Techcombank’s enterprise-wide robotic process automation (RPA) initiative, recognized with the 2025 Celent Model Bank Award for Operational Excellence, exemplifies a strategic transformation in Vietnam’s digital banking sector. Launched in 2022, the initiative aimed to enhance efficiency, reduce costs, and improve customer experience by automating high-volume, repetitive tasks across 11 divisions, including finance, risk management, and customer services. Partnering with Akabot, Techcombank implemented a scalable automation framework, achieving 95–99% automation rates by 2024 and cumulatively saving 586,000 working hours.

The program’s success was driven by three pillars: process re-engineering, change management, and a dedicated automation center of excellence. Innovations like the ‘Human & Bot Collaboration Center’ and integration of advanced technologies (e.g., OCR, machine learning) enabled seamless operations while balancing compliance and agility. Financial benefits included workforce savings of ~VND20 billion and a 666% ROI by 2024. Additionally, the initiative supported ESG goals by reducing paper usage by 30% and elevating employee satisfaction.

Techcombank’s phased, stakeholder-centric approach underscores the transformative potential of RPA when aligned with strategic vision and operational scalability, setting a benchmark for operational excellence in the banking industry.

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