and customer relations, provides a unique channel for customer to access banking services offered by bank employee after 8-hour working hours, and customer can enjoy all banking services except cash transaction via this center. In 2004, 95533 call center actively developed telephone payment service that reduced bank outlets transaction capacity. 95533 call center can not only process customers consultation and complaints, but also analyze and summarize customers suggestions and advices over CCB’s products and services provided, and makes a regular feedback report to the competent department to improve banking services. Meanwhile, this center also draws upon its advantages to provide services such as customers investigation, notification reminder, loan payment reminder.
CCB successfully accomplished the development of integrated linking platform for the headquarters mobile phone banking and cooperated with China Unicom to launch a new mobile phone banking service based on BREW as the first bank to offer wealth management, payment and commerce services via cell phone in China. This is the first time for domestic commercial banks to introduce mobile phone banking service throughout the whole country that CDMA 1X covers. Now, CCB can provide roaming and real-time services that involve all banking services. This is called Palm Online Banking by customers.
E-Route is the brand for CCB E-banking that integrated inside and outside marketing measures to promote the brand E-Route so that CCB E-banking brand could be widely and popularly accepted. CCB actively conducted various marketing and promotion campaigns to enhance the brand popularity. Meanwhile, CCB requested all staff, especially branches employees and account managers, to master all E-banking services content through training, which laid a solid foundation for products marketing.
In the process of developing E-banking services, CCB attached great importance to inside administration and risk management. Through standardizing banking process, monitoring system and tracking products R&D, CCB improved and amend CCB regulations and banking management measures and effectively managed system risks and banking operational risks to make E-banking a sound and fast growth.
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