GSB is the leading financial
institution in Thailand
and has been serving the people
of Thailand for almost 110 years.
With over 26 million accounts
at the present time,
we are proud to say that
we are the people’s bank.
The COVID-19 pandemic in recent times
magnified our need to embark on
a major digital transformation.
Since many of our processes were
still traditional and paper-based,
we recognized the need to create
a more sustainable working environment
that allows our employees
to work at their convenience.
All roads led to maximizing our use of
Microsoft solutions to reach this ambition.
During the pandemic, we underwent
a transformation from offline to digital,
which has significantly increased our
capacity to serve more customers.
This digital transformation has
enabled us to cater to the needs
of 1.6 million customers who now apply
for the borrowing process
through digital channels.
Nevertheless, our old
methods were insufficient
in enabling us to efficiently
serve our customers.
As a result, we had to revamp the
processes in the bank's back office.
This is when Microsoft's Power Platforms,
chatbots, and RPAs come into play.
They enable us to efficiently serve
an enormous number of users
with the same amount of
workforce through digital channels.
In the past, it was quite challenging
to contact the headquarters via phone
because all customers
had to make a call
and there were only a few
call center agents who are available.
But, with the Power Apps, requests
can be submitted at any time.
Once submitted, the work
will remain in the queue.
Supervisors now have the ability
to manage, prioritize, and plan
the day's workload,
which allows greater efficiency.
With the help of Power Apps,
we manage to create
our central system,
which delivers a more efficient
data-gathering and recruitment process.
With the utilization of this system,
we can now package applicant
information in the correct format
and track their details seamlessly
using an ID system.
During the pandemic, the system
enhanced accessibility among employees.
They can fill in their health information
through a central database,
which automatically updated
management and the monitoring team.
This contributed to
the reduction of overtime.
Information forms that comply with
the Personal Data Protection Act (PDPA)
are now easily scanned and uploaded
to the platform, so the myriad of documents
is now more accessible organization-wide.
In conclusion, technology has been
integrated into the organization,
particularly through
the implementation of the Power Platforms
utilized in our operations,
especially in our customer service.
This has resulted in a positive
impact on the organization
while also having a crucial role
in its overall growth
and has helped shape the work culture
towards becoming a fully digital entity.