CUSTOMER-CENTRICITY What It Means What We Did Outlook With customers at the forefront of the business, the Bank may offer holistic products based on customers’ unique needs and convenience. BIMB is transforming the customer experience by placing our customers and stakeholders (internal or external) at the heart of all our planning and decision-making to ensure our customers are well served. We actualise the principles of competency, honesty and transparency in service delivery. • Engaged personal banking and SME customers to raise product awareness and gather feedback on current requirements for SME solutions • Simplified and expedited approval process for criteria- and programme-based financing offers • Raised the Single and Joint Discretionary Power to RM3 million • Established a dedicated Credit Analyst team for SME customers • Conducted staff training to raise standards for customer service delivery • Launched the SME@Work mobile application for frontline sales staff to access important information for improved real-time decision making • Rolled out the second version of the SMEXpert mobile application with more features and a better user experience Value Created • Accelerated financing approval turnaround time for improved efficiency. • Expanded SME customer base and enhanced retention efforts. • Increased visibility as a trusted provider of financial support for SMEs. • Simplified financing approval and disbursement processes for SMEs with streamlined services. • BIMB Investment offers strong ESG value propositions with AI and Big Data technology, global best practices from Arabesque partnership, and a proven track record. • BIMB Investment’s BEST app boasts over 30,000 registered users involving approximately RM30 million in investments as of 31 December 2022. • Won The E-Commerce – Financial Services Award at the Malaysia Technology Excellence Awards 2022 for the second time. In the short-term, the Group plans to strengthen its cooperation with other institutional unit trust advisors to offer unique products and improve infrastructure. Additionally, the Group aims to build innovative products for specialised markets and focus on digital business growth by enhancing the BEST app and integrating customer relationship management techniques into the user experience. In the medium to long-term, the Group aims to lead Shariah-ESG investment by offering sustainable risk-adjusted investment returns through Big Data and Artificial Intelligence. The Group will also help customers achieve their financial goals by understanding their needs and providing valuable investment solutions. It will shift toward goal-based investment plans that are accessible, affordable, and attractive to all customers through a peoplecentric approach. Integrated Report 2022 56 STRATEGIC REVIEW Strategic Performance Review
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