Bangkok Bank

How Bangkok Bank Delivered Personal Banking at Speed

We partnered with Bangkok Bank to redefine and rearchitect their mobile banking experience.

Bangkok Bank, Thailand’s largest commercial bank, operating in 14 economies, is a pioneer in financial services. The Bank, which has more than 1,100 branches and 17 million customers, has been at the forefront of Thailand’s financial services industry for more than 75 years. That same pioneering spirit inspired Bangkok Bank to improve its mobile experience with an innovative new app that puts the customer first and simplifies the banking process at lightning-quick speed.

The Imperative for Change

Bangkok Bank faces the same challenges as other financial institutions across the region: falling fee income, rising costs and increasing competition. While it pioneered mobile banking in Thailand with the 2014 launch of its Bualuang mBanking app, it has recently faced stiff competition in this area from other banks and fintechs. Thailand’s central bank has also introduced national initiatives, such as the PromptPay mobile payments platform, which have dramatically increased volumes of electronic transactions. Furthermore, the coronavirus pandemic has accelerated digital banking migration.

"Publicis Sapient was the right choice. They bring expertise and insights from banking customers and from other industries which lead in the use of digital technologies. They work closely with the bank team and with our other partners to deliver a product which delights our customers, improves our DevOps processes and helps to build out our digital capabilities."

Ian Guy Gillard, Senior EVP of Bangkok Bank

Bangkok Bank needed an updated customer experience that’s intuitive, reliable and scalable. To remain competitive, it knew it would have to innovate while keeping costs low and maintaining quality.

The Transformative Solution

Bangkok Bank had to surpass (not just match) its competitors, so it teamed up with Publicis Sapient to build a new kind of personal banking app. The new platform, which is central to the bank’s digitization strategy, needed to provide reliable service, easy navigation, speedy performance and support as needed. The balance between increased security and reduced friction was essential.

Our team built the new mobile app to deliver an efficient and intuitive mobile banking experience that prioritizes availability, security and ease. Delivering features normally only seen in-branch, the new Bangkok Bank Mobile Banking app is one of the most complete banking solutions in the market.

We worked closely with the bank to define and deliver the mobile-first technical architecture that expedited its launch and enables regular updates. Together, we created the underlying APIs, entire DevOps strategy, analytics and continuous delivery pipeline that allows the bank to test and learn with its customers.

The Business Impact

The new Bangkok Bank Mobile Banking solution is a key piece of a larger digital transformation strategy that puts the customer first. It boasts more than 100 features that cover banking, mutual funds, insurance and forex (FX). The user has unprecedented control over their financial data, which can be viewed at various levels of granularity. Within two months of the launch, adoption of the new Bangkok Bank Mobile Banking solution was at 90%.

Over time, the platform will host many more products and services. Cutting-edge capabilities allow these new services to be developed and rolled out in just weeks — not months.

90%

Adoption in only 2 months

100+

Features built

10m

Customers using the mobile app