MB Bank, recognized as an outstanding retail bank by the 2019 Vietnam Outstanding Banking Awards, was struggling to manage rapid growth and a large influx of new customers. Its employees had to contend with many time-consuming, manual processes including: new customer onboarding and a slow online banking system.

Loan approvals were taking too long, increasing the risk that potential new customers might be lost to faster competitors. Finding out where mistakes or errors had been made along the process chain was very difficult.